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Chazelle Tillman

Chazelle Tillman

Acting Supervisor

Verizon Wireless

Charlotte, NC

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Verizon Wireless

Acting Supervisor

Leading teams of 12-15 through interactions within the Columbia Call Center.
Performing 1-on-1 and team coaching and development in order to meet performance objectives.
Ensuring that representatives schedules are updated correctly to reflect times on and off of the phones.
Discussing concerns and negotiating mutually beneficial agreements with high-risk/high-value customers.
Maintaining and upbeat environment for representatives throughout the challenges and victories of the day.

Career medium 01
Career
Career medium 01

Verizon Wireless

Tech Coordinator I

Reviewing customer accounts to make sure they are set up properly.
Completing basic and advanced troubleshooting on customer's devices over the phone to determine if their device is defective.
Assisting customers with the proper setup, use, and installation of related software to use of the devices
Calming upset customers by building rapport and expressing a willingness to help, while negotiating mutually beneficial resolutions for the customer and the business.

Career

Verizon Wireless

Human Resource Brand Ambassador

Worked as a liaison between Human Resources and approximately 1,000 Representatives of the Columbia Call Center; explaining the benefits of updating your Career Profile, giving career advice, and keeping representatives upbeat.
Committed to an ongoing partnership with the HR Team, to develop a recruitment strategy that integrates Social Media Tools and technology to attract a more tech-savvy candidate pool.
Presented at Career Fairs to attract external and internal candidates to apply for positions at Verizon Wireless.
Directed speaking engagements at universities within the Columbia area about the benefits of working at Verizon Wireless, and how technology is revolutionizing the way we communicate and operate as a business.
Recorded and edited a recruitment videos for the Customer Pro Position to attract internal candidates.
Reviewed resumes, and conducted mock interviews to help prepare internal candidates for interviews.
Volunteered at community events to assist and make Verizon Wireless' impact on the community felt.

Career medium 03
Career
Career medium 03

Verizon Wireless

Acting Trainer

Facilitated classroom trainings for approximately 1,000 Customer Service and Technical Support Representatives.
Developed partnerships w/ Associate Directors and their Supervisor teams to strategically address low performance areas within their teams.
Cooperating on an area level with Trainers across the Northeast Area to host the "Gear Up Sales Event" in an effort to increase representatives product knowledge about the accessories that Verizon Wireless sells.

Career

Verizon Wireless

S.P.O.T Team Project Manager

Led a cross-functional team that developed, scheduled, and facilitated reinforcement sessions based on areas of opportunity within the Columbia Call Center.
Trained approximately 20 peers on how to present in a classroom setting, and give 1-on-1 coaching.
Developed, coordinated, and facilitated CLNR Certification Sessions for approximately 300 Technical Support Representatives to help reduce percentage of No Trouble Found (NTF) devices that are returned to the Central Returns Warehouse.
Drove NTF percentage down from 25% to meet the Northeast Area's Outrageous Goal of 14.7% just two months after implementation of CLNR Certification Program.
Implemented "What's Cooking in Columbia," a video series designed to keep the 1200 employees of the Columbia Call Center informed about current events within the call center and the company as a whole.

Career medium 02
Career
Career medium 06

Verizon Wireless

Customer Service Representative

Reviewing customer accounts to make sure they are set up properly.
Reviewing bills with customers and making sure they understand Verizon Wireless bills
Completing basic troubleshooting on customer's devices over the phone to determine if their device is defective.
Calming upset customers by building rapport and expressing a willingness to help, while negotiating mutually beneficial resolutions for the customer and the business.

Career

Strayer University

Master's of Business Administration, Human Resource Management

GPA: 3.66

Clemson University

Bachelor of Arts, Communication Studies

GPA: 3.14