Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Veronica Lockhart

Miami,FL

Summary

Talented Customer Support Manager with expertise resolving issues within set time limits to maximize customer satisfaction. Excels at building customer loyalty and generating repeat business opportunities. Proven experience implementing large-scale customer service processes and managing support teams that span multiple locations.

Overview

8
8
years of professional experience

Work History

Customer Relations

PREMIER IT NETWORKS
Hollywood, FL
05.2017 - Current
  • Implemented quality assurance processes designed to monitor customer service levels.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Promoted available products and services to customers during service, account management and order calls.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Proactively contacted inactive customers in order to re-engage them with the company's offerings.
  • Served as part of a support team for a mobile locksmith company whose tech distribution was nation wide
  • Responding to a constant, heavy flow of various incoming inquiries and requests via phone and email
  • Supports sales team by developing and maintaining positive customer relations with clients/customers, which can substantially affect service and/or product revenue(s)

Cashier

Aun Bon Pain
Miami, FL
02.2016 - 05.2017
  • Operated cash register or POS system to receive payment by cash, check and credit card.
  • Trained new team members in cash register operation, stock procedures, and customer services.
  • Worked closely with front-end staff to assist customers.
  • Helped customers find specific products, answered questions, and offered product advice.
  • Preserved appearance of store by arranging and replenishing displays and merchandise racks.

Education

GED -

Miami Edison Senior High School
Miami, FL
05-2017

Skills

  • Demonstrated excellent hospitality and customer service skills
  • Skill Development
  • Performance Evaluations
  • Continuous Improvement
  • Tech Support
  • Staff Monitoring
  • Leadership and Change Management
  • Root Cause Analysis

References

  • Patrice Nicholas, 305-785-6757
  • Diana Lovinsky, 305-607-4063
  • 305-783-0773
  • Eva Morris

Timeline

Customer Relations

PREMIER IT NETWORKS
05.2017 - Current

Cashier

Aun Bon Pain
02.2016 - 05.2017

GED -

Miami Edison Senior High School

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Veronica Lockhart