Camesha Pearson

• Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
• Handled customer inquiries and suggestions courteously and professionally.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Actively listened to customers, handled concerns quickly
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Work business applications / orders with accuracy and attention to details
• Tier 1 and 2 port, activations, business and consumer credit, and customer service trained.
• Handle inbound customer and sales (Indirect & Direct Sales) calls relating to activation support, troubleshooting, credit review, and internet order support
• Use clear communication skills to educate and demonstrate my expertise in delivering a positive customer experience
• Used tools/resources to resolve all issues on my own
• Achieve personal goals while supporting the goals of the company
• Work in a fast paced environment
• Resolve customer issues and concerns professionally using effective customer service techniques
• Took payment information and other pertinent information such as addresses and phone numbers to place orders.
• Reinforced established quality control standards and followed procedures for optimal customer interactions.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Confident, committed, and highly customer focused

Coordinated training schedules across sites with supervisors and managers to optimize training initiatives and work-flow management
• Utilized variety of instructional design methodologies to create effective learning experiences.
• Developed and executed performance management programs to increase employee engagement and productivity.
• Facilitated virtual, in-person and blended learning sessions.
• Designed and delivered web-based, self-directed learning materials.
• Wrote training manuals for offshore employees according to strict company guidelines.
• Analyzed and evaluated training effectiveness and program outcomes.
• Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.

• Trained new hires in technology required to access company systems and complete job tasks.
• Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.
• Developed comprehensive process for new hires and reviewed new hire productivity, optimizing onboarding effectiveness.

Assisted my team, support chats, and Live engage with support to provide a great experience to our customers. Listen to Ces surveys calls to determine opportunities and provide best practices with the team in team connects and debriefs. Tracked rep performance to determine trends and opportunities. Held group coachings to focus on areas of development to improve overall results and delivering on expectations as set by my leaders. Kept my team up to date on the changing day to day system issues and workarounds.

Responsible for providing first call resolutions for customers and agents by answering questions and taking a proactive approach to each and every call. Worked business applications / wfm orders with accuracy and attention to details. Handled inbound customer and sales (Indirect & Direct Sales) calls relating to activation support, troubleshooting, and credit review. Provide Internet order support to customers. Assist CORe new hires by providing SME support, answering questions, walking the floor, and facilitating debriefs. Use clear communication skills to educate and demonstrate my expertise in delivering a positive customer experience. Used tools/resources to resolve all issues on my own. Achieved personal goals while supporting the goals of the company. Worked in a fast paced environment. Resolved customer issues and concerns professionally using effective customer service techniques. Confident, committed, and highly customer focused.

Responsible for providing first call resolutions for customers and agents by answering questions and taking a proactive approach to each and every callHandled inbound customer and Indirect & Direct Sales channels calls related to activations and credit review Became proficient in my role as an AdvisorAssisted with overshadowing position 1 reps, raising postion 2 reps, and cross trained care to core reps One of the first crossed trained core to care representativesTop 20% for overtime workedClosed the year with ranking number 8 in core for the advisor role and performing and leading in my stats

Temporary employee worked on assignment in the Verizon Credit & Order Review DepartmentResponsible for providing first call resolutions for customers and agents by answering questions and taking a proactive approach to each and every callHandled inbound customer and Indirect & Direct Sales channels calls related to creditapplication approvals and holds, order processing, order status, and shipmentsResponsible for providing first call resolutions for customers and agents by answering questions and taking a proactive approach to each and every call