Heather Cole is a motivated professional with over 15 years of experience in customer service roles within the telecommunications industry. She has a proven track record of improving customer experience and providing coaching to colleagues. Her skills include problem resolution, communication, customer relationship building, adaptability, and project management. Currently she works as a Quality Assurance Analyst at Verizon Wireless, where she applies sales theories to coach representatives and ensure high quality customer experiences.

1. Heather Cole
1261 Bay Harbor Dr Apt 104 Palm Harbor, FL 34685
Mobile: 203-605-4769 : nakoshe@vzwcorp.com
Summary
Motivated professional who completed the Call Center Operations and Management program through Verizon Wireless.
Quickly identifies areas of opportunity and supports change as needed. Diplomatic and tactful with all levels of the business.
Accustomed to handling CPNI and SPI records. Proven track record of improving customer experience for internal and
external customers and providing coaching to a diverse internal customer with excellence.
Skills
● Dynamic, results-oriented problem resolution ● Confident articulate and professional communication
● Expert customer relationship building ● Expert customer service skills
● Proven adaptability to changing environments ● Professional coaching and development skills
● Established project management ● Demonstrated presentation skills
● Demonstrated leadership ● Proficient Microsoft Word, Excel and Powerpoint
● Skilled performance evaluation ● Consistent, committed contributor to team results
● Demonstrated sales experience ● Able to handle challenges with proven results
Experience
Quality Assurance Analyst – Customer Experience Team
January 2011 to Current
Verizon Wireless – Meriden, CT
● Applied sales theories to quality assurance assessments of representative performance to effectively coach and develop sales
skills.
● Communicated operational issues and changes to supervisor on regular basis.
● Coordinated and facilitated training of quality objectives as they related to the sales teams.
● Improved quality performance by providing on site one on one coaching and development.
● Collaborated with training and resource management teams to ensure smooth work flow and efficient organization
operations.
● Supported supervisor as lead on project to promote business growth through customer service channel add a line project.
● Ensured internal and external customer satisfaction by providing highest quality of coaching and development
to support telesales channel.
● Streamlined process for targeting trends within the sales channel by utilizing functionality in a current system to
improve turn around time.
● Supervised sales floor as requested by leadership, providing support to sales representatives regarding negotiations
and approval for crediting as applicable.
● Communicate trends and observations via weekly huddles with customer facing employees
● Attend leadership and staff meetings to deliver results and opportunities with action plans
● Trend reporting and analysis for NPS results with action plans for improvement
● Deliver training and other objective based material to front line employees
● Quantify data and correlate to trends and analysis to determine best plan of action
● Partnered with sales channel Go To Market to assist with event planning and execution
● Actively participated in research and analysis for VLSS project supporting EDGE NDCIR
Quality Assurance - Continuity Marketing Operations (CMO)
June 2005 to January 2011
Verizon Wireless – Meriden, CT
● Use data derived from quality monitoring database and excel workbooks to create efficiencies and process improvements.
● Transition coordinator for 3 month period assisting new hires with job functionality, providing direct, immediate
coaching and feedback related to quality objectives and business code of contact.
● Create, schedule and facilitate Quality Assurance modules for Quality Assurance workshops to promote quality culture.
● Led Quality Assurance project, coordinated with supervisory and manager staff to develop a standard Quality
observation form for all CMO teams.

2. ● Led project to create trending process, identify and document trends, provide customer facing staff with solutions to
create NPS Promoter customer experience.
● Led project to coordinate CMO Methods & Procedures processes for 3 month period. Provided real time responses to
Methods and Procedures questions via email.
● Scheduled and facilitated review meetings, updated processes and procedures as necessary.

3. Coordinator - Loyalty Management Services
April 2003 to June 2005
Verizon Wireless – Wallingford, CT
● Effectively managed a high-volume of inbound and outbound customer calls.
● Collected customer feedback and made process changes to exceed customer satisfaction goals.
● Made reasonable procedure exceptions to accommodate unusual customer requests.
● Addressed and resolved customer complaints empathetically and professionally.
● Provided accurate and appropriate information in response to customer inquiries.
● Department Lead for LNP project.
● Defused volatile customer situations calmly and courteously.
Customer Service Representative
August 2002 to April 2003
Verizon Wireless – Wallingford, CT
● Addressed customer service inquiries in a timely and accurate fashion.
● Developed effective relationships with all call center departments through clear communication.
● Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
● Built customer loyalty by placing follow-up calls for customers who reported product issues.
● Resolved service, pricing and technical problems for customers by asking clear and specific questions.
● Managed high call volume with tact and professionalism.
● Initiated operations improvements to improve overall call center productivity.
● Acted professionally and patiently when addressing negative customer feedback.
● Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
Education and Training
Bellevue University 2014
Nebraska, USA
CCOM – Business
Completed Certificate in Call Center Operations and Management
Ongoing studies for Bachelors Degree in Business
Completed Project Management Fundamentals
Southern CT State University
New Haven , CT
General Studies
Attended 1992-1994
Southington High School 1992
Southington, CT, USA
General Education
High School Diploma