William Shelton
EASTAMPTON,NJ
Summary
Accomplished Account Manager with a proven track record at Verizon Communications Inc, excelling in account management and team collaboration. Demonstrated ability to enhance team productivity by over 20% through effective leadership and relationship building. Skilled in employee mentoring and committed to delivering exceptional customer service, fostering a culture of excellence and operational success.
Overview
19
19
years of professional experience
Work History
Account Manager
Verizon Communications Inc
Robbinsville, NJ
04.2009 - Current
- Meeting sales objectives and promote Verizon Fios TV Internet, and Phone services to residential customers.
- Handle requests from existing and new residential customers for installation, disconnection, or changes of home services.
- Discussing, investigating, and resolving disputes, complaints and inquiries as well as interacting with other departments and telecommunications customers to resolve disputes and problems.
- Able to multitask, partner across corporate organizations, and proactively address issues in a fast paced, high volume environment while minimizing and controling AHT adherence.
- Excellent teamwork and collaboration skills with strong organizational skills- Outstanding customer service skills, which include the ability to deescalate and consistently follow through on commitments made to customers.
Temporary Supervisor-Sales Call Center
Verizon Communications
Robbinsville, NJ
02.2023 - 04.2023
- Leading, motivating, and helping my team to deliver outstanding service and meet sales objectives
- Multi-tasking and managing my team to ensure that customer issues are resolved quickly.
- Monitoring employee-customer interactions and mentoring my team on how to improve and deliver quality customer service
- Enhanced communication within the team by holding weekly meetings and sharing best practices to achieve great results.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Assistant Branch Manager
Enterprise Rent-A-Car
Union, NJ
03.2006 - 10.2008
- Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
- Trained and developed new team members in alignment with branch service standards and objectives.
- Monitored daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
- Oversaw successful completion of internal audits with minimal findings, demonstrating strong adherence to bank policies and regulations.
- Supervised team of 7 branch employees and made recommendations regarding performance evaluations.
Education
Associate Of Applied Business - Business Administration And Management
University of Phoenix
Tempe, AZSkills
- Account Management
- Teamwork and Collaboration
- Relationship Building
- Team Training
- Employee Mentoring
Timeline
Temporary Supervisor-Sales Call Center
Verizon Communications
02.2023 - 04.2023
Account Manager
Verizon Communications Inc
04.2009 - Current
Assistant Branch Manager
Enterprise Rent-A-Car
03.2006 - 10.2008
Associate Of Applied Business - Business Administration And Management
University of Phoenix