Edward Lemmons
Carpentersville
Summary
Dynamic sales professional with a proven track record in enhancing customer loyalty and satisfaction. Skilled in problem-solving, communication, and relationship management, consistently delivering superior service and support across multiple platforms.
Overview
13
13
years of professional experience
Work History
Lead-Inside Sales
Verizon Connect
Rolling Meadows
01.2022 - Current
- Established clear client retention goals to enhance loyalty and satisfaction.
- Processed milestones for clients and employees to facilitate progress tracking.
- Assisted customers in setting up and navigating software related to products or services.
- Promoted product value through effective communication and marketing strategies.
- Upsold services and products while aligning with brand image.
- Enhanced customer experience by actively addressing concerns and complaints.
- Contributed to development of training courses and educational materials for clients.
- Advocated for value through superior customer service practices.
Social Media Coordinator
Verizon Wireless
Rolling Meadows
02.2017 - 02.2022
- Interacted with customers across multiple social media platforms, including Facebook and Twitter.
- Assisted customers by adhering to established Rules of Engagement.
- Reviewed all PR information promptly, including emails and supervisor communications.
- Monitored daily for additional Red Flag moments during customer interactions.
- Connected with customers emotionally to enhance engagement and support.
- Utilized PR statements to maintain message consistency after initial contact.
- Identified trends and communicated findings to PR team for further analysis.
- Recognized as 2019 Legends winner for excellence in Social Media.
Chat Tech Expert
Verizon Wireless
Rolling Meadows
12.2016 - 02.2017
- Addressed customer inquiries and concerns, providing accurate responses and solutions.
- Delivered comprehensive information on products and services to enhance customer knowledge.
- Processed billing and payment details for upgrade orders accurately and efficiently.
- Reviewed and modified customer accounts to reflect current status and preferences.
- Managed interactions with two customers simultaneously during peak chat volume.
- Resolved technical issues for customers, ensuring prompt support and satisfaction.
- Assisted customers with international options to maintain connectivity while traveling.
Customer service Pro
Verizon Wireless
Rolling Meadows
09.2012 - 12.2016
- Managed high-volume inbound customer calls, ensuring exceptional service during routine and unique interactions.
- Conducted Tier 1 troubleshooting for device assistance, resolving technical issues efficiently.
- Executed customer transactions including equipment troubleshooting, billing inquiries, and service requests.
- Handled escalated customer concerns independently, minimizing transfer rates to enhance satisfaction.
- Employed negotiation skills to address and resolve customer issues, fostering loyalty and trust.
- Reviewed customer accounts during calls to match needs with suitable products and services.
- Utilized resources effectively to provide tailored recommendations that enhance wireless experiences.
- Demonstrated commitment to corporate guidelines and teamwork by actively participating in departmental initiatives.
Education
High School Diploma -
Strayer University
05-1992
Skills
- Client retention and relationship management
- Software navigation and troubleshooting
- Upselling and marketing strategies
- Customer experience enhancement
- Team collaboration and building
- Effective communication skills
- Multitasking and prioritization
Timeline
Lead-Inside Sales
Verizon Connect
01.2022 - Current
Social Media Coordinator
Verizon Wireless
02.2017 - 02.2022
Chat Tech Expert
Verizon Wireless
12.2016 - 02.2017
Customer service Pro
Verizon Wireless
09.2012 - 12.2016
High School Diploma -
Strayer University
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