Danielle James

Experience

• 

  Party City

  Sept 2002 - Mar 2006

  Assistant Manager

  •Actively participated with Party City Management, and for overall Customer Service presentation and planning for future ad campaigns and sales.•Responsible for hiring, training, scheduling, and overall development of key staff employees•Responsible for the planning, coordinating, executing and completion of store projects including seasonal changes.•Pro-Actively evaluated customer needs and helped find effective solutions to achieve customer objectives and product knowledge. •Developed and implemented a training program for new hires with regards to system applications and reporting procedures. Show less

• 

  Verizon Wireless

  May 2006 - Mar 2012

  •Assisted management with handling escalattions.•Ensure customer satisfaction and resolve all customer issues and concerns.•Performed rate package evaluations and proposed solutions that would benefit the company and ensure a great customer experience.•Maintained and grew existing consumer and business customer base and effectively handled opportunities to mitigate churn.•Qualify and close prospective customers, and recommend appropriate wireless solutions with regard to price plans, enhanced services, handsets and accessories. Show less

  • Senior Customer Service

    Apr 2011 - Mar 2012

  • Customer Service Representative

    Apr 2010 - Apr 2011

  • Consumer Telesales

    May 2006 - Apr 2010
• 

  Verizon

  May 2012 - Dec 2021

  • Generate new prospect leads and secure the acquisition of new business accounts with cold calling & face to face interactions• Educate territory accounts on wireless service options and products to help assist them in making well-informed purchases• Successfully conduct training to a team of 30+ on effective prospecting and lead conversion tactics in order to obtain goals • Increase excitement from business prospects about the company’s diverse portfolio of solutions by hands-on demonstrations.• Providing support while uncovering new sales opportunities for existing customers in a given territory.• Educate the customer on all Verizon Wireless devices (4G, 5g, feature phones, mobile broadband, machine to machine and data products) and features.• Participate in training opportunities on products and services and attend sales meeting2019 Gold Club Winner2018 President’s Cabinet Winner2018 Winner CircleFearless Footwear Leader Award Show less • Verizon Lean Six Sigma (VLSS) process improvement that drive results and increase probability• Provide support for 3 third-party vendors (CMP) agencies that represent 120 million yearly.• CMP partnerships earn $1.2 million in cost reduction annually through business automation utilization and call-in-rate reduction.• Working with cross-functional teams both internal and external to provide insights into daily activities toacquire biggest gains for CMP relationships and customer experience.• Employs Life Cycle Management techniques to improve performance in all Account Health Score Indicators:churn smartphone take rate, self-serve, lines in contract and Call in Rate.• Develop monthly operational analytics and portfolio metrics to bolster explanations and build a thorough understanding of P&L performance by National Account and/or National Account Location. Show less •Pro-actively manage customers by engaging them on chat sessions, and perform the full range of customer service functions including: •Identify and assess customer intentions based on their interactions (e.g., type of self-serve transaction attempted) on the VZW online portals •Take accountability for first chat resolution in MY Biz/VEC online portals, respond to customer chats and efficiently resolve issues around billing inquiries, equipment activation, line suspension, add/removal of features, upgrades, adding-a-line and account payments •Provide guidance on how to navigate VZW online portals and educate customers on steps required to complete a specific self-serve transaction•Pro-actively offer and educate the customer on the benefits and pricing of recommended products and services and explain how the recommendations will resolve current and future issues•Evaluate customer account to identify high risk customers, pro-actively solve for potential issues on customer account to reduce churn and respond to specific chat requests routed from other internal teams Show less •Provides quality customer service to major, national and government accounts with difficult or complex customer issues. •Ensure that all complex and technical issues are reviewed using Tier II Troubleshooting.•Responsible for customer follow ups end to end, including engaging key decision makers. •Review customer account information while on calls, identify and act on sales opportunities; applies expert consulting skills by introducing broad VZW solutions / upgrades over products and services to address technical and business issues•Educate the customer on the benefits and pricing of recommended products and services and explain how the recommendations will resolve current and future issues•Focus on securing portfolio expansion opportunities with customers while on the same call and convert into an immediate sales opportunity where possible•Assist in identifying high-risk customer groups and plan process to address issues raised / anticipated; •Leverage relationships with all internal departments to follow-up and check on all customer problems and ensure that specific internal teams (e.g., Tech Support, Network Team, My Business Trouble Tickets, etc) completely resolve the customer problem within 24 hours Show less

  • Small Medium Business Account Manager

    Mar 2016 - Dec 2021

  • Telecom Expense Advisor

    Jan 2015 - Mar 2016

  • Web Chat Coordinator

    Jun 2013 - Jan 2015

  • Small Medium/Business Self Serve Pilot

    Aug 2014 - Dec 2014

  • Business Solution Specialist

    May 2012 - Jun 2013
• 

  Verizon Business

  Dec 2021 - now

  Retail Business Sales Manager