Verizon Wireless employs thousands of people who work directly with customers. These men and women make Verizon Wireless the nation's wireless leader in customer loyalty - posting the lowest customer turnover rate among national wireless service providers. Following are just a few of the representatives who keep our customer service performing at award winning levels.
Valerie Wellington
Customer Service Supervisor
Alpharetta, Georgia
“We wear many hats in customer service, but we always remember our number one priority: to make each customer happy.”
“As a human being, I am a customer of someone else, somewhere down the line. When you realize that, you can't help but provide the best possible service.” With that in mind, Valerie, a customer service supervisor, coaches and develops her team of front-line representatives to provide premier service to each person who calls the Alpharetta Call Center and achieve quality customer satisfaction.
Mohan Jhangiani
Financial Services Coordinator
Dublin, Ohio
“Customer Service is the number one issue for people who rely on Verizon Wireless.”
Mohan Jhangiani, a financial services coordinator, and his team help to resolve customers' billing issues, digging in to everything from researching financial statements to tracking payments in order to find solutions. He and his team strive to provide customers with the best possible service, recognizing that their interactions have a lasting impact: “The customer service experience is what the customer retains.”
Ellen Dame
Customer Service Coordinator - Federal Wireless Support
Laurel, Maryland
“Our customers need us just as much as we need them, so we take good care of them.”
Ellen Dame and her team help government clients maintain their bills online and analyze their usage using Verizon Wireless’ Internet bill analysis tools On-site training visits are a big part of Ellen’s job, during which she conducts “how to” sessions for new government cusotmers. “I love going to the client – I love the feeling of accomplishment when we can enable customers to do what they need to do. The look on their faces is astonishing – it’s like ‘Wow, we’ve really accomplished something great today.’”
Thomas Knapp
Customer Service Coordinator - Business Support Center
Rancho Cordova, California
“Every day presents new opportunities to do something great for our customers.”
“It's about being reliable,” says Thomas Knapp, a work flow coordinator. Thomas and his team provide support for business customers with accounts of 1000+ lines. Thomas and his team recognize that reliability extends beyond the network, and they strive to always make the service they provide even better. “We need to make sure that everyone is taken care of. Each line - each person - is important. They depend on us to meet their needs and to be accessible.”
Jordan Espy
Quality Assurance Coordinator
Folsom, California
“I have a great team that is passionate about making the customer experience as great as possible.”
Jordan Espey is one of the nine quality assurance coordinators at the Folsom Call Center whose job is to review calls from data customers and provide help representatives serve customers even better. Jordan’s behind the scenes work is a vital part of Verizon Wireless’ customer service program. “Our goal in quality assurance is to help the representatives solve customer’s problems better because that phone call is what the customer remembers.”
