Michael Goldring

Experience

• 

  Verizon

  Jun 1996 - now

  Senior call center manager in Hamilton, New Jersey leading a sales and service center of 150 unionized consultants and 8 team leaders that services over 350,000 calls annually and generates over $7 million in revenue. Focused on the customer experience, I stress the importance of quality, execution, and integrity. Call Center Supervisor leading a top performing team in the fiber solutions center in Hamilton, New Jersey that provides technical support to our FiOS and CORE copper customers consisting of over 20 agents. Supervising my agents to handle over 50,000 calls per year with leading results in First Ticket Resolution, Average Handling Time, and 5-Star customer feedback surveys. Lead and coordinated customer relations providing final resolution for statewide presidential escalation complaints. Created and delivered customer care presentations for unionized field technicians focused on customer interaction. Represented Verizon at numerous town hall and community meetings to address consumer concerns. Installed and maintained Verizon copper, DSL, and FiOS circuits throughout the business and residential footprint in New York and New Jersey.

  • Director, Operations Support - Verizon Value

    May 2024 - now

  • Associate Director - Customer Service Vendor Management

    Jan 2020 - May 2024

  • Senior Call Center Manager

    Dec 2016 - Jan 2020

  • Call Center Supervisor

    Jun 2014 - Dec 2016

  • Customer Care Manager

    Jan 2012 - Jul 2014

  • Field Service Technician

    Jun 1996 - Dec 2012