Veronica Gonzales

Managed high-volume inbound calls via phone and video assisting claimants concern regarding with inquiries on claim processing, Filing weekly certification, applying for benefits, eligibility determination: Understanding “no fault of your own,” able & available, looking for work with positive attitude and focus on customer satisfaction. Data Entry/Accuracy: Reporting earnings, work history.

Handled billing and payment issues by following guidelines and resolving disputes.

Actively listened to customers, handled concerns quickly and escalated major issues to supervisor. Used critical thinking to break down problems, evaluate solutions and make decisions.

Cross-trained and backed up other customer service managers.

Delivered prompt service to prioritize customer needs.

Followed-through on all critical inter-departmental escalations to increase customer retention rates.

Managed high-volume inbound phone calls

Delivered prompt service to prioritize claimant concerns regarding, eligibility, applying for benefits, filing weekly certifications claim and payment status

Developed highly empathetic claimant relationships and earned reputation for exceeding service standard goals.

demonstrating empathy, critical thinking and resolving problems swiftly during the pandemic.

compute knowledge in MS Word, Excel, Outlook, Salesforce and beacon 2.0, Typing 45 wpm

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. Proficient in providing valuable insights and supporting decision-making processes

• 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.

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.

Customer Interaction: Answering calls/emails, providing product/service info, taking orders, resolving complaints/billing issues, and notifying customers of status updates.
Order & Logistics: Processing orders, coordinating deliveries/pickups, addressing routing issues, and handling product recalls.
Data & Records: Maintaining accurate customer interaction records, transaction details, and complaint logs.
Problem Solving: Investigating complaints, checking order accuracy (invoices/requisitions), and ensuring issues are resolved.