Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Certification
Timeline
Generic

Veronica Adams

Montgomery,Tx,

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

30
30
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Teleperformance Usa
11.2020 - Current
  • Worked for various campaigns: Abbott Laboratories, United Healthcare, Scotts Miracle Gro and Turbotax Intuit.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
  • Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
  • Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
  • Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
  • Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Provided primary customer support to internal and external customers.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Tracked customer service cases and updated service software with customer information.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.

Life Changers Global Coordinator

Life Changers Global
10.2011 - 11.2020
  • Responsible for managing a team of 8
  • Spearheaded informative consultant conferences
  • Responsible for validating proper scheduling for team members to maximize efficiency in facilitating cross-channel feedback from customers and employees to management and executive teams
  • Ensured that activities conformed to local, federal, industry and company standard
  • Responsible for observing and analyzing processes to identify inaccuracies and areas where improvements could be made
  • Identified and resolving any problems within the team's productivity
  • Responsible for developing and maintaining clear operational guides to ensure consistency of operations
  • Responsible for corresponding reports to department heads, management teams, and boards of directors to provide insight into the overall efficiency of the organization
  • Maintained excellent interpersonal skills to build strong relationships with colleagues
  • Excelled in good communication, including speaking, writing, and active listening
  • Responsible for maintaining strategic planning and problem-solving skills
  • Introduced methodology about analyzing processes and systems to fully understand their functions
  • Strong project management skills implemented
  • Comfortable in a high-pressure environment.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Terminix Pest Control Customer Service Representative

Terminix
06.2003 - 03.2005
  • Responsible for answering multi-line switchboard
  • Processed appointment request for customers
  • Processed orders and applications
  • Created customer profiles
  • Answered customer complaints and found resolutions to satisfy customers
  • Maintained time schedules for employees
  • Responsible for promptly responding to customer's inquiries
  • Responsible for keeping records of customer interactions and completing surveys of the customer's experience
  • Ensured customer satisfaction and maintained great customer support.

Switchboard Operator

Jefferson Regional Medical Center
09.2001 - 02.2003
  • Answered multi-line incoming calls
  • Routed incoming calls to various departments in the hospital
  • Acted as a customer service representative when there were questions or complaints from callers
  • Mobilized emergency calls and operated the alarm system to notify staff and doctors
  • Maintained directory logs and data from Physicians and department heads.
  • Improved call efficiency by effectively routing and managing incoming calls for a busy office environment.
  • Enhanced customer satisfaction by promptly addressing inquiries and directing them to the appropriate department.
  • Maintained accurate records of all calls, ensuring timely follow-ups and resolution of issues.
  • Assisted in reducing hold times with swift call handling and efficient use of switchboard system features.
  • Collaborated with team members to develop best practices for consistent customer service delivery.

Pine Bluff School District Paraprofessional

Paraprofessional
08.1994 - 09.2000
  • Assist the Lead Teacher and Assistant Teacher in devising and implementing special strategies for reinforcing skills based on the special needs and abilities of each child
  • Work with individual children or small groups of children identified as having a moderate to severe disability reinforcing new skills initially introduced by the teacher
  • Assist the Lead Teacher in administrating and scoring appropriate screenings and assessments required by the program according to the designated timelines
  • Utilize research library, research, plan, and develop age-appropriate activities for lesson plans in conjunction with Lead Teacher, Assistant Teacher, and Education Coordinators
  • As a parent advocate, maintain open communication with parents by scheduling conferences and home visits and helping to resolve issues or concerns raised by parents and staff
  • Complete all necessary paperwork for classroom activities; maintain accurate and up-to-date progress notes for all primary care children, especially those identified with a disability
  • Attend and actively participate in all IEP meetings with teaching staff and parents
  • Assisted students in wheelchairs on and off the bus.
  • Increased student literacy rates by implementing targeted reading strategies in individualized instruction plans.
  • Enhanced classroom engagement through the use of interactive teaching methods, such as group projects and hands-on activities.
  • Collaborated with other teachers to plan interdisciplinary units that connected subjects and promoted deeper understanding among students.
  • Identified struggling students early on and provided additional support through tutoring sessions and modified lesson plans.
  • Mentored new teachers, sharing best practices and providing guidance to help them adapt to their new roles successfully.
  • Differentiated instruction to accommodate diverse learning needs, ensuring each student had an equal opportunity for success.
  • Assessed student performance regularly using both formative and summative assessments to inform future lesson planning.
  • Maintained accurate records of student progress, attendance, and behavior to facilitate ongoing communication with parents about their child''s educational journey.
  • Managed classroom behavior effectively by establishing clear expectations, modeling appropriate conduct, and consistently enforcing established rules and consequences.
  • Continuously pursued professional development opportunities such as workshops or conferences to stay current in educational trends.
  • Collaborated with teachers and therapists to develop individualized educational plans for each student, ensuring optimal progress.

Education

High school diploma or GED in Communications -

University of Phoenix-Online Campus
01.2024

Skills

  • Windows XP
  • Microsoft Office Suite
  • Salesforce
  • Adobe
  • Outlook
  • Word Processing
  • Multi-line Phone Systems
  • Customer Education
  • CRM System Proficiency
  • Live Chat Support
  • Technical Support
  • Order Processing
  • De-Escalation Techniques
  • Payment Processing
  • Multi-Line Phone Talent

Accomplishments

Awarded Circle of Excellence Award with current employer.


Affiliations

  • Community Outreach

Certification

Ministerial License

Dean of Education for School of Ministry

Timeline

Customer Service Representative

Teleperformance Usa
11.2020 - Current

Life Changers Global Coordinator

Life Changers Global
10.2011 - 11.2020

Terminix Pest Control Customer Service Representative

Terminix
06.2003 - 03.2005

Switchboard Operator

Jefferson Regional Medical Center
09.2001 - 02.2003

Pine Bluff School District Paraprofessional

Paraprofessional
08.1994 - 09.2000

High school diploma or GED in Communications -

University of Phoenix-Online Campus
Veronica Adams