Veronica Fields
Jonesboro
Summary
Seasoned Customer Service professional with 8+ years of experience delivering exceptional support across digital platforms. An Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
4
4
years of professional experience
Work History
Lead Customer Service Representative (Team Lead)
Circle K
Jonesboro, LA
08.2022 - Current
- Mentored team members on effective communication techniques and conflict resolution strategies.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Assisted customers with inquiries, ensuring prompt and accurate responses while also managing service requests, improving overall customer satisfaction through timely resolutions.
- Utilized CRM software to track customer interactions and maintain detailed records and also documenting customer interactions accurately in CRM systems to maintain service quality standards.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Education
High School Diploma -
Jonesboro-Hodge High School
Jonesboro, LA05-2020
Skills
- Complaint handling
- Active listening
- Critical thinking
- Performance Metrics (CSAT)
- Call management
- Data entry
- Customer Complaint resolution/Customer Support
- Customer Support Tools
- Escalation management
- Tech-Savvy (Microsoft Teams, Google Workspace,etc)
- Complaint resolution
- Problem-solving
- Attention to detail
- Administrative support
Timeline
Lead Customer Service Representative (Team Lead)
Circle K
08.2022 - Current
High School Diploma -
Jonesboro-Hodge High School