Summary
Overview
Work History
Education
Skills
Timeline
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Veronica A. Aperawic

Veronica A. Aperawic

Oklahoma City,OK

Summary

Strong ability to handle multiple tasks and work in a team environment coupled with strong interpersonal, problem-solving, negotiation, planning, organizational and communication skills. Skills also include Documentation, Supervisory, Customer Service, Troubleshooting, Classroom Training, and Graphics Design.

Open and positive communicator with calm and level-headed approach to managing routine needs and meeting special challenges.

Overview

25
25
years of professional experience

Work History

Retail Sales Consultant

AT&T Mobility
OKC, OK
09.2018 - 10.2024

Sales Support Representative

AT&T Mobility
OKC, OK
01.2014 - 09.2018
  • Responsible for ensuring an extraordinary customer experience by facilitating the coordination of customers being welcomed in, prioritizing transactions and advising of any wait time
  • Responsible for troubleshooting effectively and then resolving and/or following up on customer issues, ensuring our customers’ needs are addressed promptly, and communicating with the management team effectively
  • Ensuring positive experience for our internal/external customers by maintaining the integrity of store operating procedures including but not limited to: Inventory management, cash management, point of sale paperwork/record keeping, assists in the adherence to store merchandising standards, and the safety and security requirements in the store
  • Operate various internal tools and systems, terminal consoles and peripheral devices, and maintain time sensitive daily, weekly, and monthly records with a high degree of detail and accuracy
  • Act as the operational liaison between agents, vendors, customers and various AT&T departments
  • Trained in all areas of AT&T's Retail Audit standards and ensure stores monthly compliance

Retail Sales Consultant

AT&T Mobility
Oswego, NY
02.2013 - 01.2014
  • Sells all products and services offered by AT&T
  • Meets all sales objectives
  • Handle all administrative aspects of the sale including: completing customer contracts and warranties, pulling products from inventory, accepting customer payments and filing the completed orders
  • Maintain a strong knowledge of all Company products, accessories, pricing plans, promotions, and service features as well as knowledge of competitive offers and provide critical market feedback to the Store Manager regarding local competition and product/service needs
  • Handle service inquiries from customers
  • Provides efficient, courteous customer service and assistance in all aspects of product offerings and services

CSR- iPhone Support Center

AT&T Mobility
11.2008 - 07.2012
  • Top performer in the call center with high availability, reliability, average handle time and sales
  • Nominated and won Service of Excellence Award for 2009 and 2010 and hand picked by North East Region President for Summit Award for 2009
  • Frequently receives high scores for customer feedback surveys
  • Handles customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution
  • Offers alternative solutions where appropriate with the objective of retaining customer's business
  • Communicates with customers using web-based tools and demonstrates the associated proficiency in typing and grammar
  • Makes financial decisions to protect/collect revenues and adjusts customer accounts
  • Has broad working knowledge of AT&T practices and operations and demonstrates continued and consistent proficiency in most of the skill sets utilized within the Host Call Center

Project Manager - Technical Writer

OnviSource
Enid, OK
01.2003 - 05.2008
  • Manage all engineering and service documentation projects, starting from initial planning through writing and editing, reviewing and revising, indexing, creating graphics through final printing and production and delivery to client
  • Collaborate with programmers, engineers and service technicians during design phase to gain an understanding of the product
  • Analyze requirements of projects to determine types of publications needed
  • Ensure accuracy and completeness of technical documentation, including converting all existing user manuals to Help file format
  • Became part of the design team for a new ASP product responsible for contributing to the initial design phases and the content of the Help pages and insuring grammatical correctness of all pages
  • Project Manager responsible for all OnviSource projects identifying and insuring adequate and appropriate resources were assigned to ensure the project was controlled, the company’s goal for successful completion was achieved and the customer’s needs were met
  • Customer Focus Program Manager responsible for monitoring and communicating severe customer issues to upper management and ensure follow through the issue till resolved

