Apple

Technical Expert

Technical Specialist

Specialist

Cloud Service Delivery Manager

Cisco

High Touch Operations Manager

Verizon Business

• Generate new business in assigned territories through prospecting, cold calling, networking and generating leads and referrals using the SalesForce platform.
• Assessment of store sales team performance and initiating development plans to narrow competency gaps in regards to business sales.
• Administer daily sales results and activities to ensure sales, retention, and compliance objectives are met.
• Continued education of wireless products, services, industry trends and the competitive dynamics of the marketplace. 
• Identify customer needs to leverage key industry trends within specific verticals.
• Utilize solution-based selling techniques to fully demonstrate the value of Verizon's products and services.

Retail Specialist- SMB

• Maintains governance over multiple complex accounts. 
• Defends customer relationships throughout the post-sale life-cycle ensuring customer loyalty.
 • Delivers Quarterly Business Reviews and monthly Service Reviews to customers in order to present Key Performance Indicators reflecting the state of their business and network operation. 
• Employs internal teams in order to maintain customer order deadlines, SLA agreements, implement billing corrections, effect project completion schedules, and affect other customer impacting deliverables.
 • Identifies and upholds contractual agreements between Verizon and clients which may result in utilizing other Verizon resources to correct any customer issues. 
• Notifies sales of all possible leads for expanding revenue and growing customer relationship and product subscriptions of Verizon services. 
• Educates and trains customers on the correct procedures and usage of the Verizon portal and assists customers to use the portal tools to ensure that this self-service feature results in higher client satisfaction and faster issue resolution time.
 • Acts as the client advocate utilizing internal teams to solve client requirements adding value to the customer relationship. 
• Maintains a proactive mindset in order to anticipate possible difficulties within projects. Ensuring procedures are followed and customer’s expectations are met. 
• Received multiple recognition for excellence in both internal team and external customer support.
 • Receives first level escalations before they go to senior manager in order to mitigate number of manager escalations that are required.
 • Assists in the training of new hires which results in better client satisfaction and employee efficiency and productivity.
 • Excels in building relationships with key players both externally and internally. This provides ideal footholds to utilize resources when dealing with difficult escalations or problematic situations.

Customer Success Manager

Verizon

• Answering incoming calls from customers with order inquiry and/or trouble reports.
• Provide troubleshooting support for internet, telecommunications, and television services.
• Perform analysis and isolation of trouble conditions to create ticket reports.
• Sort trouble descriptions into User, Voice Network, Data Network, and Video Network issues in order to provide resolution and closeout when applicable.
• Operate a ticketing system to determine dispatching on trouble reports and service orders to appropriate outside installations and/pr repairs.
• Promise team member. An off-line agent that proactively follows up with customers with chronic troubles to provide further support and verify resolutions to service issues.

Fiber Customer Support Analyst

Transportation Security Administration (TSA)

• Monitor surroundings, screen passengers, and physically search their accessible property on a daily basis as a means of threat deterrence. 
• Provide customer service and assisting passengers with any questions relating to transportation security. 
• Coached and lead a team of Transportation Security Officers as an Acting Lead Transportation Security Officer (LTSO) when the LTSO is absent. This helps management in keeping security screening operations running efficiently.
• Managed specific checkpoint lanes by collecting metric data of passenger throughput, which help identify weaknesses in the screening procedures. This data is shared with Management and Federal Security Director Staff. 
• Assisted in threat mitigation and emergency management exercises with the Emergency Response Team(s). These teams are activated locally to implement measures during emergency situations.
• Performed search and repossession of lost property at screening checkpoint. Responsible for the transferring of property to offsite storage. Provide customer service for passengers that make requests for lost property, which are stored and monitored at our off-site location.

TSO Officer

SigNET Claims Solutions

• Performed customer service for injured parties receiving No-Fault insurance benefits as a result of a motor vehicle accident. Received medical claims submitted by different insurance carriers that were monitored for elements of fraud.
• Organized and set-up Independent Medical Examinations that may determine if further medical treatment was necessary. This aided in deterring fraud by releasing injured parties from receiving continued treatment.
• Performed maintenance and assistance with the IT department in network monitoring, hardware/software troubleshooting and repairs for office staff. 
• Development and protection of HIPAA information stored on company databases of injured parties with the IT department

Customer Service Representative/IT Helpdesk Support

GEICO

• Performed customer service for injured parties receiving No-Fault insurance benefits as a result of a motor vehicle accident. Received medical claims submitted by different insurance carriers that were monitored for elements of fraud.
• Organized and set-up Independent Medical Examinations that may determine if further medical treatment was necessary. This aided in deterring fraud by releasing injured parties from receiving continued treatment.  
• Monitored the injured parties’ case to see if there were any instances of fraud. Made sure that the injured party had sufficient funds to claim medical benefits. Once funds were exhausted we were prompted to contact the injured party to close out their file. Benefit funds were dependent on policy limitations.

PIP Claims Examiner

• Performed general clerical duties in the office. 
Processed files and mailed legal documentation from No-Fault insurance court proceedings to different offices of attorneys representing injured parties. 
• Routed incoming correspondence to the different attorneys and mailed out their legal documents to other internal and external attorneys’ offices. 
• Utilized office automation equipment such as fax machines, copiers and computer database systems. These devices aided in daily clerical duties as well as file processing and mailing.

Mail Clerk

Davis Vision

• Provided customer service for insurance customers of Davis Vision who needed glasses, contacts or services from our list of in network providers. 
• Answered questions regarding policies and different plan options, along with eligibility inquiries.
• Placed orders for glasses and contacts from doctors’ offices.

Customer & Provider Services/Order Entry Representative

Goal orientated individual. Aiming to serve my community and country in the field of Homeland Security, Telecom & Information Technology.

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Alton R Waldon IV, ITIL

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.css-1jgreyo{background-image:linear-gradient(284deg, rgba(39,43,72,1) 0%, rgba(33,47,183,1) 100%);color:transparent;-webkit-background-clip:text;background-clip:text;}Alton R Waldon IV, ITIL's Linkedin Analytics

Alton R Waldon IV, ITIL

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Alton R Waldon IV, ITIL's Linkedin Analytics