Microsoft Office
Veronica Johnson
Customer Support Specialist
Fresno,TX
Summary
Dynamic Customer Support Specialist recognized for elevating customer satisfaction through expert conflict resolution and efficient problem-solving. Demonstrated proficiency in CRM software at Liveops, enhancing service quality and team performance. Notable achievements include exceptional technical troubleshooting and maintaining professionalism under pressure, driving increased customer loyalty. Committed to leveraging expertise to further enhance customer experiences in a fast-paced environment.
Overview
25
25
years of professional experience
Work History
Customer Engagement Specialist (Remote)
Central Research, Inc.
Lowell, AR
03.2023 - Current
- Assisted borrowers with password resets, account unlocks, and security settings adjustments.
- Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
- Identified borrowers' needs and offered appropriate solutions.
- Guided borrowers through step-by-step solutions in a clear, concise manner.
- Updated database with borrowers' details and account status after each interaction.
- Guided borrowers in resolving service challenges, escalating when necessary.
- Engaged in team discussions to explore innovative strategies for resolving borrower queries promptly.
- Handled tech support calls efficiently, delivering timely solutions to technical concerns.
- Leveraged Microsoft Teams to maintain efficient communication across coworkers and management.
- Posed in-depth questions to identify service needs and precisely entered data into electronic systems.
- Delivered effective solutions through thorough technical guidance in response to borrower issues.
- Resolved conflicts with a professional and composed attitude.
- Addressed borrower concerns and assisted lenders with account setup to ensure smooth processing.
- Engage in weekly huddles with management and team leads to discuss insights.
- Adhered to a 40-hour workweek.
Customer Support Specialist (Remote)
Liveops
Scottsdale, AZ
02.2019 - 03.2023
- Maintained comprehensive communication records within the CRM system for subsequent use.
- Optimized process effectiveness by maintaining order in documents across multiple locations.
- Work collaboratively with internal laboratory teams to ensure prompt and thorough testing.
- Processed kit orders for physicians and patients with precision.
- Ensure compliance with the Quality Management System policies and procedures.
- Adhered to a 40-hour workweek.
Customer Support Representative (Seasonal Remote)
Concentrix (Intuit TurboTax)
Newark, CA
01.2019 - 04.2019
- Assist customers with software navigation, help customers locate prior returns and amendments, and escalate calls when necessary.
- Help TurboTax customers by answering their questions concerning TurboTax products and tax return software.
- Communicated solutions effectively with clarity and empathy.
- Advised customers on how best to use products or services offered by the company.
- Diagnosed and fixed technical problems with the aid of provided resources and external tools.
- Maintained an up-to-date knowledge of products and services offered by the company.
- Addressed customer concerns effectively through the use of remote troubleshooting tools.
- Adhered to a 40-hour workweek.
Customer Service Representative (Remote)
Sykes-Alpine Access
Tampa, FL
09.2017 - 02.2018
- Assisted customers with credit card accounts and payments.
- Advised clients on suitable credit products tailored to their needs.
- Handle customer inquiries and concerns.
- Processed credit card payments and researched account details.
- Processed payments received from customers by mail or online banking systems.
- Updated databases with new and modified customer data.
- Assisted customers with navigating the online payment portal successfully.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Resolved billing and service complaints through bill adjustments.
- Adhered to a 40-hour workweek.
Customer Service Sales/Retention Representative
AT&T (Formerly Southwestern Bell Telephone, LLC)
Dallas, Tex
08.2000 - 06.2011
- Addressed customer and client concerns effectively while maintaining a focus on resolution and satisfaction.
- Listened actively to customers, understanding their needs for customized solutions.
- Answered customer inquiries in a timely manner regarding product features and benefits.
- Executed virtual onboarding processes to guarantee smooth customer transitions.
- Recommended diverse upgrades, features, and accessories to align with customer needs.
- Achieved high standards in sales and customer service consistently, reflecting dedication to superior performance.
- Created and implemented retention and solutions strategies to keep clients satisfied and maintain optimum QA scores.
- Strengthened customer loyalty through effective program implementation.
- Contributed to team sessions focused on strategizing and enhancing customer loyalty initiatives.
- Entered customer's billing data alongside their preferences and order details.
- Identified opportunities to upsell additional products or services.
- Adhered to a 40-hour workweek.
Education
High School Diploma -
Evan E. Worthing High School
Houston, TX06-1988
Some College (No Degree) -
Alvin Community College
Alvin, TXSome College (No Degree) -
Houston Community College
Houston, TXSkills
- CRM Software Utilization
- Account Management
- Scheduling
- Complaint resolution
- Effective Time Management
- Adaptive team player
- Credit adjustments
- Opening and closing accounts
- Microsoft Office Suite
- Positive and professional
- Task prioritization
- Technical troubleshooting
- Critical thinking
- Microsoft Excel
- Merchandise upselling
- De-escalation techniques
- Money handling
- Problem-solving
- Customer service
- Customer Support Experience
Accomplishments
- I exceed monthly sales goals on a consistent basis and was rewarded with incentives for the month.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Career advancementWork-life balanceHealthcare benefitsWork from home optionPaid time offPaid sick leave401k matchStock Options / Equity / Profit SharingCompany CultureFlexible work hoursQuote
Success is not the key to happiness. Happiness is the key to success. If you love what you are doing, you will be successful.
Albert Schweitzer
Timeline
Customer Engagement Specialist (Remote)
Central Research, Inc.
03.2023 - Current
Customer Support Specialist (Remote)
Liveops
02.2019 - 03.2023
Customer Support Representative (Seasonal Remote)
Concentrix (Intuit TurboTax)
01.2019 - 04.2019
Customer Service Representative (Remote)
Sykes-Alpine Access
09.2017 - 02.2018
Customer Service Sales/Retention Representative
AT&T (Formerly Southwestern Bell Telephone, LLC)
08.2000 - 06.2011
High School Diploma -
Evan E. Worthing High School
Some College (No Degree) -
Alvin Community College
Some College (No Degree) -
Houston Community College
Software
CRM (Customer Relationship Management)
EPIC
Google Drive
Communication Tools
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