Veronica Laing
Customer Service
South Bend,IN
Summary
Professional Customer Account Specialist accomplished in managing complex accounts. Extensive experience in handling high volume of inbound and outbound calls from customers.
Motivated Customer Account Specialist with many years of experience. Provides expert beginning-to- end order processing. Skilled in effectively investigating and resolving critical customer issues. Demonstrates solid computer and accounting skills.
Overview
12
12
years of professional experience
Work History
Customer Account Specialist
Medical Business Bureau
South Bend, IN
05.2013 - 09.2025
- Followed up on communication with accounts to maintain customer engagement.
- Scrutinized customers' order activities to determine best options and plans.
- Supported sales team in daily order processing and purchasing.
- Maintained accurate customer account information and databases.
- Identified customers' needs to recommend specific features.
- Reviewed contact and account history to make quality outbound calls.
- Built strong relationships with accounts by focusing on exceptional communication.
- Established customer rapport to quickly mitigate problems while complying with established support processes and procedures.
- Monitored account performance, identifying issues and implementing corrective actions as needed.
- Developed stakeholder communications and training in support of process implementation.
- Negotiated payment plans with clients experiencing financial difficulties, reducing bad debt.
- Conducted training sessions for new Account Specialists on company policies and account management best practices.
Education
Associate of Science - Business
Mishawaka Community College
Skills
- Financial acumen
- Strong negotiation
- Client retention strategies
- Due diligence
- Account investigations
- Customer engagement
- Account updating
- Account administration
- Billing resolutions
- Client engagement
- Customer relationship development
- Cold calling
Timeline
Customer Account Specialist
Medical Business Bureau
05.2013 - 09.2025
Associate of Science - Business
Mishawaka Community College