Training Manager

Dendrite International
Morristown, NJ
09.2001 - 06.2002
  • Management and coordination of off-site training events for major Pharmaceutical Company with 6,000 field representatives
  • Responsibilities included classroom coordination, scheduling, training material, production and delivery, and administrative responsibilities
  • Curriculum development consisting of training agendas, in-class exercises, skills assessments, and User's guide
  • Participated in recruiting, interviewing, and training of trainers
  • Coordinated and conducted initial train-the-trainer events as well as follow-up certification processes
  • Coordinated efforts in keeping support staff aware of changes in training curriculum and rosters as well as adjustments in applications and programs that would affect field representatives and the troubleshooting processes

Training Specialist

Dendrite International
Morristown, NJ
02.2001 - 09.2001
  • Designed, conducted and coordinated bimonthly Help Desk trainings for staff of 40 Customer Service Representative’s to continually educate on new software releases and improve communication and troubleshooting skills
  • Developed and maintained User Manuals for Dendrite’s software for client use and reference
  • Developed a CSR New Hire training curriculum to ensure proper training so they can be affective in a 3 week time period
  • When the client released a new version of their software, worked with Training Manager to set up off site multiple training events and ran the command center where trainers and facilitators would gather for updates and meetings
  • When Dendrite’s Canadian operations moved back to the States, was selected to go and learn all software, processes and procedures and bring lessons learned back to the Help Desk
  • Assisted in setting up a new internal Help Desk in a two-week time frame to support the new Canadian software
  • This included developing User Manuals for their software, troubleshooting guides, key contact lists, interviewing and training new CSR’s

Client Service Specialist

Dendrite International
Morristown, NJ
11.1999 - 02.2001
  • Key responsibilities included monitoring, resolving and expediting day-to-day operational issues for a major Pharmaceutical client with field force of 3500
  • Identified and escalated issues in jeopardy of surpassing standard 1 week time for resolution
  • Acted as the client contact and liaison between Dendrite, the Client, Project Team, Hardware Services, Technical Services and Third Party Vendors
  • Was responsible for facilitating a Printer upgrade
  • Orchestrated the recovery of rented equipment from the field force for the purpose of replacing equipment and returning to Rental Company in order to reduce Clients monthly expenses
  • Managed major computer upgrade of over 500 computers during clients National Sales Meeting
  • Additionally managed on-site support staff to minimize field rep downtime
  • Managed monthly off-site help desk for client new hire trainings
  • Reviewed daily, weekly and monthly call reports and escalated trends to Customer Service Manager

Education

Computer Science -

County College of Morris
Randolph, NJ

Milo School of Computer Graphics
Totowa, NJ

Skills

  • Documentation
  • Supervisory
  • Customer Service
  • Troubleshooting
  • Classroom Training
  • Graphics Design
  • Solutions Soft Help Breeze
  • Microsoft Office
  • Microsoft Publisher
  • Microsoft Works
  • Microsoft Front Page
  • Visual SourceSafe
  • Microsoft Visio
  • Seapine Test Track
  • Adobe Acrobat
  • HTML
  • Aldus PageMaker
  • Quark Xpress
  • Adobe Photoshop
  • Frame Maker
  • Clarify
  • Telegence
  • Opus
  • Opus Mobile
  • Sales Force

Timeline

Retail Sales Consultant

AT&T Mobility
09.2018 - 10.2024

Sales Support Representative

AT&T Mobility
01.2014 - 09.2018

Retail Sales Consultant

AT&T Mobility
02.2013 - 01.2014

CSR- iPhone Support Center

AT&T Mobility
11.2008 - 07.2012

Project Manager - Technical Writer

OnviSource
01.2003 - 05.2008

Training Manager

Dendrite International
09.2001 - 06.2002

Training Specialist

Dendrite International
02.2001 - 09.2001

Client Service Specialist

Dendrite International
11.1999 - 02.2001

Computer Science -

County College of Morris

Milo School of Computer Graphics

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Veronica A. Aperawic