Summary
Overview
Work History
Education
Skills
Career Interests
Job Title
Mobility - Okay To Relocate
Timeline
Generic

Evelyn Bazan

Lake In The Hills,IL

Summary

Experienced in managing high-volume customer interactions and resolving complex issues. Leverage strong understanding of customer service principles to ensure utmost satisfaction and foster long-term loyalty. Proven track record of effective communication and team collaboration, consistently driving successful outcomes.

Overview

11
11
years of professional experience

Work History

Senior Technical Customer Service(Social Media)

Verizon
06.2017 - 04.2024
  • Acted as a brand ambassador for Verizon Wireless interacting with customers over the social media networks such as Facebook, Twitter, and Yelp assisting them with general inquiries, billing, and devices issues
  • Acted as Point of Contact when Social Media Supervisors were out of the office
  • Consistently lead in quality metrics, which consisted of assisting the customer in a professional manner and providing effective steps to our customers in need
  • Lead in Twitter efficiencies which included Average Handle Time
  • Preformed in both Facebook and Community Forums efficiencies which also included Average Handle Time
  • Worked with teammates to assist them in meeting their Performance Agreement metrics
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Worked well in a team setting, providing support and guidance.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Maintained company's social media presence by posting messages, answering posts, and monitoring responses.
  • Managed social media accounts, ensuring timely responses to comments, messages, and reviews for enhanced customer service.
  • Analyzed user engagement data to refine social media strategies.

Sr. Customer Service Representative - Tech Expert

Verizon
06.2015 - Current
  • - Troubleshooting and problem-solving skills to come up with solutions
  • -Communication skills to resolve customer's device questions
  • -Educated customers on bills, equipment, and calling plans
  • -Reduced churn by following Verizon Wireless guidelines
  • -Assisted Team to meet performance agreement metrics
  • -Shared best practices to help team create promoters

Customer Care Coordinator

Verizon
07.2014 - Current
  • -Communication skills to resolve customer's device, billing and service concerns
  • -Excite customers about how new solutions can positively impact their lives
  • Build customer relationships-earn their loyalty and trust by being polite and helpful
  • -Handled 40-50 calls, on average, day addressing every customer's issues concerning billing, technical support, and general inquiries
  • -Consistently met requirements of CSR performance agreement which includes Entire Rep Performance, Entire Rep Resolve, Upgrades, and Average Calls Per Day
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Created customer support strategies to increase customer retention.
  • Closely liaised with product development teams based on consumer feedback which resulted in product enhancements that increased overall customer satisfaction.
  • Reduced spending by negotiating beneficial deals to secure ideal rates.
  • Managed high call volume with excellent multitasking skills, ensuring timely assistance to customers.

Education

Medical Administrative Assistant -

Wilbur Wright College
Chicago, IL
06.2013

BBA -

Strayer University
07-2026

Skills

  • Complaint resolution
  • Quality assurance
  • Account management
  • Conflict management
  • Documentation review
  • Escalation management
  • Shipping and logistics
  • Live chat support
  • Warranty claims
  • POS systems and ordering platforms
  • Microsoft exchange
  • MS office

Career Interests

Customer Service

Job Title

Sr Rep-Tech Customer Svc

Mobility - Okay To Relocate

Yes

Timeline

Senior Technical Customer Service(Social Media)

Verizon
06.2017 - 04.2024

Sr. Customer Service Representative - Tech Expert

Verizon
06.2015 - Current

Customer Care Coordinator

Verizon
07.2014 - Current

Medical Administrative Assistant -

Wilbur Wright College

BBA -

Strayer University

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Evelyn Bazan