Veronica Cooper

• Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
• Worked with providers to define quality metrics and outcome reporting process.
• Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
• Performed duties and provided service in accordance with established operating procedures and company policies.
• Developed new employees and on-going performance assessment of current employees.
• Monitored metrics and developed actionable insights to improve efficiency and performance.
• Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
• Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
• Applied best practices in customer service, sales and employee management to exceed organizational goals.
• Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
• Developed documentation and logs of implemented solutions and generated and submitted reports.
• Evaluated interactions between associates and customers to assess personnel performance and implement strategies for customer satisfaction improvement.

• Optimized quality of data by developing and continuously improving data collection and automated upload strategies.
• Validated incoming data against quality standards to eliminate irrelevant or unusable information.
• Ran essential daily, weekly and monthly KPI metric reports from compiled data.
• Outlined appropriate processes and procedures to fulfill and complete inquiries.
• Supported operations staff in researching data configuration and processing issues.
• Supported multiple departments with special projects.
• Helped develop and maintain deliverables and artifact templates.

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• Administered databases to handle high-volume Type data and organize information for analysis.
• Produced monthly reports using advanced Excel spreadsheet functions.
• Gathered information to Type activities and compiled organized, comprehensive records.

• Evaluated performance and policies against metrics.
• Generated reports of findings to help management with making key decisions.
• Designed plans to improve operations and suggested changes to systems for overall organization.
• Prepared maintenance and compliance reports for executive summaries and presentations.
• Assessed and modified operational procedures and tools to achieve optimum quality control.
• Investigated and resolved alerts, conducted queries and culled records to assist with maintenance and problem resolution.
• Supported supervisor and associated team members to maintain system functionality.
• Developed written documents and reports related to programs and operations.
• Identified and analyzed project risks and developed mitigation strategies.

• Counted money in drawers at beginning and end of each shift.
• Handled approximately daily credit and cash transactions for customers with accuracy and speed.
• Monitored self-checkout systems and provided assistance or intervention where required.
• Learned duties for various positions and provided backup at key times.
• Performed cash, card and check transactions to complete customer purchases.
• Used POS system to enter orders, process payments and issue receipts.
• Maintained reports of transactions and greeted customers when entering and leaving establishment.

Graduated Magna Cum Laude

• Graduated Magna Cum Laude
• Dean's List All Semester