Shermicka Young

809 Channing Dr
Madison,TN 37115
Phone 615-635-7788
E-mail sy7f1248@westpost.net

Objective-To secure a position with a secure company

that will allow me to utilize my skills and
increase my knowledge while benefiting my employer.
Professional Oct 2003-June 2010 Verizon Wireless Nashville, TN
Experience
Trainer Oct 2007-Feb 2008
*Facilitated Sales Training classes for Continuity Marketing
representatives to help achieve a Performing or Leading
Close Rate percentage on meeting Performance Agreement
standards. Generated my own curriculum and
over 75% of representatives improved month over month.
*Processed Grade Evaluations for New Hire within a Phone Lab
environment setting to show Developing, Performing, or
Leading status in Skill Set.
*Facilitated continuing education classes to existing CSR's
for new products, services, customer service skills and
market launches.
Actively participated in Floor Support, One-on-One Coaching/
Effective Feedback.
*Communicated effectively with other departments and
Marketing counterparts to discuss upcoming Trainings/Campaigns.
Quality Assurance Partner May-Aug 2007
*Responsible for the listening to, the scoring of and
reporting on calls for Continuity Marketing Operations.
Facilitating calibration/group sessions with a secondary
focus on Customer Survey analysis.
*I initially set it up for the progress of 21 reps from
Marketing to start taking calls and worked
with them on steps to ensure a smooth Quality call.
*Responsible for identifying areas of service improvements
and developing programs which will improve the overall
quality of the customer's experience when interacting
with the Call Center.
*Actively participated for the overall quality of customer
interactions, and making improvement recommendations.
Offline Enterprise Mailbox Coordinator Mar 2006-2007
*Processed Price Plan Analysis for Enterprise customers with
5-100 lines of service. Sent reports daily to ensure
appropriate processing expectations based on campaigns and
forecast.
*Created Excel Spreadsheets that contained Marketing
objectives based on forecast for the South Area.
*Contacted business customers with a professional
and courteous attitude to gain acceptance of new
calling plans.This helped to alleviate any possible
risk of churn.
*Facilitated huddle meetings, trained representatives on
offline procedures, and worked with the B2B Rate Plan
Analysis Tool.
*Job shadowing in Financial Services, which included
learning the CACS, FS, and TOPS systems.Gained a working
knowledge of the various offline groups such as
Government and National Financial departments.
Audit Compliance Coordinator Jan-Feb2006
*Handled OCC and DRC audits for Welcome, Loyalty, Enterprise
departments. I was in charge of auditing for 125 employees.
The audits focused on correct policies and procedures for
effectively ordering equipment, data, accessories, and
issuing credits.
*Point of contact for representatives, supervisors,
and upper management.
*Gave feedback, valuable tips and insights to
representatives/ supervisors to lessen mistakes
within the auditing process.
Enterprise Loyalty Coordinator Mar 2005-Mar 2006
*Assisted business customers with Continuity Marketing
campaigns to increase sales. Within this department, I was
able to handle any type of functionality including
activations, ports, ordering new equipment/data,
and Tier-1 Technical Support.
*Generated leads for Business Account Executives with up to
100 lines of service. These leads generated business
within the small sector.
*Provided valuable feedback to Quality by trialing various
genres of the Quality form. This helped in building
strategies for representatives to have a smoother and
professional call.
*Participated in CSMDP (Customer Service Management
Development Program), which is a comprehensive program
leadership development workshop.
Welcome Call Lead Oct-Dec 2004
*Served as a point of contact for escalated calls, provided
floor support, and assistance with online tools.This
department focused on touching a new customer within
one week of activating new service.We were able to
access the account and make sure features/plans/data
were correct.
*Monitored up to 30-40 reps at time with IEX Monitoring
system to gague adherence issues..
Senior Loyalty Customer Service Representative Oct 2003-Feb 2005
*Assisted customers in the South Area with marketing
campaigns that are designed to reduce churn and gain higher
revenue of sales. I was Tier II Customer Service Rep and
handled various calls from rate plan analysis and ordering
equipment.
*Facilitated Mini Team meetings as a Captain within four
months of hire.Volunteered my time and raised funds for various organizations.
*Facilitated presentations with other members in
eam Meetings.Provided floor support and filled in
for Supervisors on numerous occasions.
Education 1998-2002 Middle Tennessee State University M'boro,TN
B.S.,Communications, Minors in Spanish and African-American Studies
2004-2010 University of Phoenix Nashville,TN
MBA, Masters in Business Administration
Skills
Microsoft Suite of Products,
Adobe/Macromedia Products, various Telecommunication systems
Additional Experience
*Youth Director for Old Hickory Community Church, 2005-2006
*Coordinator for Building Committee for Old Hickory Community Church 2005-2006