Veronica Thomas
8808 Oakwood,MS
Summary
Dynamic professional with a proven track record at Verizon, excelling in customer service and conflict resolution. Skilled in Microsoft Excel and active listening, I enhanced customer loyalty and contributed to sales growth through personalized solutions. Achieved high customer satisfaction by leveraging critical thinking and relationship-building skills, significantly improving client retention and feedback.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Verizon
01.2012 - 01.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Material Handler
UPS
02.2022 - 03.2024
- Collaborated with team members to ensure timely completion of tasks and high-quality work standards.
- Kept storage areas organized, clean, and secure to fully protect company assets.
- Maintained a safe work environment by following proper safety protocols and conducting regular inspections.
- Read production orders, work orders, shipping orders and requisitions to determine items to be moved, gathered, or distributed.
- Performed cycle counts and inventory control to accurately track product levels.
Education
Sheffield High
Memphis TnSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Client relations
- Customer satisfaction measurement
- Microsoft outlook
Timeline
Material Handler
UPS
02.2022 - 03.2024
Customer Service Representative
Verizon
01.2012 - 01.2025
Sheffield High
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