Amanda Smith
Easley,SC
Summary
Results-oriented professional with extensive leadership experience for over a decade in high-stakes environments. Skilled in strategic planning, operational optimization, and organizational growth. Known for fostering team collaboration and delivering results under changing conditions. Key strengths include strategic vision and stakeholder management.
Overview
11
11
years of professional experience
Work History
Executive Relations Senior Analyst
Verizon Wireless
09.2025 - Current
- Supported daily operations by managing various correspondence types sent to the company's top Executive's as well as the CEO (verbal complaints, written complaints, webmail complaints, Media/PR complaints).
- Collaborated with department and division leaders (Treasury, Operations, Financial Services, Legal, Tech Support, Corporate Security, etc.) to improve business processes and relationships, drive necessary change and provide insightful recommendations to streamline the business.
- Efficiently executed and addressed Urgent Executive Complaints through deep dive investigation and root cause analysis; managing cases and documenting finding effectively in the Centralized Escalation Reporting System (CERS).
Field Execution Process Analyst
Verizon Wireless
08.2023 - Current
- Analyzed data trends to support decision-making processes and enhance operational efficiency.
- Developed reports utilizing analytical tools to communicate insights to cross-functional teams.
- Collaborated with stakeholders to identify process improvements and implement strategic initiatives.
- Evaluated performance metrics to ensure alignment with business objectives and customer satisfaction goals.
- Tasked with creation of spreadsheets, slides, and other visual aids to deliver performance monitoring and recognition.
Support Coordinator Customer Relations Team
Verizon Wireless
05.2018 - 08.2023
- Coordinated customer service initiatives to enhance client satisfaction and loyalty.
- Streamlined support processes, reducing response times for customer inquiries.
- Implemented feedback mechanisms to improve service delivery and client engagement.
- Providing out of the box solution, while working independently with highly escalated customers real time to provide timely resolutions and communicate effectively.
- Developed training materials to enhance team knowledge of products and services.
Culture Crew
Verizon Wireless
05.2017 - 05.2018
- Led daily team meetings to communicate goals, share feedback, and promote a cohesive work environment.
- Boosting the morale of the call center by coming up with various activities and helping facilitate work events for different holidays and outings. (Customer Service Appreciation Week; CSAW, Family Fun Day, Yearly Kickoff Meetings, etc.)
Customer Advocate Specialist
Verizon Wireless
01.2015 - 05.2018
- Collaborated with cross-functional teams to streamline customer support processes.
- Led initiatives to enhance customer satisfaction, resulting in improved retention rates.
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
- Assisted customers in navigating company website features and troubleshooting technical issues as needed.
- Managed a high volume of incoming calls, maintaining composure during peak periods to deliver exceptional service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Master of Science - Business Administration And Marketing
Strayer University
Greenville, SC06-2020
Bachelor of Arts - Mass Communication
North Greenville University
Tigerville05-2013
Skills
- Strong relationship-building abilities
- Administrative support for executives
- Service-oriented
- Office management skills
- Analytical research
- Customer retention
- Project management
- Collaborative team management
Director's Circle of Excellence
An award recognized for those who embrace the priorities of Verizon and attain the highest levels of performance excellence.
Timeline
Executive Relations Senior Analyst
Verizon Wireless
09.2025 - Current
Field Execution Process Analyst
Verizon Wireless
08.2023 - Current
Support Coordinator Customer Relations Team
Verizon Wireless
05.2018 - 08.2023
Culture Crew
Verizon Wireless
05.2017 - 05.2018
Customer Advocate Specialist
Verizon Wireless
01.2015 - 05.2018
Master of Science - Business Administration And Marketing
Strayer University
Bachelor of Arts - Mass Communication
North Greenville University