Debra Thompson Resume 2
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The document provides a professional summary, skills, and work history for an individual with experience in employee relations, customer service, and sales. They currently work in employee relations for over 350 call center employees at Frontier Communications, previously worked in similar roles at Verizon handling attendance, conduct, and call procedures. Additional experience includes sales, insurance, and telecommunications roles demonstrating strong communication, problem solving, and customer service skills. They are currently pursuing a Bachelor's degree in Business Management at Rasmussen College.
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This document is a resume for April Montana providing her contact information, objective, skills, experience, education, and references. Based in Tampa, Florida, she has over 10 years of experience in financial services, risk management, and human resources. Her most recent roles include HR Master Data Specialist for Metasys Technologues and Compliance Analyst for JP Morgan Chase where she performed tasks like data analysis, account reconciliation, and ensuring compliance with anti-money laundering procedures. She also has a B.A. in Communications from the University of South Florida anticipated in Fall 2016.Debra Thompson Resume 2
- 1. Professional Summary Skills Work History D T Old Dade City Rd, Lakeland, FL • Home: 863-853-5847 • Cell: 863-510-6646 • eyesbignbrown@verizon.net Currently working in Employee Relations managing attendance, code of conduct and call flow procedures for more than 350 call center employees. Experience handling executive complaint resolution, order implementation, service delivery and complex billing and order issues. Resolution-oriented Excellent communication skills Benefits administration Performance management systems Records maintenance Payroll administrator Employee coaching Creative problem solver MS Windows proficient Detail-oriented Strong interpersonal skills Sales expertise Senior Analyst-Employee Relations, 01/2016 to Current Frontier Communications (formerly Verizon) – 610 Zack St. Tampa FL 33610 Resolved employment-related disputes through proactive communication. Administer compensation, benefits and performance management systems. Coordinated work activities of subordinates and staff relating to employment, compensation, labor relations and employee relations. Handled understaffing, disputes, terminating employees and administering disciplinary procedures. Represented organization at personnel-related hearings and investigations. Senior Analyst-Service Program Management, 05/2014 to 01/2016 Verizon Communications – 610 Morgan St. Tampa FL 33610 Developed executive presentations and reports to facilitate project evaluation and process improvement. Met all customer call guidelines including service levels, handle time and productivity. Solved unresolved customer issues. Strong leader of customer support staff. Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals. Maintained up-to-date knowledge of product and service changes. Investigated and resolved customer inquiries and complaints in an empathetic manner. Followed-through on all critical inter-departmental escalations to increase customer retention rates. Updated customer orders from start to finish in an accurate and timely manner. Consumer Sales Representative/Internal Help Desk, 02/2008 to 04/2014 Verizon Communications – 610 Zack St. Tampa FL 33610 Defused volatile customer situations calmly and courteously. Identified chronic customer issues by creating and maintaining customer complaint log. Addressed and resolved customer product complaints empathetically and professionally. Gathered and verified all required customer information for tracking purposes. Acted professionally and patiently when addressing negative customer feedback. Resolved service, pricing and technical problems for customers by asking clear and specific questions. Licensed Insurance Agent, 06/2003 to 02/2008 Alliance For Affordable Service – Ocala Florida Calculated quotes and educated potential clients on insurance options. Met with existing and prospective clients each week to select appropriate insurance policies. Assessed clients' financial situations to develop strategic financial planning solutions. Researched industry competitors and compiled detailed analysis data. Wrote, negotiated and finalized sales contracts.
- 2. Education Accomplishments Major Account Executive, ITC DeltaCom – Ocala Florida Oversaw sales forecasting, goal setting and performance reporting for all accounts. Consulted with clients after sales and contract signings to resolve problems and provide ongoing support. Developed competitive comparison tables of telecommunications products pricing, fees, ratings, category and product performance to use for account sales calls. Negotiated prices, terms of sales and service agreements. Wrote sales contracts for orders obtained and submitted orders for processing. Prospected and conducted face-to-face sales calls with business executives and directors throughout assigned territory. Bachelor of Arts: Business Management , Current Rasmussen College - Tampa Bay, FL Recognized for excellence in leadership, interdepartmental support and customer service. Contibutor in cross functional team for root cause analysis. Studied critical thinking skills, Lean Six Sigma Fusion, Verizon Lean Six Sigma Process Excellence. Lead process to create schedules and defining roles in the Lead program for Retention. Contributed in reducing mandatory disclosures for Onboarding and Fios Digital Voice order flow utilizing Lean Six Sigma workout session.