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Margaret M Rogers 5433 Palmetto Road
New Port Richey, FL 34652724-996-0258
To attain a position that challenges me and is rewarding in my career progression with a stable company.
STRENGTHS: Demonstrate urgency when given new tasks to handle Solve problems quickly and easily Be productive in a high stress situation Detail oriented person Excellent time management skills
EMPLOYMENT HISTORY: Verizon Wireless Customer Relations Team (CRT) March 2016-Present
Assist Representatives with deescalating customers Floor support when management is not available Resolving customers issues in an escalated situation
Verizon Wireless Floor Support October 2015-March 2016 Support representatives with questions and customer issues Help to support supervisors
Verizon Wireless Tech Expert Tampa, FL March 2014- Present
Work well with others on the team in a fast paced changing environment.
Troubleshoot customer’s technical issues with Verizon Wireless services.
Breakthrough Program for Management Currently assisting with floor support program Filled in for supervisor in care for three weeks
Verizon Wireless BGCO Coordinator Warrendale , PA Aug 2011-March 2014
Handle small to medium business accounts Member of the Red team-Assisted with business center goals and
to drive center results. Technical training team- Point of contact for technical questions,
and troubleshooting and filing Network Repair Bureau tickets. Subject Matter Expert – Follow up team working and completing
follow ups in a timely manner and assisted with escalations for teams.
Assisted other teams with peer to peer shadowing and provided feedback and best practices to increase sales and ARPD.
Received employee of the month for two months 2012. NPS project team started at 50% and ended in November at
56.25% a 6.25% increase to NPS.
Three day repeat project decreased from 16.75% to 14.79% in November
Verizon Wireless Data Technical II July 2011-Aug 2011
Verizon Wireless Cranberry Twp,PaData Technical Rep. July 2010-July 2011
Help support internal and external voice and data issues Troubleshoot devices along with PC and network connection Extreme Support Managed a care team for a supervisor 12 hours per
week. Looked at team member’s credits and made sure correct for supervisor to approve. Took escalations for team members and coached to what we could improve to decrease escalations.
Verizon Wireless Cranberry Twp. PaSenior customer service rep. April 2010-July 2011
Handle high call volume in a stressful environment and to be able to handle continuous calls. Being polite and courteous on phone with customer complaints and billing issues.
Itts project assessed teams Itts tickets and went over how to lower by making sure accurate information on shipping
Mentored team members and improved call work time from 16% down to 9%
Verizon Wireless Cranberry Twp, PaCustomer service rep. Oct.2008-April 2010
Handled billing questions, customers concerns and to troubleshoot phone issues.
EDUCATION: Harrisburg Area Community College Harrisburg, Pa
Aug. 2004-Aug.2006 Microsoft Outlook and excel complete courses
Pima Community College Tucson, AZA+ Certification June 2010-Dec.2010
CompTIA A+ Essentials CompTIA A+ Practical AppStrayer University Current
Pursuing a Bachelors in Business Management 140Credits out of 180 completed
