Veronica Moran
Lake Hopatcong,NJ
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
34
34
years of professional experience
Work History
Customer Service Manager
CIE Tours International
04.1993 - 03.2005
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Followed through with client requests to resolve problems.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Addressed potential cancellations and offered catered solutions to retain accounts.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Banking Assistant (Teller to Assistant Manager )
Horizon Bank NA
08.1971 - 04.1987
- Maintained confidentiality of private banking information with discretion, diplomacy and professionalism.
- Advised customers of products and services and assisted bankers in delivering superior customer service.
- Gathered due diligence information for loan document preparation, ordered title work appraisals and secured collateral data from lender.
- Managed customer service inquiries and pinpointed and implemented proper path to resolution.
- Maintained friendly and professional customer interactions.
- Assisted customers with banking needs and inquiries.
- Counted, verified and handled bank deposits and armored car transactions.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Handled various accounting transactions.
- Executed wire transfers, stop payments and account transfers.
- Established rapport with new clients to increase satisfaction and loyalty.
- Referred customers to other banking departments for specialized services.
- Trained new hires on customer service policies and procedures.
TEMP Data Processing Department
AT&T
04.1987 - 05.1991
Education
No Degree - Data Processing And Computerized Accounting
Dover Business College
Dover NJ02.1987
Skills
- Technical Support
- Call Center Operations
- Training and Mentoring
- Report Preparation
- Complaint Resolution
- One Call Resolution
- Quality Assurance
- Adherence to High Customer Service Standards
- Cash Handling
- Customer Relations
- Customer Retention
- Administrative Support
- Customer Service
- Exceptional Telephone Etiquette
- Decision-Making
Additional Information
IES Brain Research Foundation - Volunteer
Karen Quinlan Hospice - Volunteer
Timeline
Customer Service Manager
CIE Tours International
04.1993 - 03.2005
TEMP Data Processing Department
AT&T
04.1987 - 05.1991
Banking Assistant (Teller to Assistant Manager )
Horizon Bank NA
08.1971 - 04.1987
No Degree - Data Processing And Computerized Accounting
Dover Business College
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