Veronica Gonzales
San Bernardino,CA
Summary
Helpful Senior Customer Service Executive possessing friendly demeanor and excellent problem-solving and communication skills. Bringing 20 years of experience increasing customer satisfaction levels and business performance by handling and analyzing complaints and designing customer service strategies. Dedicated to creating positive impression on customers to build and retain customer base.
Overview
6
6
years of professional experience
Work History
Customer Service
Accenture, Flex/ Maryland Department of Labor
02.2022 - 09.2025
- , emphasizing ability to help claimants navigate eligibility (involuntary job loss, able/available for work), manage complex processes (EDD/UI Online), resolve issues (overpayments, earnings discrepancies), and maintain confidentiality while connecting them to resources like job searches. Examples include "Resolved complex claimant issues regarding benefit calculations and eligibility," "Managed high-volume inquiries via phone and online platforms for EDD claims," and "Ensured accurate reporting of earnings and work search activities".
- Provided exceptional customer service and consistently performed quality services.
- Maintained standards of quality, timeliness, productivity and customer service.
- Claim Processing: Filing, managing, certifying for benefits, UI Online.
- Eligibility Determination: Understanding "no fault of your own," able & available, looking for work.
- Problem Solving: Addressing payment delays, income discrepancies, benefit denials.
- Policy Knowledge: Applying EDD rules (base period, WBA, misconduct).
- Communication: Explaining complex rules clearly, handling sensitive situations.
- Data Entry/Accuracy: Reporting earnings, work history.
Customer Service Representative
Adecco Staffing/ Maryland Department of Labor
04.2021 - 02.2022
- Documented and detailed calls and complaints using call center's CRM database.
- Promptly responded to inquiries and requests from prospective customers.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Video Security Analyst
Adecco Staffing/Amazon
01.2021 - 03.2021
- Led contact tracing efforts for North American operations sites, ensuring timely responses and adherence to Service Level Agreements (SLAs) during the COVID-19 pandemic, my proficiency in various software's enable me to successfully build profiles and contact traces on over 1000 cases, I consistently identified critical incidents promptly, allowing for swift and effective responses leading minimize the spread of during the pandemic, as a skilled communicator I successfully cultivated strong relations with site leadership and loss prevention teams.
- Organized professional with expertise in managing resources and optimizing performance. Proficient in providing valuable insights and supporting decision-making processes. Committed to enhancing productivity and contributing to overall success.
Customer Service Team Lead
Adecco Staffing / Target Financial Services
06.2020 - 12.2020
- Essential leadership skills in customer service include effective communication, empathy, problem-solving, adaptability, and the ability to motivate and inspire teams. These skills ensure high performance, customer satisfaction, and a supportive work environment. Supervising daily team activities. Handling escalated issues. QA and agent performance evaluation. Reporting and admin duties.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Evaluated customer service staff performance and provided constructive feedback.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
Customer Service /Guest Financial Service
Adecco Staffing
01.2020 - 06.2020
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Identified and contacted customers with overdue accounts to address payment status.
- Negotiated payment plans with customers to prevent accounts from entering collections.
- Documented customer payment interactions and account statuses for future reference.
- Analyzed customer financial records to determine appropriate payment plan.
- Entered client details and notes into system for interdepartmental access and review.
- Cultivated interpersonal skills by building positive relationships with others.
Education
High School Diploma -
Puente Hills High School
Hacienda Heights, CA10-1989
Word Processor Certification - Word Processing
El Dorado College
West Covina, CA10-1991
Skills
- Problem-solving skills
- Customer service leadership
- Fundamentals of insurance
- Effective communication
- Data interpretation
- Effective problem resolution
- Effective relationship management
- Quality assurance in service delivery
- Service-oriented background
- Customer service and retention
- Customer service understanding
- Customer service leadership
Accomplishments
- Achieved Top Quality Performance by completing unemployment insurance claims with accuracy and efficiency.
RECOGNITION
High Performance 2025, High Performance 2024
Timeline
Customer Service
Accenture, Flex/ Maryland Department of Labor
02.2022 - 09.2025
Customer Service Representative
Adecco Staffing/ Maryland Department of Labor
04.2021 - 02.2022
Video Security Analyst
Adecco Staffing/Amazon
01.2021 - 03.2021
Customer Service Team Lead
Adecco Staffing / Target Financial Services
06.2020 - 12.2020
Customer Service /Guest Financial Service
Adecco Staffing
01.2020 - 06.2020
High School Diploma -
Puente Hills High School
Word Processor Certification - Word Processing
El Dorado College