William Chestnut
Alpharetta
Summary
Customer service professional with proven leadership in optimizing team performance and enhancing customer satisfaction. Developed targeted training programs and improved operational workflows, driving business transformation and identifying risk mitigation strategies. Analytical skills positioned for impactful contributions as a global enterprise advisor.
Overview
19
19
years of professional experience
Work History
Wireless Customer Care Supervisor
Verizon Wireless
Alpharetta
01.2025 - Current
- Supervised customer service team to enhance service levels and improve customer satisfaction.
- Handled escalated customer issues, safeguarding high service quality standards.
- Developed staff skills in product knowledge through targeted training programs.
- Collaborated with departments to swiftly address complex customer issues.
- Optimized department schedules for maximum coverage during peak times.
- Directed enterprise support team using analytics to pinpoint areas needing improvement.
- Collaborated with cross-functional groups to launch products and promotions effectively.
- Created documentation reports to track sales metrics and identify process improvements.
Business Government Consumer Operations/Coordinator Floor Support
Verizon Wireless
09.2019 - 03.2020
- Developed strategic plans for team calibrations, leveraging call flow tool to enhance employee understanding of delivering exceptional business solutions to premier customers.
- Provided escalation support to coordinators in absence of management and offered constructive feedback on de-escalation techniques for customer interactions.
- Identified training opportunities and areas of risk, presenting data to management to enhance business knowledge and awareness of products and services.
Business Government Consumer Operations/Coordinator
Verizon Wireless
04.2019 - 03.2020
- Resolved customer inquiries, complaints, billing concerns, and service requests, enhancing overall customer satisfaction.
- Acted as point of contact for leadership during absences, identifying and escalating potential issues while providing feedback to improve business practices.
- Communications champion on team responsible for building morale, creating out of box solutions to team members' concerns, and identifying process improvements while managing daily job tasks.
Service Desk/Analyst
Delta Dental
03.2018 - 08.2018
- Delivered technical phone support for field users, managing 30-40 inbound calls daily to resolve issues efficiently.
- Facilitated support for remote users by creating, updating, and escalating tickets using remote capability tools.
- Resolved password reset and user access issues by administering token and passphrase distribution through Symantec encryption server.
Customer Service/Support Representative
AT&T
10.2014 - 04.2017
- Demonstrated strong knowledge of AT&T products and services while applying a consultative approach in customer interactions.
- Provided tailored recommendations to help customers maximize product use and deepen their understanding of technology.
- Coordinated retention efforts and identified creative solutions and sales opportunities across channels for diverse customer types.
Financial Aid Center/Manager
Kaplan University
01.2010 - 06.2012
- Interpreted federal regulations and professional literature on financial aid, influencing modifications that informed legislative changes.
- Implemented, reviewed, and recommended changes to departmental policies and procedures, enhancing operational efficiency and ensuring compliance with regulatory requirements.
- Trained team members in task completion and timely achievement of daily goals, fostering a more productive work environment.
Financial Aid Center/Desk Officer
Kaplan University
07.2007 - 01.2010
- Executed complex financial aid processes while ensuring accurate school records. Completed additional training to stay current on process and policy changes, consistently exceeding monthly goal of $1.5M in past due accounts.
- Guided students through financial aid process by providing accurate, up-to-date information and following up through various communication methods.
- Managed telephone coverage by answering inbound calls from students and internal customers, while also making outbound calls for various business purposes.
Education
Bachelor's Degree - Bachelors of Arts, Business Administration
Strayer University
06-2022
Skills
- Client management
- Project Management
- Process Improvement
- Data Analysis
- Analytical
- Critical Thinking
- Strategic Planning
- Decision Making
- Time Management
- Leadership
- Inter-departmental collaboration
- Problem solving
Timeline
Wireless Customer Care Supervisor
Verizon Wireless
01.2025 - Current
Business Government Consumer Operations/Coordinator Floor Support
Verizon Wireless
09.2019 - 03.2020
Business Government Consumer Operations/Coordinator
Verizon Wireless
04.2019 - 03.2020
Service Desk/Analyst
Delta Dental
03.2018 - 08.2018
Customer Service/Support Representative
AT&T
10.2014 - 04.2017
Financial Aid Center/Manager
Kaplan University
01.2010 - 06.2012
Financial Aid Center/Desk Officer
Kaplan University
07.2007 - 01.2010
Bachelor's Degree - Bachelors of Arts, Business Administration
Strayer University