Whitney Turner
Winter Haven,FL
Summary
Highly motivated with extensive background of over 15+ years in customer service and sales. Hardworking employee who consistently exceeds metrics and goals set. My contributions to the company’s revenue, has led to promotions, leadership recognition and trips while still having a team-oriented mentality.
Overview
17
17
years of professional experience
Work History
Executive Escalation Office
Frontier Communications
Tampa, FL
03.2023 - Current
- Responsible for the resolution of state specific complaints to the CEO, Federal Communications Commission, Attorney General and the Public Utility Commission.
- Maintain up to date knowledge of state specific guidelines and response windows.
Account Sales/Service
Frontier Communications
Tampa, FL
01.2018 - 01.2023
- Performed in the top 10% of sales representatives in 2019 in the Florida region.
- Awarded a paid trip for achieving top two in my department for the fourth quarter in 2019.
- Ensured customer received quality and knowledgable information to retain sales.
- Exceeded efficiencies while meeting and exceeding sales goal month over month.
Lead/Retail Store Support
Frontier Communications Acquired Verizon Landline
Tampa, FL
01.2011 - 01.2018
- Provided support to decrease shrinkage and increase representative efficiencies.
- Worked to resolve complex billing and order issues.
- Piloted face to face customer support liaison to increase a positive brand impact in the retail store.
- Worked with Sales/Services associates to enhance profitability and improve negative behaviors.
Internal Help Desk
Verizon Landline
Tampa, FL
03.2009 - 01.2011
- Assisted with escalation calls.
- Conducted peer audits for accuracy of calls and processing of work items.
- Contributed to preventing $1.2 million dollars in invalid adjustments being issued.
- Identified issues, analyzed details and provided resolutions.
Retention Specialist
Verizon Landline
Tampa, FL
07.2007 - 03.2009
- Retained customers by probing for their needs heard and unheard.
- Performed customer negotiations to reach fair conclusion for both business and customer.
- Assisted customers with complaints, inquiries, and billing issues while maintaining a high level of customer satisfaction.
- Exceeded monthly goals and metrics.
Education
Skills
- High Retention of customers
- Collaboration
- Executive Escalation Calls
- Adaptability
- Team Lead/Floor Support for peers
- Creating training material and conducting presentation to staff
- Relationship Building
- Transferrable skills
- Performance Improvement
- Adaptability
Timeline
Executive Escalation Office
Frontier Communications
03.2023 - Current
Account Sales/Service
Frontier Communications
01.2018 - 01.2023
Lead/Retail Store Support
Frontier Communications Acquired Verizon Landline
01.2011 - 01.2018
Internal Help Desk
Verizon Landline
03.2009 - 01.2011
Retention Specialist
Verizon Landline
07.2007 - 03.2009
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