Verona Lynn
Cheltenham,PA
Summary
Experienced Customer Service Expert with proven history in Quality Control excellence. Accomplished in various software programs. Troubleshooting and up-selling Premium memberships. Dedicated to keeping excellent customer interaction records.
Overview
27
27
years of professional experience
Work History
Case Manager
Sutherland Global Services Inc. AirBnB
01.2023 - Current
- Monitored program performance and outcomes for successful delivery of services.
- Managed caseload to satisfy multiple patients with clients needs.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Retention/Loyalty Specialist
Sutherland Global Service Inc. AT&T
01.2022 - 01.2023
- Adhered to appropriate legal scripting when required.
- Tracked key metrics and developed spreadsheets and data models.
- Managed campaigns for various clients that consistently exceeded sales goals.
- Developing strategies to retrain customers.
- Communicate with customers and support staff.
Advance Technical Support Specialist
Sutherland Global Services Inc. AT&T
07.2020 - 01.2022
- Write, understand, tailor, document, and execute change request,
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Monitored systems in operation and quickly troubleshot errors.
- Managed high levels of call flow and responded to At&t's technical support needs.
- Coordinate complex trouble resolution for At&t's Voice Over IP platforms.
Customer Service Representative / Contractor
MPH Consulting Group
04.2019 - 07.2019
- Recruit new applicants for communication devices
- Process through the National Verifier
- Setup and activate electronical devices
- Maintain accurate daily log of inventory and new clients
- Offer and process upgrade devices
- Troubleshoot and service any technical issues
- Direct Sales and Marketing.
Direct Sales / Customer Service Representative
Elite Marketing
06.2013 - 10.2016
- Process applicants for communication device
- Direct sales and marketing
- Maintain daily log of new clients
- Troubleshoot and service existing clients.
Sales / Quality Control Agent
Harp North Inc.
07.2008 - 06.2013
- Monitor, critique, and counsel agents to ensure adherence to the FDA guidelines
- Log reports, analyze shift goals achievements with recommendations for probation and or termination
- Assist agents with problematic calls
- High call volume in Call Center environment.
Lead Agent / Customer Service Representative
NewCo Services Inc.
03.2002 - 05.2008
- Answer inbound calls within guidelines/goals established by contact center management
- Respond to request for assistance and/or possible processing of credit card authorizations
- Answer inbound calls from valued clients and assist them with their inquiries
- Complete maintenance as requested including address changes, check orders, stop payments, account closings and updates, ATM/Debit card transactions
- Assist other agents with problematic calls and provide fast, strategic resolutions
- Track and monitor teams progress during shift to ensure quality and goals are met.
Corporate Travel Agent
Rosenbluth International
08.1996 - 03.2002
- Responsible for Domestic and International air, hotel, and car accommodations for clients
- Research and offer lowest possible fares to accommodate corporate budget
- Calculate total travel cost
- Resolve scheduling conflicts and other issues as they arise
- Incorporate leisure travel when requested by client during corporate travel
- Print tickets
- Working knowledge of APOLLO Computer System.
Education
APOLLO Reservation System -
.
Pittsburgh, Pennsylvania07.1996
Business -
Community College of Philadelphia
Philadelphia, PA04.1993
Skills
- Problem solver
- Strong negotiation skills
- Reliable
- Proficient in various computer programs
- Critical Thinking
- Extensive phone, in-person, and remote customer service
- Excellent interpersonal skills
- Ability to multi-task with accuracy in fast-paced setting
- Working knowledge of Telegence, Opus, Clarify, TS&R, Nova
- Proficient in PARS, BABS, and Apollo Reservation Systems
- Experienced in various Microsoft Programs
Timeline
Case Manager
Sutherland Global Services Inc. AirBnB
01.2023 - Current
Retention/Loyalty Specialist
Sutherland Global Service Inc. AT&T
01.2022 - 01.2023
Advance Technical Support Specialist
Sutherland Global Services Inc. AT&T
07.2020 - 01.2022
Customer Service Representative / Contractor
MPH Consulting Group
04.2019 - 07.2019
Direct Sales / Customer Service Representative
Elite Marketing
06.2013 - 10.2016
Sales / Quality Control Agent
Harp North Inc.
07.2008 - 06.2013
Lead Agent / Customer Service Representative
NewCo Services Inc.
03.2002 - 05.2008
Corporate Travel Agent
Rosenbluth International
08.1996 - 03.2002
APOLLO Reservation System -
.
Business -
Community College of Philadelphia
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