Veronica Pleitez
Davenport,FL
Summary
Dynamic Technical Support professional with over 9 years of experience focused on enhancing customer satisfaction and operational efficiency through exceptional problem-solving and communication skills. Expertise in leveraging tools such as ServiceNow and Salesforce to ensure data accuracy and streamline processes, with a proven track record in managing high-volume call centers and leading teams to success. Proficient in remote troubleshooting and digital menu maintenance, emphasizing client satisfaction and achieving operational excellence in fast-paced environments. Detail-oriented Business Assistant skilled in dental front office operations, insurance verification, treatment planning, and patient coordination, consistently delivering outstanding customer service and administrative support.
Overview
10
10
years of professional experience
Work History
Business Assistant
Heartland Dental
Davenport, FL
12.2024 - Current
- Coordinated interactions between patients and dental teams, ensuring clear information exchange and elevated satisfaction levels.
- Delivered exceptional support during peak work periods and staffing shortages to ensure uninterrupted operational flow.
- Interacted with customers to strengthen business connections and foster loyalty.
- Led development and execution of marketing strategies to enhance brand visibility and drive sales growth.
- Utilized Dentrix software to confirm patient insurance coverage and benefits, facilitating seamless patient care.
- Assisted in presenting treatment plans to clients. Explained out-of-pocket costs clearly to ensure understanding. Supported clients in navigating financial aspects of treatment options.
- Scheduled and confirmed patient appointments using Dentrix software. Assisted patients with appointment inquiries and changes. Maintained organized appointment records for efficient office operations.
- Monitored insurance aging reports and diligently followed up on outstanding claims to facilitate prompt processing.
- Performed detailed posting of insurance and patient payments in Dentrix to maintain accurate financial records.
Technical Support
Solugenix Corporation
Davenport, FL, US
08.2022 - 11.2024
- Diagnosed and resolved technical issues for restaurants to enhance operational efficiency.
- Administered digital menu updates to ensure optimal user experience.
- Tracked and recorded cases in ServiceNow, facilitating improved data management and process optimization.
- Utilized Aloha software to streamline customer support processes and effectively handle 50+ daily calls.
- Enhanced remote troubleshooting protocols to minimize downtime and elevate client satisfaction.
- Collaborated with cross-functional teams to troubleshoot technical problems, enhancing overall service effectiveness
Call Center Customer Service Representative/Supervisor
EIGHT ELEVEN GROUP LLC
Davenport, FL, US
12.2020 - 07.2022
- Logged all sales calls in Salesforce to maintain accurate and complete records.
- Handled customer inquiries and promptly resolved issues, contributing to elevated customer satisfaction levels.
- Managed the secure communication of COVID-19 test results to patients, upholding confidentiality protocols.
- Led a team of 25, overseeing training and performance for the vaccine hotline.
- Analyzed and addressed over 100 service tickets, delivering timely solutions and improving service quality.
Electrical Apprentice
Bright Future Electric
Ocoee, FL, US
07.2019 - 12.2020
- Installation of electrical receptacles, switches, and over-head lights
- Ran EMT, tested continuity of circuits
- Ensured proper connections and working order
- Used a variety of tools and equipment such as power construction equipment, measuring devices, power tools and testing equipment.
- Inspected electrical systems, equipment and components to identify hazards, defects, or the need for adjustment or repair and to ensure compliance with codes.
- Completed pipe bending, pulling wire and assembled electrical components and devices.
Call Center Customer Service Representative
Conduent
Ocoee, Florida, US
06.2018 - 06.2019
- Managed customer call resolutions effectively, resulting in Employee of the Month award for exceptional service delivery.
- Opened and serviced credit accounts, boosting customer satisfaction.
- Trained new staff, improving team efficiency and service quality.
- Streamlined call inquiry processes to accelerate resolution times and foster positive customer interactions.
- Resolved complex inquiries, ensuring optimal satisfaction with benefits and services.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Supervisor
Krispy Kreme
Kissimmee, Florida, US
11.2015 - 05.2018
- Led customer service initiatives, enhancing satisfaction through feedback and resolution.
- Managed daily cash reconciliation, ensuring financial accuracy.
- Addressed customer issues, improving service standards.
- Monitored team performance, ensuring adherence to quality protocols.
- Defined operational procedures, optimizing workflow and efficiency.
Education
HIGH SCHOOL DIPLOMA -
GATEWAY HIGH SCHOOL
KISSIMMEE, FL, US05.2017
Skills
- Customer service (Expert)
- Microsoft office
- Troubleshooting
- Time management
- Leadership
- Data entry (Expert)
- Excel
- Salesforce (Experienced)
- Communication (Expert)
- Electrical systems
- Remote support (Expert)
- ServiceNow (Expert)
- Audit coordination
- Payment processing
- Monthly closing support
- Dentrix
Languages
Spanish (Skillful)
English (Expert)
Timeline
Business Assistant
Heartland Dental
12.2024 - Current
Technical Support
Solugenix Corporation
08.2022 - 11.2024
Call Center Customer Service Representative/Supervisor
EIGHT ELEVEN GROUP LLC
12.2020 - 07.2022
Electrical Apprentice
Bright Future Electric
07.2019 - 12.2020
Call Center Customer Service Representative
Conduent
06.2018 - 06.2019
Supervisor
Krispy Kreme
11.2015 - 05.2018
HIGH SCHOOL DIPLOMA -
GATEWAY HIGH SCHOOL