Summary
Overview
Work History
Education
Skills
Software
Interests
Microsoft
Timeline
CustomerServiceRepresentative

Veronica Johnson

Customer Service Representative
Fredericksburg,VA

Summary

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Knowledgeable and dedicated customer service professional with extensive experience in [Customer Service] industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Customer Service position. Ready to help team achieve company goals.

Overview

3
3
years of professional experience
6
6
years of post-secondary education

Work History

Customer Service Representative

Alorica
Fredericksburg, VA
02.2023 - Current
  • Provided primary customer support to internal and external customers.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered constant flow of customer calls with minimal wait times.
  • Updated account information to maintain customer records.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Escalated complicated customer account issues to supervisors and help desk workers.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Met customer call guidelines for service levels, handle time and productivity.

Front Desk Associate

Hyatt Place
Fredericksburg, VA
09.2021 - 02.2023
  • Register guests and assign rooms
  • Use proper telephone etiquette
  • Use proper mail, package, and message handling procedure.
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Answered multi-line phone system and transferred callers to appropriate department or staff member.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Used internal software to process reservations, check-ins and check-outs.
  • Collected room deposits, fees, and payments.
  • Asked customers questions to meet special requests.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
  • Maintained clean and organized front desk areas to uphold polished company image.
  • Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
  • Confirmed important personal and payment information for compliance with security and payment card industry standards.

Team Member

Taco Bell
Fredericksburg, VA
06.2021 - 08.2021
  • Greeting guests
  • Taking/ preparing food and drink orders.
  • Worked scheduled shifts and remained available to work during coworker absences, holidays, and busy periods.
  • Maintaining a clean work environment.
  • Operate drive-thru windows and take inventory.
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Worked different stations to provide optimal coverage and meet production goals.
  • Operated register to process payments and collect cash payment for order totals.
  • Learned all required tasks quickly to maximize performance.
  • Developed strong cooperative relationships with coworkers and managers.
  • Assisted with inventory counts and stocking of merchandise.
  • Developed strong customer service and product knowledge skills to enhance individual and team performance.
  • Maintained overall safe work environment with employee training programs and enforcement of safety procedures.

Merchandise Associate

Marshalls
Fredericksburg, VA
04.2021 - 06.2021
  • Maintain and organize the store front by stocking shelves
  • Arrange merchandise in an appealing manner
  • Interact with customers
  • Assist with any tasks on the sales floor
  • Updated pricing and signage to complete product displays and educate customers.
  • Removed damaged, out-of-code, not-in-set and discontinued items from displays.
  • Organized store merchandise racks and displays to promote and maintain visually appealing environments.
  • Answered customer questions regarding store merchandise, department information, and pricing.
  • Transported merchandise to sales floor and restocked shelves, racks and bins.
  • Updated signage and price tags to reflect current sales.
  • Greeted, serviced and thanked all customers.
  • Monitored inventory levels and kept adequate stock in product displays on sales floor.
  • Inspected merchandise for quality and arranged proper display location on floor.

Service Crew Member

Sonic Drive-in Fredericksburg, VA
Fredericksburg, VA
05.2020 - 08.2020
  • Talked with customers about project specifications, budgets and timelines for top-notch customer service.
  • Operated cash registers and POS systems, handling over $5000 in cash daily.
  • Operated convection ovens and steamers to cook meats, rice and baked food items.
  • Verified freshness of food and ingredients by checking for quality, keeping track of new and expired items and rotating stock.
  • Monitored supply inventory and ordered more to maintain smooth and efficient workdays.
  • Kept customers and crew areas organized.
  • Assisted team members with tasks, increasing overall efficiency and achieving improved customer satisfaction.
  • Measured and recorded storage temperatures for frozen, cold and hot items.
  • Calculated totals, processed payments and issued receipts.
  • Worked well with teammates and accepted coaching from management team.
  • Escalated problems or complaints to relevant supervisor or manager for resolution.
  • Worked front counter, drive-thru and other areas.
  • Provided excellent customer service by greeting customers and meeting quality expectations.
  • Kept food preparation area, equipment, and utensils clean and sanitary.

Education

High School Diploma -

Massaponax High School
01.2017 - 06.2021

Bachelor of Science - Clinical Psychology

University of Mary Washington (UMW)
Fredericksburg
09.2021 - Current

Skills

Complaint resolution

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Software

Operating Systems

Hardware skills

Internet

Email

Typing

Presentation software

Interests

Video game developing

Volunteering

Music

Video Gaming

Traveling

Joining a professional, social or environmental group

Microsoft

I am an enthusiastic, self-motivated, reliable, responsible and hard working person. 

I am a mature team worker and adaptable to all challenging situations. 

I am able to work well both in a team environment as well as using own initiative. 

I am able to work well under pressure and adhere to strict deadlines. 

Timeline

Customer Service Representative

Alorica
02.2023 - Current

Bachelor of Science - Clinical Psychology

University of Mary Washington (UMW)
09.2021 - Current

Front Desk Associate

Hyatt Place
09.2021 - 02.2023

Team Member

Taco Bell
06.2021 - 08.2021

Merchandise Associate

Marshalls
04.2021 - 06.2021

Service Crew Member

Sonic Drive-in Fredericksburg, VA
05.2020 - 08.2020

High School Diploma -

Massaponax High School
01.2017 - 06.2021

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Veronica JohnsonCustomer Service Representative