VERONICA BULLOCK
Hattiesburg,MS
Summary
Dynamic customer service manager with extensive experience leading teams to boost client satisfaction and retention. Skilled in developing training materials that enhance employee performance and service quality. Proficient in analyzing service metrics to identify opportunities for improvement.
Overview
18
18
years of professional experience
Work History
Customer Service Manager
Life Communication LLC
Gulfport, Mississippi
01.2024 - Current
- Managed customer service team to improve client satisfaction and retention rates.
- Developed training materials for onboarding new customer service representatives.
- Implemented feedback systems to enhance service quality and response times.
- Analyzed service metrics to identify improvement trends and growth opportunities.
Customer Service Representative
LiveOps
Remote
09.2019 - 10.2023
- Resolved customer inquiries and complaints across multiple communication channels efficiently.
- Handled complex issues requiring supervisor attention to ensure prompt resolution.
- Provided accurate information on additional services and products when relevant.
- Delivered precise responses or escalated inquiries to supervisors as necessary.
- Maintained professionalism during interactions with customers, providers, and contractors.
- Addressed customer concerns swiftly to enhance satisfaction and retention.
US Census Enumerator
U. S. Census Bureau
Hattiesburg, MS
08.2020 - 10.2020
- Conducted in-home interviews to gather demographic data from citizens.
- Explained survey objectives and procedures to potential interviewees.
- Assisted individuals in interpreting interview questions for clearer responses.
- Guided participants in completing survey forms and clarified items as needed.
- Verified accuracy of information on survey forms and data collection pads.
Administrative Assistant
Agape Outreach International Ministries
Norfolk, VA
02.2011 - 06.2016
- Coordinated appointments and scheduled meetings to optimize time management.
- Prepared financial reports to support strategic decision-making.
- Maintained confidentiality and exercised discretion in handling sensitive information.
- Drafted documents, reports, and memos to ensure clear communication.
- Responded to calls and emails promptly to address inquiries and concerns.
- Managed expenses and travel assignments for efficient resource allocation.
Medical Biller
Bon Secours Hampton Roads
Portsmouth, VA
02.2008 - 02.2011
- Submitted claims to insurance companies and ensured timely processing and payment of claims.
- Conducted research to verify insurance coverage and reviewed denied claims for resolution.
- Assisted patients with billing inquiries, enhancing clarity on financial responsibilities.
- Collaborated with doctors, nurses, and medical staff to input data and verify entry accuracy.
- Operated point of sale system, managing transactions via cash, credit card, and check.
- Interacted with patients to address concerns and resolve customer complaints effectively.
Education
MBA - Healthcare Management
Florida Institute of Technology
12-2013
Bachelor - Healthcare Administration
University of Phoenix
05-2011
Skills
- Critical thinking and problem solving
- Leadership and teamwork
- Time management
- Communication skills
- Computer proficiency
- Team collaboration
- Pressure management
- Microsoft PowerPoint and Office
- Multitasking abilities
- Customer service excellence
Timeline
Customer Service Manager
Life Communication LLC
01.2024 - Current
US Census Enumerator
U. S. Census Bureau
08.2020 - 10.2020
Customer Service Representative
LiveOps
09.2019 - 10.2023
Administrative Assistant
Agape Outreach International Ministries
02.2011 - 06.2016
Medical Biller
Bon Secours Hampton Roads
02.2008 - 02.2011
MBA - Healthcare Management
Florida Institute of Technology
Bachelor - Healthcare Administration
University of Phoenix