Sofi
Senior Manager of Member Experience
American Express Oct 2016 - Jun 2018
Department Leader - High Risk Fraud
American Express Mar 2016 - Oct 2016
Team Leader - Customer Engagement Network
Cablevision Jan 2013 - Mar 2016
Contact Center Supervisor
Cablevision Apr 2012 - Jan 2013
Lead Coordinator
Education:
Western Governors University 2014 - 2017
Bachelors, Bachelor of Science, Business Management
Western Governors University 2014 - 2015
Bachelors, Bachelor of Science, Accounting
Southern Utah University 2006 - 2008
Associates, General Studies
Skills:
Call Centers Telecommunications Customer Experience Customer Retention Customer Satisfaction Contact Centers Technical Support Customer Service Team Leadership World Class Customer Service Oral and Written Communication Skills Escalation Resolution Coaching Troubleshooting Quality Assurance Real Time Monitoring Social Media Rightnow Kpi Reports Time Management Department Coordination Leading Meetings Employee Training Telephony Voip Avaya Customer Support Remedy Ticketing System Telecommunications Billing Mobile Devices Cellular Communications Training Telephone Skills Telemarketing Call Center Development Wireless Team Building Microsoft Office Process Improvement Management Vendor Management Leadership Outlook Public Speaking Microsoft Excel Human Resources Program Management Performance Management Microsoft Word Business Process Improvement
Verizon May 2016 - Jun 2016
Installation and Maintenance Technician Lead
Verizon Wireless Apr 2012 - Apr 2013
National Concession Accounts Project Leader
Verizon Wireless Apr 2012 - Apr 2013
Supervisor Hq Planning, Operations, and Execution
Verizon Wireless May 2010 - Apr 2012
Consumer and Enterprise Internet Response Team Supervisor
May 2010 - Apr 2012
Laboratory Technician
Education:
James Madison University 2002 - 2004
Bachelor of Applied Science, Bachelors, Psychology
Richard Bland College of William & Mary 2000 - 2002
Associates
Skills:
Customer Service Management Telecommunications Team Leadership Customer Satisfaction Team Building Training Call Centers Process Improvement Customer Experience Customer Retention Leadership Operations Management Performance Management Time and Attendance Time Management Contact Centers
Seton Hall University 2008 - 2010
Masters, International Relations
Southern Connecticut State University 2005 - 2007
Bachelors, Political Science and Government, Political Science, Government
Skills:
Leadership Public Policy Microsoft Office Political Science Government Research Social Media International Relations English Nonprofits Qualitative Research Diplomacy Strategic Planning Policy Analysis Foreign Policy Military Human Rights International Development