Veronica Ventura
Orlando,Florida
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing both software and billing support to users as well as analyzing company financial income. Adept at analyzing system performance and security to drive optimal user experience.
Overview
6
6
years of professional experience
Work History
Customer Support Specialist
GoHighLevel
Eugene, OR
11.2023 - Current
- Took over escalated calls for the frontline representatives who needed help with complex issues.
- Managed a high volume of inbound tickets while maintaining excellent quality standards and adhering to established procedures.
- Organized calls and training sessions alongside senior management to spread knowledge and value to both employees and clients.
- Assisted frontline representatives in understanding company policies and procedures, as well as trained many who are currently excelling in their work.
Customer Service Representative
GoHighLevel
Eugene, OR
05.2023 - 11.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to Level 2 Specialists.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Delivery Driver/Customer Service
FedEx Express
10.2021 - 06.2022
- Ran routes to deliver packages to customers
- Also helped other drivers when needed and continued to help in Customer Service when inactive
Customer Service Agent
FedEx Express
02.2021 - 09.2021
- Completed tasks where needed, including but not limited to: providing equipment to Delivery Drivers, assisting customers at the Front Desk, answering calls to aid customers' inquiries, and resolving help tickets as a Traces Agent
Team Leader/Supervisor
FedEx Express
06.2019 - 02.2021
- Directed and supervised a team of over 50 employees to facilitate smooth operation of shipping packages
Package Handler
FedEx Express
01.2018 - 05.2019
- Unloaded, processed and loaded packages into plane for smooth operations
Education
Motorcycle Technician: Yamaha, Kawasaki -
Motorcycle Mechanics Institute
Orlando, FL01.2022
High School Diploma -
Colonial High School
Orlando, FL05.2017
Skills
- Billing and Compliance
- Team Leadership
- Strong Math Skills
- Logistics
- Spanish
- Data Analysis Skills
- Fast Learner
- Organizational Skills
- English
- Computer skills
- Computer literacy
- Customer service
- Load & unload
- Driving
- Warehouse Distribution Experience
Timeline
Customer Support Specialist
GoHighLevel
11.2023 - Current
Customer Service Representative
GoHighLevel
05.2023 - 11.2023
Delivery Driver/Customer Service
FedEx Express
10.2021 - 06.2022
Customer Service Agent
FedEx Express
02.2021 - 09.2021
Team Leader/Supervisor
FedEx Express
06.2019 - 02.2021
Package Handler
FedEx Express
01.2018 - 05.2019
Motorcycle Technician: Yamaha, Kawasaki -
Motorcycle Mechanics Institute
High School Diploma -
Colonial High School