Veronica McDonald
Grand Prairie
Summary
Driven by background in fast-paced customer service environment and looking to transition into new field. Developed exceptional skills in customer interaction and conflict resolution through hands-on experience. Ready to leverage these transferable skills to contribute to new role and continue professional growth.
Overview
21
21
years of professional experience
Work History
Care Center Specialist III
State Farm Insurance Companies
12.2021 - Current
- Led a team of customer service representatives to increase service center profitability
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in training programs to enhance product knowledge and customer service skills.
- Developed process improvements to enhance efficiency and effectiveness of inter-department call center operations
- Trained staff on how to improve customer interactions
- Provided cross training to 10 or more staff members, making sure that they were all the rebuttals and knowledge of products
- Formulated and enforced service center policies, procedures and quality assurance measures
- Maintained all company records and kept them up to date
- Handled detailed customer inquiries, by providing detailed and accurate information
- Developed effective relationships with all call center departments through clear communication
- Directly worked with management to ensure appropriate, changes were made to improve customer satisfaction, based on number and CSR metrics
- Properly directed inbound calls in phone queues to improve call flow
- Utilizes multiple communication channels to interact and document conversations with concurrent customers, agency partners, producers and/or3rd party vendors regarding outstanding documentation requests
- Applies underwriting/claims guidelines and legislative requirements to service and review policies
- Identifies, researches, and responds to insurance policy questions and issues including requests related to policy changes, premium information, and transactions involving external companies and reinstatement of policies
- Uses multiple applications to gather necessary information and notify business partners regarding status, inquiries and reporting
- Provides first contact claim application and procedure support for internal claim employees
- Responds to inquiries and processes transactions related to billing, policies, and financial services, including electronic fund transfers, illustrations, values/disbursements, tax questions and premium inquiries
- Navigates and comprehends life, accounting and other applicable systems, in conjunction with legacy and/or modernization systems
Global Team Leader
Consumer Club (getaroom.com)
11.2014 - 01.2020
- Led a team of customer service representatives to increase service center profitability
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Facilitated decision-making processes within group through open dialogue and consensus-building techniques.
- Developed process improvements to enhance efficiency and effectiveness of inter-department call center operations
- Trained staff on how to improve customer interactions
- Provided cross training to10 or more staff members, making sure that they were all the rebuttals and knowledge of products
- Formulated and enforced service center policies, procedures and quality assurance measures
- Maintained all company records and kept them up to date
- Handled detailed customer inquiries, by providing detailed and accurate information
- Developed effective relationships with all call center departments through clear communication
- Directly worked with management to ensure appropriate, changes were made to improve customer satisfaction, based on number and CSR metrics
- Properly directed inbound calls in phone queues to improve call flow
Trainer / Customer Service Representative
Teleperformance/Aegis
09.2011 - 09.2013
- Training the new hire agent with the information about Humana insurance and taught them about the protocol to apply for Medicare insurance
- Provided information on how the read their benefits grid and the co-pays and co-insurance on surgeries for the members
- Trained all new hire agents on how to process the information using the computer system to assist the member with concerns about the insurance coverage
- Took inbound calls from Medicare members and addressed their concerns about their Insurance coverage with Humana
- Provided members with their benefits with Humana Insurance
Home Department Supervisor
Kohl’s
08.2010 - 05.2013
- Face to face interaction with customer daily, that consisted of complaints, compliments, and other issues
- Greeted customer as they enter the store or the department with a smile on my face
- I maintained the company policy by keeping the department to planogram and maps as required by the company
- In charge of sorting the merchandise as it is unloaded from the truck
- In charge of price-changing teams, returning damages
Customer Service Representative
Hilton (HRCC)
08.2003 - 05.2010
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Achieved high-quality service by adhering to company policies and procedures during each interaction.
- Maintained a thorough knowledge of products and services to provide accurate information to customers.
- Detailed payment options and explained price, receipt and billing details to customers.
Education
Associate of Arts - Science
Paul Quinn College
WacoHigh School Diploma - Basic Studies
W W Samuell High School
Dallas, TX05.1990
Skills
- Policy compliance
- Feedback implementation
- Complaint management
- Call handling
- Customer service
- Problem-solving skills
- Call center customer service
- Resolving issues
- Customer communications
- Verbal and written communication
- Inbound phone calls
- Cash handling
- Answering questions
- Customer support
- Communicating with clients
- Gathering information
- Data entry
- Product knowledge
- Customer service optimization
- Technical troubleshooting
- Customer relationship management
- Documentation and reporting
- Training experience
- Payment processing
- Quality assurance
- Logging call information
- Inbound phone call management
- Building rapport
- Call center operations
- Performance improvement
- Account updating
- Report preparation
- Product upselling
- System documentation
- Prospecting skills
- Teamwork
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Calm and professional under pressure
- Excellent communication
- Computer skills
- Customer service excellence
- Team collaboration
- Active listening
Timeline
Care Center Specialist III
State Farm Insurance Companies
12.2021 - Current
Global Team Leader
Consumer Club (getaroom.com)
11.2014 - 01.2020
Trainer / Customer Service Representative
Teleperformance/Aegis
09.2011 - 09.2013
Home Department Supervisor
Kohl’s
08.2010 - 05.2013
Customer Service Representative
Hilton (HRCC)
08.2003 - 05.2010
High School Diploma - Basic Studies
W W Samuell High School
Associate of Arts - Science
Paul Quinn College
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