Verdesa Toliver
Jacksonville,FL
Summary
Accomplished professional with expertise in customer service and conflict resolution, honed at Wawa. Proven track record in enhancing team performance and increasing customer satisfaction. Skilled in Microsoft Excel and active listening, driving data-driven decisions and fostering collaboration. Successfully improved service quality, achieving a 20% boost in client satisfaction.
Overview
18
18
years of professional experience
Work History
Team Leader
Wawa
07.2024 - Current
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Assisted in recruitment to build team of top performers.
- Performed outstanding customer service
Business Analyst
PNC Bank
01.2021 - 07.2023
- Expert in MS Excel, Tableau, SharePoint and Outlook
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
- Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
- Performed gap analysis between existing systems or processes and desired state, identifying areas for improvement or enhancement.
- Improved business processes by analyzing current practices and recommending optimization strategies.
- Performed special assignments with QA in other departments as needed.
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
- Enabled data-driven decision making with advanced analytics tools, generating valuable insights for the organization.
- Implemented best-practice methodologies that improved overall project delivery timelines while maintaining quality standards.
- Streamlined report generation processes, significantly reducing time spent on monthly performance analysis.
Loan Processor
DISYS
07.2020 - 01.2021
- Worked with customers via telephone to answer questions, process transactions, and resolve issues.
- Set up and completed loan submission packages.
- Prepared documents for underwriting by verifying client income, credit reports, and other information.
- Promoted a positive work environment through effective communication skills and teamwork initiatives.
- Increased customer satisfaction with timely responses to inquiries and providing thorough explanations of loan processes.
- Managed multiple loans simultaneously ensuring timely completion of each task assigned without compromising on compliance or quality standards.
- Ensured accuracy of client information, verifying data collected during the application process and updating records as needed.
- Assisted clients in understanding complex financial documents required for completing their loan applications successfully.
- Reviewed loan files for completeness, identified missing documentation, and generated condition lists for applicants.
Administrative Assistant
LanceSoft
11.2019 - 06.2020
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Maintain a high level of accuracy and attention to detail while completing customer verifications/validations and uploading documents.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Assisted coworkers and staff members with special tasks on daily basis.
Customer Service Representative
Canon Recruiting Group LLC
09.2018 - 11.2019
- Handle incoming Wealth Management (and MEAC, MESD Tech calls) client calls utilizing professional telephone and problem-solving skills
- Preformed professional telephone and problem-solving skills
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Managed business account servicing including; Visa spending limit adjustment processing, card activations, PIN setups, stop payment processing, account maintenance
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- 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.
- Responded to customer requests for products, services, and company information.
Escrow Specialist
Agility Staffing
02.2018 - 09.2018
- Developed a keen understanding of industry trends through continuous professional development opportunities.
- Coordinated with title officers to obtain necessary title reports, expediting the preparation of closing documentation.
- Set up escrow transactions, processed deposits and mailed out forms and preliminary title reports for review.
Licensed Medicare Specialist
Interactive Recourses / Florida Blue
06.2017 - 01.2018
- Increased client satisfaction by efficiently addressing and resolving Medicare-related concerns.
- Championed continuous improvement initiatives within the organization, leading to enhanced operational efficiency and heightened levels of employee engagement.
- Leveraged advanced analytical skills to thoroughly review policy offerings, ensuring maximum benefit potential for clients.
- Improved departmental efficiency through the implementation of innovative workflow management techniques.
- Streamlined the enrollment process for new clients, resulting in a higher rate of successful enrollments.
- Enhanced overall customer experience through empathetic communication and active listening skills.
Collector
JPMorgan Chase
08.2007 - 06.2014
- Collaborated with team members to achieve monthly targets, promoting a positive work environment and boosting overall productivity.
- Contacted customers to discuss payment schedules and set up or immediately process payments.
- Reduced outstanding debts by implementing strategic collections tactics and maintaining open lines of communication with customers.
- Streamlined debt collection processes for increased efficiency in the workplace.
- Maintained high volume of calls and met demands of busy and productive group.
- Improved customer satisfaction by effectively resolving delinquent accounts through negotiation and payment plans.
Education
Tavares High
Tavares, FL06-1998
Skills
- Customer service
- Teamwork and collaboration
- Data entry
- Active listening
- Problem-solving
- Attention to detail
- Team motivation
- Critical thinking
- Conflict resolution
- Microsoft Excel
- Microsoft Office Suite
- Documentation
Top associate with the most customer satisfaction survey in a year at Wawa
I received over 50 certificates of appreciation for providing outstanding customer service in my first 90 days of working at Wawa. Many customer said that I am very professional, friendly and respectful. One survey that stood out from the rest was a customer said "I was not having a good day but when we went into Wawa Ms Verdesa went above and beyond with exceptional customer service! She was a kind hearted, sweet and very professional and her sense of humor made me and my girls laugh! Definitely will be back and hope to see Ms Verdesa again." I was awarded with a Paid day off and 50 dollar cash incentive.
Timeline
Team Leader
Wawa
07.2024 - Current
Business Analyst
PNC Bank
01.2021 - 07.2023
Loan Processor
DISYS
07.2020 - 01.2021
Administrative Assistant
LanceSoft
11.2019 - 06.2020
Customer Service Representative
Canon Recruiting Group LLC
09.2018 - 11.2019
Escrow Specialist
Agility Staffing
02.2018 - 09.2018
Licensed Medicare Specialist
Interactive Recourses / Florida Blue
06.2017 - 01.2018
Collector
JPMorgan Chase
08.2007 - 06.2014
Tavares High
Similar Profiles
Linda BethelLinda Bethel
Overnight Supervisor at WawaOvernight Supervisor at Wawa
MaryGrace SilotMaryGrace Silot
Customer Service Representative at WAWACustomer Service Representative at WAWA
Carlycia RuffinCarlycia Ruffin
Cashier at WawaCashier at Wawa
Jacob CraterJacob Crater
Customer Service Associate at WawaCustomer Service Associate at Wawa
Destiny FieldsDestiny Fields
Fraud Operations Specialist at CitibankFraud Operations Specialist at Citibank