Heather Cole

1261 Bay Harbor Dr Apt 104 Palm Harbor, FL 34685 Mobile: 203-605-4769 : nakoshe@vzwcorp.comSummary

Motivated professional who completed the Call Center Operations and Management program through Verizon Wireless. Quickly identifies areas of opportunity and supports change as needed. Diplomatic and tactful with all levels of the business. Accustomed to handling CPNI and SPI records. Proven track record of improving customer experience for internal and external customers and providing coaching to a diverse internal customer with excellence.

Skills

Dynamic, results-oriented problem resolutionConfident articulate and professional communication Expert customer relationship buildingExpert customer service skillsProven adaptability to changing environments Professional coaching and development skillsEstablished project managementDemonstrated presentation skillsDemonstrated leadership Proficient Microsoft Word, Excel and PowerpointSkilled performance evaluationConsistent, committed contributor to team resultsDemonstrated sales experienceAble to handle challenges with proven results

Experience

Quality Assurance Analyst Customer Experience Team

January 2011 to Current

Verizon Wireless Meriden, CT

Applied sales theories to quality assurance assessments of representative performance to effectively coach and develop sales skills.

Communicated operational issues and changes to supervisor on regular basis. Coordinated and facilitated training of quality objectives as they related to the sales teams. Improved quality performance by providing on site one on one coaching and development. Collaborated with training and resource management teams to ensure smooth work flow and efficient organization operations.

Supported supervisor as lead on project to promote business growth through customer service channel add a line project.

Ensured internal and external customer satisfaction by providing highest quality of coaching and development to support telesales channel.

Streamlined process for targeting trends within the sales channel by utilizing functionality in a current system to improve turn around time.

Supervised sales floor as requested by leadership, providing support to sales representatives regarding negotiations and approval for crediting as applicable. Communicate trends and observations via weekly huddles with customer facing employeesAttend leadership and staff meetings to deliver results and opportunities with action plansTrend reporting and analysis for NPS results with action plans for improvementDeliver training and other objective based material to front line employeesQuantify data and correlate to trends and analysis to determine best plan of actionPartnered with sales channel Go To Market to assist with event planning and executionActively participated in research and analysis for VLSS project supporting EDGE NDCIR

Quality Assurance - Continuity Marketing Operations (CMO)

June 2005 to January 2011

Verizon Wireless Meriden, CT

Use data derived from quality monitoring database and excel workbooks to create efficiencies and process improvements.

Transition coordinator for 3 month period assisting new hires with job functionality, providing direct, immediate coaching and feedback related to quality objectives and business code of contact.

Create, schedule and facilitate Quality Assurance modules for Quality Assurance workshops to promote quality culture.

Led Quality Assurance project, coordinated with supervisory and manager staff to develop a standard Quality observation form for all CMO teams.

Led project to create trending process, identify and document trends, provide customer facing staff with solutions to create NPS Promoter customer experience.

Led project to coordinate CMO Methods & Procedures processes for 3 month period. Provided real time responses to Methods and Procedures questions via email.

Scheduled and facilitated review meetings, updated processes and procedures as necessary.

Coordinator - Loyalty Management Services

April 2003 to June 2005

Verizon Wireless Wallingford, CT

Effectively managed a high-volume of inbound and outbound customer calls. Collected customer feedback and made process changes to exceed customer satisfaction goals. Made reasonable procedure exceptions to accommodate unusual customer requests. Addressed and resolved customer complaints empathetically and professionally. Provided accurate and appropriate information in response to customer inquiries. Department Lead for LNP project. Defused volatile customer situations calmly and courteously.

Customer Service Representative

August 2002 to April 2003

Verizon Wireless Wallingford, CT

Addressed customer service inquiries in a timely and accurate fashion. Developed effective relationships with all call center departments through clear communication. Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.

Built customer loyalty by placing follow-up calls for customers who reported product issues. Resolved service, pricing and technical problems for customers by asking clear and specific questions. Managed high call volume with tact and professionalism. Initiated operations improvements to improve overall call center productivity. Acted professionally and patiently when addressing negative customer feedback. Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.

Education and Training

Bellevue University 2014

Nebraska, USA

CCOM BusinessCompleted Certificate in Call Center Operations and Management

Ongoing studies for Bachelors Degree in Business

Completed Project Management Fundamentals

Southern CT State University

New Haven , CT

General Studies

Attended 1992-1994

Southington High School 1992

Southington, CT, USA

General Education

High School Diploma