Veronica Bovero
Orlando,FL
Summary
Dynamic Customer Service Manager at ADP with a proven track record in project management and regulatory compliance. Expert in data analysis and team leadership, driving KPIs and enhancing processes. Skilled in employee training, fostering talent development, and ensuring client satisfaction through effective communication and strategic initiatives.
Overview
19
19
years of professional experience
Work History
Customer Service Manager Employment Tax
ADP
Maitland, USA
05.2022 - Current
- Provide ongoing support to Tier 1 tech support teams to enhance service for Employment Tax Account Managers and their clients.
- Educate associates by identifying knowledge gaps and addressing them through targeted training initiatives.
- Lead efforts to implement a new career path for Tier 1 tech support associates, supporting growth, retention, and skill development.
- Managed team KPIs, coaching associates to achieve success.
- Reviewed data to identify process improvement opportunities.
- Ensured compliance for Account Managers and clients with tax regulations.
- Participate in client escalations to help resolve complex issues efficiently and effectively, including contracts, pricing and client pain points.
- Supported clients during year-end W2 processing and quarterly close tasks.
- Led initiatives as project manager to enhance departmental procedures.
- Facilitated timely funding from clients, addressing potential penalties for delays.
- Collaborated with Legal on contract funding issues affecting business continuity.
Advanced Roles Team Lead
Booking.com
Orlando, USA
03.2019 - 05.2022
- Manages team KPIs and sets SLA goals for new/existing tasks
- Managing teams that have a regional and global impact, making sure all deadlines are met
- Oversees handling of high risk cases in NORAM and LATAM region
- Networking with our internal/external stakeholders in PR, Legal, Fraud and Security teams
- Identifying pain points in processes and creating/updating them by using cawemo
- Responsible for communicating with Operational Excellence on optimizing systems such as Zendesk
- Reviewing large sets of data and determining if processes need to be improved or changed
- Responsible for conducting interviews, creating and grading assessments for supervisory positions (approx. 100+)
Customer Service Team Lead
Booking.com
Orlando, USA
12.2016 - 03.2019
- Take ownership of team performance and holds accountability where necessary
- Reach out proactively to Quality and other Leaders to make sure we are aligned on business processes
- Identifies gaps in business processes and communicates solutions to upper management and stakeholders
- Responsible for conducting interviews every hiring seasons (approx. 100+)
Customer Service Agent/Senior
Booking.com
Orlando, USA
06.2013 - 12.2016
- Assist Team Leads in overseeing team including running performance spot checks, facilitating biweekly team meetings, and implementing weekly newsletter
- Provide in depth training to hotel staff regarding use of Booking.com’s internal reservation system
- Guide hotel staff through managing rates, availability, promotions, policies, and restrictions
- Reducing costs for the company on large high risk cases while also protecting the brand
Warehouse Associate
Plug n’ Play Toyz
St. Petersburg, USA
01.2013 - 05.2013
- Received and processed orders accordingly including tracking customer invoices and processing payments
- Provided customer support via phone and email assisting with online orders, complaints, and inquiries
- Offered productive solutions while addressing customer inquiries and needs to increase customer satisfaction
Manager
Azienda Agricola Bovero
Imperia, Italy
01.2010 - 06.2012
- Responsible for overseeing three departments: Agricultural Production, Packaging, and Shipping while ensuring production and quality met company standards
- Within departments, sole responsibilities included processing invoiced payments, analyzing data to determine if improvements needed in sales procedures, and being responsible for maintaining inventory
- In 6-week increments, within each department, trained up to 20 new hires at a time. Training included growing and nurturing plants from seeds to mid-size, then packing and shipping said plants
Cashier
Office Depot
St. Petersburg, USA
05.2007 - 02.2008
- Trained and supervised multiple new hires in way of company policies and procedures including monies handling, opening and closing responsibilities, and retail shrinkage
- Selected to serve on store’s retail theft prevention team while helping reduce theft by 15%
- Maintained a positive and professional customer-service oriented attitude while encouraging coworkers to achieve company goals
Education
Bachelor in Business Management - HR Specialization
Seminole State College
Orlando, FL08.2024
Associates in Arts Degree -
St. Petersburg College
St. Petersburg, FL05.2011
Skills
- Employee training
- Project management
- Data analysis
- Customer service
- Regulatory compliance
- Team building
- Performance management
- Talent development
- Effective communication
- Training and coaching
- Team leadership
- Performance tracking and evaluation
Languages
Italian
Native/ Bilingual
Spanish
Limited
Portuguese
Elementary
References
References available upon request.
Timeline
Customer Service Manager Employment Tax
ADP
05.2022 - Current
Advanced Roles Team Lead
Booking.com
03.2019 - 05.2022
Customer Service Team Lead
Booking.com
12.2016 - 03.2019
Customer Service Agent/Senior
Booking.com
06.2013 - 12.2016
Warehouse Associate
Plug n’ Play Toyz
01.2013 - 05.2013
Manager
Azienda Agricola Bovero
01.2010 - 06.2012
Cashier
Office Depot
05.2007 - 02.2008
Bachelor in Business Management - HR Specialization
Seminole State College
Associates in Arts Degree -
St. Petersburg College