Open to opportunities

hannah edgin

@hannahedgin

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Customer support leader driving satisfaction, retention, and team performance.

United States

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What I'm looking for

I seek a customer-focused role where I can lead teams, improve processes, and drive satisfaction and retention through coaching, CRM optimization, and customer-centric strategies.

I am a customer support and client relations professional with over 12 years of experience delivering empathetic, efficient solutions and improving customer retention through clear communication and creative problem-solving.

At Verizon Wireless I managed service operations for business clients, led a team of 12, implemented feedback systems, and achieved top-tier service recovery and upsell conversion rates while training clients and new hires on systems and processes.

Previously, I coordinated business programs for the City of Phoenix, supporting small and minority-owned businesses, maintaining organized documentation, and building long-term partnerships that improved program outcomes.

Experience

Work history, roles, and key accomplishments

Customer Support Manager

Verizon Wireless

Jan 2012 - Jan 2024 (12 years)

Oversaw customer service operations for business clients, led a 12-person team, and maintained top-tier customer satisfaction and retention while driving high service recovery and upsell conversion rates.

Customer Support Team Leadership Salesforce Escalation Management Process Optimization Upselling Reporting

Business Program Coordinator

City of Phoenix

Jan 2006 - Jan 2012 (6 years)

Coordinated onboarding, training, and program guidance for small and minority-owned businesses, managed vendor and department coordination, and maintained documentation systems to improve response time and compliance.