Summary
Overview
Work History
Education
Timeline
Generic

Richard Britton

Murfreesboro

Summary

Possessing strong analytical and problem-solving abilities, able to understand and streamline complex processes. Knowledgeable about process optimization techniques and data analysis, bringing expertise in workflow management and process mapping. Capable of driving efficiency improvements and contributing to organizational success.

Overview

12
12
years of professional experience

Work History

CS Process Analyst

Verizon
12.2019 - Current
  • Worked effectively in a team environment to assist frontline PACT representatives.
  • Assisted Executive Relations, Voice Connect, Visible, and ATEX with resolving porting issues and sharing relevant information.
  • Developed and implemented strategic plans to address ongoing issues, leveraging critical thinking abilities.
  • Managed the Port Life Cycle process, including uploading data into the Port Life Cycle Bot and handling unauthorized ports.
  • Addressed escalations, managed Filter Groups, and facilitated Visible Migrations to ensure seamless operations.
  • Monitored and resolved issues related to Poof/POUT/NAK and maintained filter groups.
  • Utilized WFM to manage email communications with phone providers, addressing porting issues promptly.
  • Assisting our Funnel Management group with heavy workloads and providing support to customers after hours.

LNP Tier 2

Verizon
06.2015 - 03.2022
  • Executed wireline porting processes to ensure seamless connectivity for clients.
  • Provided expertise to Tier 1 team in managing customer escalations, executing ETNI functions, and correcting LNP TNC errors.
  • Resolved failed activations efficiently.
  • Recognized with the Director's Circle award in 2016 for exceptional performance.
  • Coordinated One Talk port activities to support uninterrupted communication services.

LNP Tier 1

Verizon
07.2013 - 06.2015
  • Handled wireless to wireless port requests to and from Verizon Wireless, ensuring adherence to the LNP quality sequencing model.
  • Provided expert knowledge of porting and exceptional courtesy to resolve customer issues and foster loyalty.
  • Resolved customer concerns using effective problem-solving skills and assessed customer needs based on interactions.
  • Called customer OSP to obtain necessary account information for port completion.
  • Collaborated effectively to enhance team performance and achieve department goals.

Customer Service Representative

Verizon Wireless
09.2012 - 07.2013
  • Handled high volume of inbound customer calls, providing high-quality service and resolving routine and unique inquiries.
  • Conducted Tier 1 troubleshooting to assist customers with device issues.
  • Resolved customer issues through equipment troubleshooting, call handling, and billing inquiries.
  • Handled customer escalations independently, minimizing the need for transfers and ensuring customer satisfaction.
  • Reviewed customer account information to identify needs and recommend appropriate products or services, enhancing customer loyalty and growth.
  • Adhered to attendance guidelines to ensure successful contribution to team’s goals and performance.

Education

High School Diploma -

Shelbyville Central High School

Associate of Arts -

Strayer University
05-2026

Timeline

CS Process Analyst

Verizon
12.2019 - Current

LNP Tier 2

Verizon
06.2015 - 03.2022

LNP Tier 1

Verizon
07.2013 - 06.2015

Customer Service Representative

Verizon Wireless
09.2012 - 07.2013

High School Diploma -

Shelbyville Central High School

Associate of Arts -

Strayer University

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Richard Britton