1. JESSICA RINGLE
422 Miller Road
Crow nsville, MD 21032
(443) 534-2552
jessica_ringle@yahoo.com
SUMMARY OF QUALIFICATIONS
Offering a solid background based on in-depth technical and contractual knowledge and 8 years
experience with customer satisfaction in a call center environment whiledemonstrating expert account
management, technical support,sales experience, superior leadership skills,performanceenhancement
creativity,and consistentperformance success.
 Seasoned professional with 8 years accountmanagement experience within Verizon Wireless,
advancingthrough the ranks to current position as AccountManagement Coordinator in
Government Customer Operations. Gained proven subjectmatter expertise in account
management, advanced software and hardwaretroubleshooting, team leadership,cross -
functional team assistance,policy/procedurearchitecture,quality assurance,customer service
and continuous quality improvement.
 Proficientin Microsoftproducts (Office,Office365, Excel, PowerPoint), mobiledevice hardware
(Smartphones, MobileBroadband devices,Telemetry, Notebooks) and software (Android, iOS,
Windows 8, Blackberry OS), desktop operating systems (Windows XP, Vista,7, 8, and OSX).
 At ease in environments requiringindependent decisions,expertisein analysis,problem-solving,
and strictattention to detail
 Possess superior abilities to handle escalated customer issues and complex billingissues often
resultingin calculatingand applyingre-rates on a largescale
HIGHLIGHTS OF PROFESSIONAL EXPERIENCE
Verizon Wireless
Account Management Coordinator – Government Customer Operations (8/13-3/15)
· Handle highly sensitiveFederal,State and Local government accounts with a high level of detail
whilebeing conscious of servicelevel and completing requests within the time expectations set
to the customer
· handlingFederal,State and Local government accounts with different contracts,funding
allowances and contractual stipulationsand ensuring thatprocessingof all requests fallswithin
the specific agency’s contractand meets all qualificationsfor the customer and the agency
· Designed and implemented reference guides and trackingsheets to help department monitor,
improve and maintain high level efficiencies
Technical SupportCoordinator – Government Customer Operations (7/12-8/13)
· Answer incomingphone callsand emailsfromsensitiveenterpriseaccounts performing
customer serviceand technical supportroles resolvingissues on the firstcustomer contact.
· Monitor and analyzegroup NPS, FCR, SLA, and customer survey results.
· Assistsales supportteamwith qualifyingnew and existingcustomers for plans and equipment.
Consumer Sales Representative – Northeast Area Consumer Account (11/08-/8/09)
· in-store sales in a commission-based environment providinga total sales solution benefitingthe
customer, the company and myself.
· assistingwith face-to-face customer serviceduringbusy times
Customer Service Representative – Northeast Area Consumer Accounts (3/07–11/08; 8/09–7/12)
· Employed the initial 15 months with the company as a baselinecustomer service
representative, respondingto inbound calls pertainingto customer accounts,billingissues,
accountchanges, etc.; Promoted to Senior Representative 6 months after completing new hire
training

2. JESSICA RINGLE
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SPECIAL PROJECTS
Transition Assistant–Northeast Area Consumer Account (6/08-11/08)
· Coached, motivated, supervised and evaluated the efforts of 2 team of 20+ high performing
customer serive representatives.
· Developed, implemented and facilitated trainings to establish and improveeffective and
efficient work practices whilemaintaininghigh-level quality
AGENCY DEPLOYMENT (10/14-01/2015)
· Lead coordinator on highly sensitivefederal agency project involvingupgradingand deployment
of 30,000+ devices; processingorders within highly detailed agency contract
AGENCY ACQUISITION (10/14-12/14)
· Lead coordinator of a high priority projectinvolvingthetransition for 10,000+lines of service;
interactingwith highly escalated customers with a high level of professionalismand knowledge
of Verizon Wireless’products and services which resulted in successful serviceretention
GOVERNMENT SHUTDOWN (10/13)
· Assistingagency with obtainingfundingexception through FinanceDepartment to allowfor
changes requested prior to new fiscal year to continue after the new fiscal year started although
no funding was being provided to any agency
TRAINING
Verizon Wireless
· trainingand Q&A session with lawyers fromVerizon Wireless’legal department regardingdoing
business with government entities and laws and policies of doingso
SUPPLEMENTAL INFORMATION
References and Salary History furnished upon request.