Veronica Morris
Chicago,IL
Summary
Accomplished Tech Support Leader with 28+ years in online technical support, fraud prevention, and collections. Resolved 200+ technical inquiries daily with a 95% resolution rate and decreased fraud cases by 25%. Led fraud and collections teams to recover 10% more outstanding payments while ensuring strict policy compliance. Identified and addressed fraudulent activities, cutting losses by 15%. Streamlined processes to enhance team performance, reduce troubleshooting time by 20%, and improve service delivery.
Overview
15
15
years of post-secondary education
30
30
years of professional experience
Work History
Customer Service Representative
XPO Logistics
Chicago Heights, Illinois
12.2025 - 01.2026
- Assisted customers with inquiries and resolved product-related issues.
- Managed order processing and shipment tracking for timely delivery.
- Collaborated with team members to improve service efficiency.
- Provided product information and recommendations to enhance customer satisfaction.
- Trained new staff on customer service protocols and procedures.
- Handled escalated complaints with professionalism and empathy.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Developed strong relationships with customers by providing personalized assistance and support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed positive relationships with customers through friendly interactions.
- Resolved customer complaints promptly and efficiently.
- Identified opportunities for upselling additional products or services based on customer needs.
- Implemented innovative methods for streamlining the customer service process.
- Conducted regular follow-up calls with customers after resolving their issues.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Collected deposits or payments and arranged for billing.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Promoted available products and services to customers during service, account management and order calls.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Strengthened customer retention by offering discount options.
- Mentored junior team members and managed employee relationships.
- Provided top quality control and eliminated downtime to maximize revenue.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Excelled in exceeding daily credit card application goals.
Credit Card Collection Agent
Chase Bank
Elgin, IL
07.2025 - 09.2025
- Contacting JP Morgan Chase customers and offer options for repayment.
Tech Champion II / Chat Tech Support / Social Media Analyst
Verizon Wireless
09.2004 - 10.2024
- Rectified 200+ complex technical inquiries daily through chat and social media, reducing escalations by 30% within a year.
- Delivered expert troubleshooting for fleet management systems, improving customer satisfaction by 25% as measured by post-interaction surveys.
- Achieved a 95% resolution rate on technical inquiries, surpassing team targets by 10% through efficient issue resolution.
- Collaborated with product and development teams on 15+ service enhancements, driving a 15% increase in customer retention and a 7% decrease in churn.
- Identified and addressed recurring technical issues, cutting troubleshooting time by 20% and enhancing team efficiency.
- Mentored and trained 5 new team members, elevating team performance with a 25% improvement in individual resolution rates within 3 months.
Collections Customer Service Representative
HSBC / Household Finance
Wood Dale, IL
03.2004 - 09.2004
Accounts Receivable Analyst / Lead Personal Assistant
Ameritech / AT&T
03.1996 - 01.2004
- Spearheaded troubleshooting efforts during 10+ product launches, ensuring 90%+ product rollout success and minimizing support inquiries.
- Analyzed customer feedback from messaging and social platforms, leading to actionable insights that resulted in a 10% increase in first-contact resolution.
- Negotiated customized payment plans with customers, increasing on-time payments by 15% and reducing outstanding balances by 10% within the first quarter.
- Remedied discrepancies in over 100 customer accounts, decreasing complaints by 20% and improving customer satisfaction.
- Ensured compliance with internal policies by maintaining accurate records of 300+ customer interactions and payment arrangements.
- Addressed and tackled issues promptly, achieving a 90% customer satisfaction rate, surpassing department goals by 5%.
- Reduced delinquent accounts by 10% by effectively tracking and managing overdue balances.
- Streamlined dispute resolution processes with cross-functional teams, cutting resolution time by 12% and improving customer retention.
- Increased departmental efficiency by 15% through recommendations for process improvements, reducing call time and improving collection rates.
- Managed a portfolio of 500+ client accounts, improving cash flow by 12% and ensuring timely payment collection.
- Streamlined financial processes, reducing payment processing time by 15% and accelerating cash flow.
- Led a team of 10+ staff members, improving interdepartmental communication and boosting operational efficiency by 10%.
- Created and solved actionable financial reports, improving decision-making accuracy by 18% and supporting long-term business strategies.
- Sustained 100% compliance with company policies while maintaining accurate records for 500+ accounts, reducing audit discrepancies by 5%.
- Determined and implemented process improvements, decreasing data entry errors by 20% and enhancing financial reporting accuracy.
- Played a key role in the smooth transition to a new billing system, improving billing accuracy by 30% post-launch.
Education
Associate of Science - Elementary Education
Triton College
09.1988 - 05.2003
Skills
- Microsoft Office Suite
- QuickBooks
- Zendesk
- Salesforce
- Google Workspace
- JIRA
- ServiceNow
- Slack
- Tableau
- Trello
- Intercom
- Sprinklr
- Technical Support Expertise
- Fraud Prevention Strategies
- Stakeholder Engagement
- Fleet Management Solutions
- Customer Retention Focus
- Social Media Management
- Team Development Strategies
- Payment Recovery Solutions
- Process Optimization
- Strategic Planning and Execution
- Product Launch Support
- Data Analysis & Reporting
- Order processing
- Customer relationship management
- Product knowledge
- Payment processing
- Technical support
- Complaint resolution
- Service efficiency improvement
- Upselling techniques
- Team collaboration
- Effective communication
- Conflict management
- Problem solving
- Time management
- Staff training
- Information security
- Order fulfillment
- Strategic sales
- Shipping and logistics
- Microsoft office expertise
- Follow-up skills
- Customer relationship management (CRM)
- Appointment scheduling
- Account updating
- Service standard compliance
- Computer proficiency
- Credit card payment processing
- Conflict resolution
- Punctuality and reliability
- Scheduling
- Microsoft Excel
- Building rapport
- Banking operations support
- High-energy attitude
- Call center procedures
- Quality assurance controls
- Product and service solutions
- Call center experience
- Typing proficiency
- Account management
- Professional telephone demeanor
- Team development
- Strong teamwork
- Grammar
- Opening and closing accounts
- De-escalation techniques
- Calm demeanor
Area Of Expertise
- Technical Support Expertise
- Fraud Prevention Strategies
- Stakeholder Engagement
- Fleet Management Solutions
- Customer Retention Focus
- Social Media Management
- Team Development Strategies
- Payment Recovery Solutions
- Process Optimization
- Strategic Planning and Execution
- Product Launch Support
- Data Analysis & Reporting
Timeline
Customer Service Representative
XPO Logistics
12.2025 - 01.2026
Credit Card Collection Agent
Chase Bank
07.2025 - 09.2025
Tech Champion II / Chat Tech Support / Social Media Analyst
Verizon Wireless
09.2004 - 10.2024
Collections Customer Service Representative
HSBC / Household Finance
03.2004 - 09.2004
Accounts Receivable Analyst / Lead Personal Assistant
Ameritech / AT&T
03.1996 - 01.2004
Associate of Science - Elementary Education
Triton College
09.1988 - 05.2003