Veronica Wright
Smyrna,DE
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
Work History
Customer Service Agent
American Airlines
Philadelphia, PA
09.2011 - Current
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
- Developed and maintained courteous and effective working relationships.
- Coached employees through day-to-day work and complex problems.
- Provided passenger assistance at ticket counter and gate areas by issuing tickets, checking baggage and assigning seats.
- Coordinated with ramp agents to successfully store, remove and transport customer baggage.
- Verified identification and travel documents to efficiently board passengers for on-time departure.
- Used airline computer system to create airline tickets and boarding passes.
- Resolved over 50 customer issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management
Leasing Consultant
Berger Rental Communities
Chichester , PA
12.2020 - 02.2021
- Marketed diverse properties to prospective clients and consistently exceeded target closing rates.
- Verified tenant incomes and other information before accepting lease applications.
- Distributed and followed up on tenant renewal notices.
- Assisted prospective tenants in paperwork completion and other logistics to facilitate smooth move-in processes.
- Responded to messages and inquiries from various parties and used well-developed active listening and open-ended questioning skills to promote quick issue resolution.
- Resolved conflicts between tenants regarding noise, encroachments and parking.
- Conducted property showings to highlight features, answer questions and redirect concerns to close contracts.
- Greeted clients, showed apartments, and prepared leases.
Paratransit Bus Operator
First Transit, Inc.
Philadelphia, PA
05.2009 - 12.2010
- Assisted elderly and disabled passengers entering and exiting shuttle.
- Protected riders with good driving habits, emergency first aid and discrete handling of special circumstances.
- Inspected vehicle regularly to identify and handle upkeep needs and maintain professional appearance for customers.
- Observed city, street and highway driving regulations and took necessary driving precautions when transporting customers.
- Checked condition of vehicle's tires, brakes and safety equipment to maintain systems in working order.
- Transported customers to and from locations.
- Drove 100 passenger shuttle bus to and from terminal
Education
High School Diploma -
Philadelphia High School For Girls
Philadelphia, PASkills
- Issue and Complaint Resolution
- Courteous with Strong Service Mindset
- Upbeat and Positive Personality
- Calm and Professional Under Pressure
- Understanding Customer Needs
Timeline
Leasing Consultant
Berger Rental Communities
12.2020 - 02.2021
Customer Service Agent
American Airlines
09.2011 - Current
Paratransit Bus Operator
First Transit, Inc.
05.2009 - 12.2010
High School Diploma -
Philadelphia High School For Girls