Close Close Preview

Your amazing online presence is right this way.

Create your profile
Capture who you are, what you do, and where you're going. All in one place.

Joanna Lewis

Joanna Lewis

Leechbug, PA 15656





Verizon Wireless


* Manage a team of 10-13 Customer Care Specialist in the Highlands Ranch Center.
* Coordinate work assignments of Customer Care agents engaged in performing the following duties to include but not limited to inbound (ACD/Chat/Email) support of customer service / account maintenance / billing, customer retention and tier 1 troubleshooting.• Monitor employee/customer contacts for performance to ensure interaction and provide ongoing feedback to employees on how to improve quality and improve service level; ensure compliance with control procedures.
* Coordinate representative working hours, overtime, training, vacations and lunch breaks.
* Administer training for Customer Service agents through the VzLearn Training Team, side by sides and “on the job” training opportunities.
* Prepare and analyze reports concerning customer service and billing matters for review and recommendation to Center manager and Director.
* Make service - affecting decisions in routine matters.
* Managing call volume through real time tools and online reporting and analysis applications.
* Act as a role model by demonstrating strong communications skills, work ethics and sound judgment in the application of policies, procedures, and guidelines.
* Review and modify processes to ensure team meets department performance standards. Identify team/individual trends in productivity and training issues. Lead quality improvement initiatives in identifying and developing solutions for department and cross-functional processes. Audit all team performance on a regular basis

Career medium 03
Career medium 05

Verizon Wireless

Customer Service/Senior Rep

* Answer high volume of customer calls, listen attentively, and respond to their inquiries.
* Multi tasking and tech-savvy skills to resolve challenging customers issues including device related troubleshooting, billing, and more.
* Required to adhere to a daily schedule of brakes and lunches and minimal call offs.


Kiski Senior High (Vandergrift Pa)

Diploma, Academic Liberal and Fine Arts