Daniel Austin
Murfreesboro,TN
Summary
Multi-functional Onboarding Champion III Representative, Subject Matter Expert, and POD Backup Analyst with over 10 years of experience managing high-volume, complex, and escalated client interactions. Possesses deep subject matter expertise across Customer Service, Tech Support, and Training partnerships, acting as a key resource for new-hire transition teams. A collaborative culture-driver who leverages strong emotional intelligence and analytical skills to resolve complex problems, coach peers, and meet organizational goals within a team-centric environment.
Overview
11
11
years of professional experience
Work History
Port Operations Desk (Backup Analyst)
Verizon Wireless
11.2025 - Current
- Analyzed complex datasets to identify trends and provide actionable insights for strategic decision-making.
- Developed comprehensive reports that improved stakeholder understanding of operational performance metrics.
- Collaborated with cross-functional teams to streamline processes and enhance data accuracy across departments.
- Led initiatives to integrate advanced analytics tools, resulting in improved forecasting capabilities.
- Mentored junior analysts, fostering skill development and promoting best practices in data analysis methodologies.
Onboarding Champion III Subject Matter Expert
Verizon Wireless
06.2023 - Current
- Worked directly with trainers and agents in a classroom environment to answer questions and heighten culture
- Consistently and efficiently assisted both new hires and peers through chat
- Constructed debriefs, group coachings, and training presentations to be delivered and shared with the entire department
- Led group coachings and presentations
- Led cross-functional teams to enhance customer experience and drive service excellence.
- Analyzed customer feedback to identify service gaps and implement improvement strategies.
- Developed training materials for new hires to ensure consistent knowledge across staff.
Onboarding Champion III
Verizon Wireless
03.2022 - Current
- Support inbound calls around more complex processes and large managed accounts.
- Work tickets involving outbound calls to both customers and other providers to assist with order fallout
- Assist with complex system issues
- Responsible for resolving all failed activation situations
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Passionate about learning and committed to continual improvement.
LNP Tier 1
Verizon Wireless
09.2019 - 03.2022
- Navigating multiple systems while simultaneously both receiving and placing outbound calls to assist customers with their orders.
- Learning Federal telephone number policies and procedures, along with the policies and procedures of other carriers
- Assisting with failed activation in our billing system
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Technical Support Expert
Verizon Wireless, US
01.2015 - 09.2019
- Navigating through advanced tools and diagnostics.
- Providing an excellent and seamless customer service experience for each customer
- Troubleshooting and diagnosing device issues
- Troubleshooting, diagnosing, and reporting network issues
- Data entry and ticket filling
- Issuing warranty replacements or negotiating on new devices.
- Resolved technical issues efficiently, enhancing customer satisfaction and loyalty.
- Guided team in troubleshooting complex software and hardware challenges, improving resolution times.
Employee Experience Support Coach
Verizon Wireless, US
03.2018 - 11.2018
- Supported three separate newhire teams during their time through Transition.
- Taught and supported the learning of system tools and positioning
- Supported entire team through Jabber
- Took escalated calls when necessary
- Organized incentives and supported culture
- Did call reviews and filled out calibration forms/commitment checks
- Delivered one-on-one coachings and feedbacks with newhire representatives
- Facilitated training sessions to enhance team performance and customer service skills.
- Developed tailored support plans to address individual customer needs effectively.
CRT Tech Expert
Verizon Wireless, US
01.2016 - 03.2017
- Took Escalated Call types
- Learned and trained in advanced negotiation and positioning tactics
- Supported entire team through Jabber and special projects
- Partnered with supervisor to address strengths and weaknesses on our team
- Ran reports on metrics like NTF and ACS
Customer Service Specialist
Verizon Wireless, US
03.2015 - 12.2015
- Providing an exceptional customer experience
- Living by the Credo by treating our customers with integrity
- Navigating system tools
- Creating an efficient work environment through helping my peers
Education
General Diploma -
Riverdale High School
Tennessee01.2006
Skills
- User Experience
- Software Diagnosis
- Business Development
- Training and mentoring
- Strong analytical skills
- Creative solutions
- Deep expertise
- Teamwork and collaboration
- Multitasking Abilities
- Attention to detail
- Data analysis
- Microsoft and Google Application Proficiency
Accomplishments
Director's Circle 2016
Director's Cabinet 2017
Director's Cabinet 2020
Languages
English
Native or Bilingual
Timeline
Port Operations Desk (Backup Analyst)
Verizon Wireless
11.2025 - Current
Onboarding Champion III Subject Matter Expert
Verizon Wireless
06.2023 - Current
Onboarding Champion III
Verizon Wireless
03.2022 - Current
LNP Tier 1
Verizon Wireless
09.2019 - 03.2022
Employee Experience Support Coach
Verizon Wireless, US
03.2018 - 11.2018
CRT Tech Expert
Verizon Wireless, US
01.2016 - 03.2017
Customer Service Specialist
Verizon Wireless, US
03.2015 - 12.2015
Technical Support Expert
Verizon Wireless, US
01.2015 - 09.2019
General Diploma -
Riverdale High School