Janelle Roberts Wiggins

1114 Harwall Rd.

Baltimore, Maryland 21207
(410) 371-4214
Email: janelle.wiggins@verizon.net
Website:http://JanelleWigginsePortfolio.weebly.com

OBJECTIVE:
To advance into a challenging position that will make use of my expertise in project management, operations, reporting and
customer service.
WORK EXPERIENCE:
Consultant, Contract Management, Verizon Wireless, Laurel, MD August 2011 to present
Recently prepared, submitted and won a proposal that was worth approximately $25 million.
Facilitate the Federal contract process as per guidelines and procedures developed, maintained and taught by
Federal Contracts and Proposals department.
Prepare and deliver initial sales contract (including responses to RFQs/RFPs) to field per customer request for
federal, state and local sales channels selling service utilizing a Federal contract vehicle.
Conduct meetings and calls with sales team members to formulate win-strategy for all proposals.
Facilitate the communication process when revisions to existing or negotiated contracts become necessary.
Interface with Government Legal, Finance and other departments as necessary to facilitate contract processing
and approval
Prepare representations & certification responses, Non-Disclosure Agreements, obtain bid bonds and insurance
certificates as applicable
Coordinator, E&G Sales Operations, Verizon Wireless, Laurel, MD April 2010 to August 2011
Complete thorough review of agency documentation to ensure compliance guidelines are met.
Handle incoming calls from internal and external customers.
Work with Federal Account Managers during the implementation of accounts to the Federal Support Team.
Coordinate the transition of accounts into the Federal Support Team while communicating with sales and the
Federal Support Center to ensure a transparent transition of agency accounts.
Build EWI profiles in accordance with customer documentation.
Build customer accounts in ACSS.
Review of customer purchase orders to ensure compliance guidelines are met.
Assigned as the backup for the Federal Account Purchase Orders Mailbox and analyst.
Coordinator, National Government Accounts, Verizon Wireless, Laurel, MD December 2008 to April 2010
Interact with government agencies in a professional manner.
Answer incoming calls and respond to inquires according to established guidelines.
Conduct Tier 1, 2 and 3 troubleshooting to diagnose and resolve cellular technical issues.
Explain features and benefits of wireless products and services and make recommendations based on customer
needs.
Process service and maintenance request.
Assisted supervisors with NPS callbacks.
Assisted with special rework projects including City of Johnson City and GSA.
Supervisor, BSC Maintenance Team, Verizon Wireless, Hanover, MD July 2006 to December2008
Responsible for the successful management of the Business Service Center Maintenance team. This team
services one of the largest accounts consisting of over 250,000 lines, which brings in approx. $8 million per
month.

Interact with all facets of the business, including sales, account management team, direct sales, treasury,
marketing, technical support, information systems, legal, contracts and proposals, customer financial services,
and credit and order operations.
Supervise large projects and work closely with the implementation and account management teams.
Supervise the daily activity of a team of Coordinators for the Business Support Center who provide
extraordinary service to our external and internal customers. Providing daily feedback to Coordinators
promoting teamwork and encouraging the Verizon Wireless Core Values.
Coordinate and conduct communication sessions and training for the team on a regular basis. Evaluate
employee performance and provide ongoing coaching daily.
Conduct monthly and quarterly reviews, prepare and discuss performance agreements.
In charge of the staffing and hiring of coordinators for the Maintenance Team.

IBAS Coordinator, Verizon Wireless, Hanover, MD September 2004 to July 2006

Responsible for the daily management of Northeast Area IBAS accounts. Provision embedded base employee
and corporate accounts through I2K/Vision by adding the appropriate Tie Code or Group ID.
Added embedded base accounts to CBIS through use of CBIS Tab File.
Directly interface with IBAS customers.
Helped manage the IBAS group's mailbox.
Business Support Center (BSC) Coordinator, Verizon Wireless, Hanover, MD November 2003 to September 2004
Fulfilled equipment and accessory requests for State and Local Government Account customers.
Negotiated directly and handled day-to-day management of corporate accounts and customers.
Tracked and inputted all drop ship requests for State and Local Government.
Audited work to ensure requests were completed efficiently and accurately.
Senior Customer Service Specialist, Verizon Wireless, Hanover, MD May 2003 to November 2003
Continued main functions of Customer Service Specialist.
Provided knowledgeable responses for new team members in reference to customer inquires.
Supported Loyalty Management Department by taking overflow calls from customers wishing to disconnect
service.
Assisted Lead with reviewing credit request.
Customer Service Specialist, Verizon Wireless, Hanover, MD July 2002 to May 2003
Took inbound calls from wireless phone customers to aid with billing issues and inquires.
Recognized customers' needs through price plan analysis and price plan changes.
Used basic troubleshooting procedures to identify service and equipment issues.
Prioritized and organized daily follow-ups.
Aided peers in questions through knowledge of products and services
Cashier/ Front Office Personnel, Giant Food, Inc., Catonsville, MD December 2000 to August 2002
Performed cashier duties.
Assisted customers and issued rain checks.
Supervised all cashiers including gathering tills.
Had access to combination safe and setting office alarm.
Calculated the store sales figures for the business day.
Handled all customer complaints from cashiers.
EDUCATION:
September 1996-December 1999 The University of Maryland at College Park (Animal Science Major).

TECHNICAL SKILLS:
Microsoft Office Suite Excel, Word, Access, Outlook and PowerPoint.

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SKILLS:
Excellent verbal and written communication skills
Ability to work well under pressure.
Familiar with multiple sales channels and practiced in efficient customer service.
Strong leadership skills.
Organized and efficient; able to multi-task, generate status reports.
Knowledge of Verizon Wireless operations and thorough understanding of M&Ps.
REFERENCE:
Available upon request