Yvonne Guinyard
Snellville,GA
Summary
Dynamic professional seeking a role focused on driving effective business decisions that shape policies, actions, and strategies within the marketplace. Proven ability to analyze market trends and influence key performance indicators to achieve organizational goals. Committed to leveraging analytical skills and strategic insight to foster growth and enhance operational efficiency. Eager to contribute to a forward-thinking team dedicated to excellence and innovation.
Overview
19
19
years of professional experience
Work History
Advocate-Customer Service
Verizon Wireless
01.2008 - Current
- Provided customer service for an average of 50 calls per day. Answering customer inquiries, analyzing and explaining bills
- Resolved an average of 100% on all customer issues since August 2006, with a 4% of 10% target on 2 hour repeat callback
- Contributed to 57 adjusted calls per day to help the center achieve 95% service level and 7.3% reduce abandonment rate over the past six months
- Consistently demonstrates employee reliability by being customer ready 93% of the time month over month
- Utilize system and technical resources on 82.11% of all customer interactions to increase accuracy and service quality
- Consistently surpass key performance indicator in rep resolve (FCR), entire rep performance (ERP) and average calls per day (ACPD)
- Served as point of contact for management team to resolve escalated customer inquiries regarding billing, equipment, troubleshooting, and wireless products and services
- Hand-selected by management to implement product, process expertise in supporting and Internet Response Team, Global Support Team, and Business Support Team
- Utilize empowerment tools, critical thinking and out of the box resolutions to retain customers and establish customer loyalty
Coordinator - Executive Relations Analyst Project
Verizon Wireless
03.2015 - 11.2015
- Resolve in bound customer cases received via phone/hotline, email, Executives and Government Agencies
- Handle customer complaints to conclusion by coordinating on-line customer contacts, determining access requirements and interacting with other internal departments in researching appropriate resolution
- Administer the investigation and follow-up to ensure equitable solutions are achieved that comply with tariffs and policies or decide what corrective action should be taken.
- Develop responses that reflect our company’s commitment to quality while also ensuring that action has been taken to resolve the customer’s concerns.
- Maintain Executive Relations national database to document complaint descriptions and resolutions
- Complete coaching and feedback documents when Verizon Wireless has failed to exceed customer’s expectations
- Meet all pre-established timelines for complaint resolution and department projects.
- Identify the root cause of problems by evaluation results and analyzing customer complaints for early detection of problem trends. Make recommendations to management on areas requiring action.
- Analyze trends that lead to identification and implementation of improvement processes and alternative solutions to reoccurring problems
- Collect data for use in creating/facilitating presentations for meetings with executives, new hires, and call center personnel. Prepare monthly, quarterly and ad-hoc reports indication Corporate and Area trends
Management Support Team
Verizon Wireless
12.2011 - 02.2014
- Manage and develop peers through coaching and development practices
- Excellent record of resolving customers needs while providing outcomes that yield a win-win-win resolution
- Utilized the “Call Tracker” to assist with the compilation of data that tracks those who escalated why call was escalated, how escalation was handled, and the escalation validation or coaching opportunity
- Provide productive floor support for the org, lending guidance and customized customer solutions that drive first call resolution (FCR)
- Served as Transition Assistant (TA), by coordination, supporting and executing new hire job emerging initiatives
- Facilitated new hire training on credit adjustments, negotiation, quality and customer service practices
Customer Service Representative
Verizon Wireless
08.2006 - 01.2008
- Ability to demonstrate strong aptitude and knowledge of personal computer hardware/software; possess fundamental understanding of Internet connectivity, networking terminology, web and emails
- Maintain complete, timely and accurate records of customer issues
- Ensure timely resolution by prioritizing and organizing daily follow-ups
- Combat churn and building customer loyalty through retention matrix and save techniques
- Resolve service and equipment issues by utilizing Tier 1 and Tier 2 troubleshooting tools
Education
High School Diploma -
Cheraw High School
Cheraw, SCBachelor - Computer And Information Systems
Francis Marion University
Florence, South Carolina, SCSkills
- Analytical & Critical thinking skills & excellent management skills with the ability to prioritize and/ or manage multiple tasks
- Ability to respond to rapidly changing business conditions
- Extensive research of escalated accounts
- Effective leadership and people management skills
- Ability to manage multiple priorities, and projects
- Microsoft Office Suite (Word, Excel & Powerpoint)
- Strong leader with history of team work and team building
- Ability to deliver feedback in a diplomatic manner (both verbal and written)
- Flexible and willing to adapt to an ever-changing environment and provide support to all internal needs
- Leading in the metric through a combination of execution of the Call Sequencing Model and providing overall stellar customer service
- Facilitate team meetings, huddles and training
Timeline
Coordinator - Executive Relations Analyst Project
Verizon Wireless
03.2015 - 11.2015
Management Support Team
Verizon Wireless
12.2011 - 02.2014
Advocate-Customer Service
Verizon Wireless
01.2008 - Current
Customer Service Representative
Verizon Wireless
08.2006 - 01.2008
High School Diploma -
Cheraw High School
Bachelor - Computer And Information Systems
Francis Marion University