Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Willie Marion

Business Operations
Chicago,IL

Summary

Strong leader and problem-solver bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. I'm capable of using independent decision-making skills and sound judgment to positively impact company success.

Overview

16
16
years of professional experience
3
3
years of post-secondary education
2
2
Certifications

Work History

Coordinator - Finance Planning & Analysis

Verizon Wireless
Rolling Meadows, IL
07.2014 - 12.2021
  • Provided feedback to leadership concerning team compliance and performance opportunities.
  • Collaborated with cross-functional teams to align close potential contractual gaps.
  • Researched and compiled information on variety of planning issues from multiple sources, prepared thorough reports and presented findings in both virtual and face to face meetings.
  • Gathered and organized materials to support potential workflow changes.
  • Entered data, generated reports, and produced tracking documents concerning repeated compliance issues.
  • Implementation of contract details in the Enterprise Customer Profile Database.
  • Resolved Enterprise customer escalation concerning Point of Contact and Contract discount through both email and phone calls.

Coordinator Customer Service

Verizon Wireless
Elgin, IL
06.2012 - 07.2014
  • Monitored and reported on trends in customer interaction to evaluate processes and capitalize on improvement opportunities.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Explained charges, fees, terms of sales, and service agreements using email and virtual chat systems
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Responded to customer Chats and emails to answer questions about products and services.

Analyst - Data Technical Support

Verizon Wireless
Dublin, OH
10.2010 - 06.2012
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Reduced response time for Tier 1 and 2 support tickets.
  • Analyzed issues to identify troubleshooting methods needed for quick remediation.
  • Analyzed massive quantities of deep-dive information for Early Termination Fee waivers based on service performance.
  • Resolved issues with systems, hardware and telephones quickly and accurately.

Coordinator - Data Technical Support

Verizon Wireless
Dublin, OH
02.2007 - 10.2010
  • Used ticketing systems to manage and process support actions and requests.
  • Managed high levels of call flow and responded to Tier 1 and Tier 2 technical support needs.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Translated complex technical issues into digestible language for non-technical users.
  • Responded to customer inquiries and provided technical assistance over phone.


Customer Service Representative

Verizon Wireless
Murfreesboro, TN
02.2006 - 02.2007
  • Responded to customer requests for products, services, and company information.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Updated account information to maintain customer records.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.

Education

High School Diploma -

David E. Mackenzie High School
Detroit, MI
09.1989 - 05.1992

No Degree - Theater Management

Adrian College
Adrian, MI
05.2001 -

No Degree - Information Technology

Columbus State Community College
Columbus, OH
05.2001 -

Skills

Training and mentoring

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Certification

CompTIA A+ Certification

Timeline

Coordinator - Finance Planning & Analysis

Verizon Wireless
07.2014 - 12.2021

Coordinator Customer Service

Verizon Wireless
06.2012 - 07.2014

CompTIA Network+ Certification

12-2010

Analyst - Data Technical Support

Verizon Wireless
10.2010 - 06.2012

CompTIA A+ Certification

09-2009

Coordinator - Data Technical Support

Verizon Wireless
02.2007 - 10.2010

Customer Service Representative

Verizon Wireless
02.2006 - 02.2007

No Degree - Theater Management

Adrian College
05.2001 -

No Degree - Information Technology

Columbus State Community College
05.2001 -

High School Diploma -

David E. Mackenzie High School
09.1989 - 05.1992

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Willie MarionBusiness Operations