1. Professional Summary
Skills
Work History
D T
Old Dade City Rd, Lakeland, FL • Home: 863-853-5847 • Cell: 863-510-6646 • eyesbignbrown@verizon.net
Currently working in Employee Relations managing attendance, code of conduct and call flow procedures for more
than 350 call center employees. Experience handling executive complaint resolution, order implementation, service
delivery and complex billing and order issues.
Resolution-oriented
Excellent communication skills
Benefits administration
Performance management systems
Records maintenance
Payroll administrator
Employee coaching
Creative problem solver
MS Windows proficient
Detail-oriented
Strong interpersonal skills
Sales expertise
Senior Analyst-Employee Relations, 01/2016 to Current
Frontier Communications (formerly Verizon) – 610 Zack St. Tampa FL 33610
Resolved employment-related disputes through proactive communication.
Administer compensation, benefits and performance management systems.
Coordinated work activities of subordinates and staff relating to employment, compensation, labor relations
and employee relations.
Handled understaffing, disputes, terminating employees and administering disciplinary procedures.
Represented organization at personnel-related hearings and investigations.
Senior Analyst-Service Program Management, 05/2014 to 01/2016
Verizon Communications – 610 Morgan St. Tampa FL 33610
Developed executive presentations and reports to facilitate project evaluation and process improvement.
Met all customer call guidelines including service levels, handle time and productivity.
Solved unresolved customer issues.
Strong leader of customer support staff.
Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Maintained up-to-date knowledge of product and service changes.
Investigated and resolved customer inquiries and complaints in an empathetic manner.
Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Updated customer orders from start to finish in an accurate and timely manner.
Consumer Sales Representative/Internal Help Desk, 02/2008 to 04/2014
Verizon Communications – 610 Zack St. Tampa FL 33610
Defused volatile customer situations calmly and courteously.
Identified chronic customer issues by creating and maintaining customer complaint log.
Addressed and resolved customer product complaints empathetically and professionally.
Gathered and verified all required customer information for tracking purposes.
Acted professionally and patiently when addressing negative customer feedback.
Resolved service, pricing and technical problems for customers by asking clear and specific questions.
Licensed Insurance Agent, 06/2003 to 02/2008
Alliance For Affordable Service – Ocala Florida
Calculated quotes and educated potential clients on insurance options.
Met with existing and prospective clients each week to select appropriate insurance policies.
Assessed clients' financial situations to develop strategic financial planning solutions.
Researched industry competitors and compiled detailed analysis data.
Wrote, negotiated and finalized sales contracts.

2. Education
Accomplishments
Major Account Executive,
ITC DeltaCom – Ocala Florida
Oversaw sales forecasting, goal setting and performance reporting for all accounts.
Consulted with clients after sales and contract signings to resolve problems and provide ongoing support.
Developed competitive comparison tables of telecommunications products pricing, fees, ratings, category and
product performance to use for account sales calls.
Negotiated prices, terms of sales and service agreements.
Wrote sales contracts for orders obtained and submitted orders for processing.
Prospected and conducted face-to-face sales calls with business executives and directors throughout assigned
territory.
Bachelor of Arts: Business Management , Current
Rasmussen College - Tampa Bay, FL
Recognized for excellence in leadership, interdepartmental support and customer service. Contibutor in cross
functional team for root cause analysis. Studied critical thinking skills, Lean Six Sigma Fusion, Verizon Lean Six
Sigma Process Excellence. Lead process to create schedules and defining roles in the Lead program for Retention.
Contributed in reducing mandatory disclosures for Onboarding and Fios Digital Voice order flow utilizing Lean Six
Sigma workout session.