Velda Herring
Charlotte,United States
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
40
40
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Concentrix
05.2025 - Current
- Provided exceptional customer service to a high volume of inbound calls, consistently meeting or exceeding performance metrics
- Demonstrated strong product knowledge to effectively address customer questions and provide accurate information
- Utilized CRM software to accurately document customer interactions and update account information
- Recognized as top performer within the call center team based on consistently high levels of customer satisfaction ratings received from post-call surveys
- Provided product knowledge and troubleshooting assistance to enhance customer satisfaction.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Retention Advisor
Concentrix
02.2019 - 04.2025
- Top 3 performer in company
- Display willingness to assist and empathy as needed
- Analyzed customer data to identify trends, providing valuable insights for retention initiatives.
- Leveraged CRM tools to track customer interactions and retention metrics efficiently.
- Negotiated contract renewals, securing continued business partnerships with satisfied clients.
- Boosted revenue through upselling and cross-selling opportunities during customer interactions.
Emergency Advisor
Concentrix
10.2018 - 02.2019
- Primary function aiding members in need of police, fire or medical attention
- Certified Medic
- Work well under pressure and follow through on items to completion
- Great active listening skills and situational awareness
- Ability to learn and process new information quickly
- Courteous with strong customer service orientation
- Strong communication skills
- Excellent attention to detail
OnStar Advisor
Concentrix
01.2017 - 10.2018
- Provided exceptional customer service to a high volume of inbound calls, consistently meeting or exceeding performance metrics
- Resolved customer inquiries and complaints in a timely and professional manner, ensuring customer satisfaction
- Demonstrated strong product knowledge to effectively address customer questions and provide accurate information
- Managed escalated calls from dissatisfied customers, de-escalating situations and finding appropriate solutions
- Utilized CRM software to accurately document customer interactions and update account information
- Collaborated with cross-functional teams to resolve complex issues that required input from multiple departments
- Recognized as top performer within the call center team based on consistently high levels of customer satisfaction ratings received from post-call surveys
Supervisor/Manager
APAC Customer Service
07.2014 - 02.2015
- Supervise team productivity, monitor workload, and address periods of peak volume, ensure quality and standards are consistently achieved and guidelines are followed and met.
- Maintain accurate documentation and recording in required systems.
- Ensure all incoming calls from client and/or customers are executed in a professional, polite, and courteous manner.
- Led initiatives aimed at improving overall team performance and meeting key service metrics.
- Maintain diplomacy and tact when dealing with upset or escalated calls.
- Managed high-volume calls while maintaining service quality and adherence to protocols.
- Accountable for all decisions, actions, and directives with respect to job responsibilities.
- Responsible for progressive discipline with regards to attendance, performance and all aspects of company policy up to and including termination.
- Follow up in a timely manner to ensure customer satisfaction.
- Knowledge, understanding, compliance, and enforcement of all applicable Federal, State, and Local laws and regulations that regulate the customer service industry.
- Responsible for progressive discipline with regards to attendance, performance and all aspects of company policy.
- Responsible for respective department's overall performance and for motivating team to exceed department goals and objectives.
- Provide feedback to management concerning possible problems or areas of improvement.
- Make recommendations to implement improved processes.
Small Business Solutions Manager
AT&T Mobility
06.1999 - 02.2015
- Upstart new inbound small business call center as a dedicated support line to assist small businesses' 5-99 line.
- Resolve customer and Office of the President escalations
- Prepare reports
- New Hire manager/offline manager/voice manager/ Offline Echat for online communication
- Develop and implement incentive enhancement programs
- Write and conduct reviews monthly and annually as well as provide day to day feedback as needed
- Interview process for potential new hires
- Expert in CMS, AVAYA, IEX
- Implement bonus structures and metrics for offline Bill review team, High Level adjustment team, Bulk transaction team, SPOC (specialize personal care for our customers), Escalations and voice groups
- Monitor and coach Adherence, conformance and average handle time
- Deliver Disciplinary actions to include conducting QIR (Questionnaire & Investigative report) for Legal
- Assist with wire line/mobility/DSL/Share web hosting/Tech 360
- Review call monitoring sessions for voice taking Trusted Professionals to improve NPS, wave, First call resolution and Tacrift surveys
- LEAP philosophy and coaching model. Focused on positive reinforcement of behaviors.
- Partnering with project teams to help establish policy/procedures for the teams/department, metrics and system implementations
Supervisor/Manager
AT&T Mobility
12.1995 - 06.1999
- Supervised employees to research customer's information thoroughly using available resources and detective like skills. Investigated high dollar items for retrieval and delivery back to customer to avoid claims.
- Managed a team of 15-17 to ensure call quality, high Employee motivation and high morale.
- Developed, for the Supervisor staff a program to improve the productivity of our employees and bring them within performance levels.
- Evaluated employees monthly, held team meetings, handled escalations, payroll, addressed attendance and behavioral issues, worked closely with HR on terminations and employment hearings.
- Approved/denied claims of $1000+. Provided feedback to Supervisors on their representative's performance.
Firewatch Representative
JA Fitzpatrick Nuclear Power Plant
01.1991 - 01.1992
- Surveyed hot spot areas where contractors did various works. Class C biochemical certified.
- Managed inventory control systems, ensuring accurate tracking of equipment usage.
- Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
Supervised representatives in the Personnel Administrative office
United States Armed Forces
11.1985 - 08.1990
- Oversaw operational readiness and training programs for diverse military personnel.
- Coordinated logistical support for various military operations, ensuring timely resource allocation.
- Developed and maintained standard operating procedures to ensure compliance with military regulations.
- Welcomed and serviced arriving/departing Soldiers and their Families to set tone of customer experience and provide a friendly atmosphere
- Responsible for daily reports on statistics entered and delivered to JAG office
Education
Bachelor of Arts -
Buffalo State College/Columbia College
North Syracuse, NYSkills
- Supervising experience
- Communication skills
- Customer service
- Team management
- Training & development
- Leadership
- Sales
- Call center operations
- Team leadership
- Process improvement
- Empathy in service
- Negotiation skills
- Quality assurance
- Customer retention strategies
Certification
- Green Belt Six Sigma
- Present
Military Service
- Branch: Army
- Service Country: United States
- Rank: Sgt
Timeline
Customer Service Representative
Concentrix
05.2025 - Current
Retention Advisor
Concentrix
02.2019 - 04.2025
Emergency Advisor
Concentrix
10.2018 - 02.2019
OnStar Advisor
Concentrix
01.2017 - 10.2018
Supervisor/Manager
APAC Customer Service
07.2014 - 02.2015
Small Business Solutions Manager
AT&T Mobility
06.1999 - 02.2015
Supervisor/Manager
AT&T Mobility
12.1995 - 06.1999
Firewatch Representative
JA Fitzpatrick Nuclear Power Plant
01.1991 - 01.1992
Supervised representatives in the Personnel Administrative office
United States Armed Forces
11.1985 - 08.1990
Bachelor of Arts -
Buffalo State College/Columbia College