Summary
Overview
Work History
Education
Skills
Timeline
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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
Edward Lemmons