Veronica Walls
West Monroe,LA
Summary
Service-oriented Customer Support Representative with over 10 years of experience managing contact center operations across phone, email, online chat, and social media platforms to resolve a wide range of customer concerns. Possesses strong proficiency in Word, Excel, and various web-based applications, along with exceptional communication skills and meticulous attention to detail. Adept at multitasking while applying critical and analytical thinking to troubleshoot issues effectively and ensure high levels of customer satisfaction. Committed to delivering timely and accurate support that fosters positive customer experiences and loyalty.
Overview
11
11
years of professional experience
1
1
Certification
Work History
AI Chat Bot Trainer
Outlier
09.2024 - 03.2026
- Studied and commented on current news and trends.
- Wrote fiction or nonfiction prose such as short stories, novels or biographies as well as advertising material for use in promoting sale of goods and services.
- Prepared and submitted professional proposals to select publishers to outline works, promotional skills and literary experience.
- Built, established and maintained relationships with sources.
- Composed original written material for various types of publications and submitted for approval by supervisor, editor or publisher.
- Produced at least 25 original, creative content for promotional advertisements and marketing materials daily.
Customer Support Representative
Concentrix
05.2021 - 08.2024
- Assisted customers with device issues through inbound/outbound calls
- Troubleshot device issues
- Aided with training four new lines of business
- Maintained an average 97% of quality evaluations and an average 92% CSAT (customer survey)
- Led advisors from a new location that transitioned from work at home to brick and mortar
- Aided multiple advisor chat groups for support
- Created PowerPoints to be used in training classes
- Supported four lines of business (billing-tech support)
- Worked remotely from home in Farmerville, Louisiana
Customer Support Representative
Concentrix
05.2021 - 08.2022
- Assisted customers with device issues through inbound/outbound calls
- Troubleshot device issues
- Aided with training four new lines of business
- Maintained an average 97% of quality evaluations and an average 92% CSAT (customer survey)
- Led advisors from a new location that transitioned from work at home to brick and mortar
- Aided multiple advisor chat groups for support
- Created PowerPoints to be used in training classes
- Supported four lines of business (billing-tech support)
- Worked remotely from home in Farmerville, Louisiana
- Adaptable individual with exceptional interpersonal skills and talent for building relationships. Known for delivering outstanding service and enhancing client satisfaction. Focused on fostering positive interactions and creating collaborative environment.
Customer Service Associate
Amazon
03.2020 - 01.2021
- Assisted customers with device issues through inbound/outbound calls
- Troubleshot device issues
- Worked remotely from home in Huntsville, Alabama
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Organized and detail-oriented with a strong work ethic.
- Proven ability to develop and implement creative solutions to complex problems.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Gained strong leadership skills by managing projects from start to finish.
Insurance Agent/Producer
Family Heritage Division
02.2019 - 12.2019
- Submitted correct paperwork for 32 policies
- Customized insurance plans for individual client needs
- Monitored insurance claims and continued in accordance to company/federal requirements
- Sold various insurance products, including health and accident
- Communicated regularly with large client base
- Calculated insurance premiums and established payment methods
- Obtained necessary client information to establish new policies and update current policies
- Worked in B2B sales in Ruston, Louisiana
Inventory Manager
Drive Now
11.2017 - 02.2019
- Managed inventory and ordering of car parts for a used car dealership
- Conducted daily inventory checks and reconciled discrepancies
- Created and implemented inventory control procedures to prevent loss and damage of inventory
- Tracked and maintained inventory levels to ensure adequate stock levels
- Coordinated with sales team to ensure timely delivery of vehicles to customers
- Conducted monthly physical inventory counts and reconciled with system records
- Worked in Monroe, Louisiana
- Labeled, organized and located inventory items in staging areas or on shelves according to quantity, size, or type of material.
Warehouse Manager
Duck Commander
09.2015 - 11.2017
- Assisted customers with billing inquiries and technical support through inbound/outbound calls
- Handled customer complaints and provided solutions to resolve issues
- Upsold products and services to increase revenue
- Maintained accurate customer records and updated account information
- Met and exceeded monthly sales targets
- Provided floor support and training to new hires
- Conducted quality assessments and provided feedback to agents
- Worked in West Monroe, Louisiana
- Oversaw upkeep of equipment and physical condition of warehouse, identifying and ordering needed repairs, renovations, and replacements.
- Redesigned warehouse layout to accommodate new equipment, maximize space utilization, and optimize processes.
Education
Associate of Science - Business Administration
05-2015
Skills
- Client relationship management
- Analysis of technical issues
- Technical support expertise
- Supervising and coaching team members
- Operations oversight
- Sales and client engagement
- Experienced with various platforms
- Administrative compliance proficiency
- Active listening and empathy
Certification
Driver's License
Languages
English
Native or Bilingual
Timeline
AI Chat Bot Trainer - Outlier
09.2024 - 03.2026
Customer Support Representative - Concentrix
05.2021 - 08.2024
Customer Support Representative - Concentrix
05.2021 - 08.2022
Customer Service Associate - Amazon
03.2020 - 01.2021
Insurance Agent/Producer - Family Heritage Division
02.2019 - 12.2019
Inventory Manager - Drive Now
11.2017 - 02.2019
Warehouse Manager - Duck Commander
09.2015 - 11.2017
Louisiana Delta Community College - Associate of Science, Business Administration