Veronica Gertrude HOWARD
Alpharetta,GA
Summary
Dedicated customer service professional with a proven track record in managing high volumes of inbound calls while ensuring exceptional customer satisfaction. Expertise in CRM systems, complemented by strong active listening and multitasking skills, contributes to building and maintaining positive customer relationships. Aiming to leverage these competencies to enhance customer experience and drive company success. Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
14
14
years of professional experience
1
1
Certification
Work History
CUSTOMER SERVICE REPRESENTATIVE
Alorica
Alpharetta, GA
01.2024 - 04.2025
- Surpassed predefined service objectives through effective use of customer service strategies.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Updated system with order specifics and customer details, preferences, and billing information.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Contacted customers about potential service upgrades, new services and account changes.
- Surpassed sales goals through implementation of successful marketing strategies.
- Directed customer support teams operating in various time zones.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Provided top quality control and eliminated downtime to maximize revenue.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Responded proactively and positively to rapid change.
- Resolved customer inquiries and issues efficiently through multiple communication channels.
- Provided product information and support to enhance customer satisfaction.
- Resolved customer inquiries efficiently using CRM software to enhance service quality.
- Collaborated with team members to streamline communication processes, improving response times.
CUSTOMER SERVICE REPRESENTATIVE
T-Mobile
Atlanta, GA
03.2020 - 11.2023
- Recognized potential for upselling complementary products and services based on customer requirements.
- Leveraged feedback to drive improvements in customer service.
- Implemented innovative methods for streamlining the customer service process.
- Documented details of customer engagements, transactions, and feedback for later use.
- Fostered positive connections with clients via friendly communication.
- Handled customer inquiries using phone, email, and chat platforms.
- Answered customer inquiries and provided accurate information regarding products and services.
- Fostered strong connections with customers by delivering personalized support.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Promote superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Implemented process improvements to streamline customer service workflows.
LOGISTICS SPECIALIST
Marylis Logistics
Atlanta, GA
07.2015 - 12.2019
- Handled high-volume paperwork and collaborated with administrators to resolve invoicing and shipping problems.
- Tracked supply, equipment and product inventory quantities to maintain necessary levels.
- Oversaw every phase of supply chain, from purchase order to delivery to invoicing, targeting 100% end-user satisfaction.
- Oversaw complex projects for senior leaders by ensuring timely and cost-effective delivery.
- Validated inventory levels and updated systems using handheld devices.
- Provided customers with status updates for tracked packages.
- Worked with customers to integrate processes and correct issues.
- Coordinated incoming and outgoing shipments to maintain schedules.
- Tracked and managed transfer paperwork such as packing lists.
- Coordinated driver dispatch to accomplish daily delivery requirements.
- Coordinated with freight forwarder to provide vendor shipping details and obtain shipping updates.
- Built long-term relationships due to prompt and courteous service.
- Issued timely and accurate responses to both internal and external inquiries.
- Used in-house tracking system to schedule shipments of goods to customer warehouses.
- Managed and tracked package transfers such as bills of lading, delivery receipts, packing lists and load tags.
- Tracked orders and notified customers of status or potential delays.
- Maintained excellent working relationships with customers by efficiently responding to inquiries and complaints.
- Implemented systems and procedures for accurate data collection and reporting.
- Identified and implemented inventory reductions.
- Updated and maintained databases to track shipments and inventory.
- Developed and implemented strategies to reduce costs and improve quality of service.
- Monitored freight costs to ensure compliance with company budget guidelines.
Customer Service Representative
Comcast
Atlanta, GA
11.2010 - 12.2012
- Provide technical support to customers on their personal and work machines
- Assist customers setting up and configure their machines (laptops, desktops, docking stations, printers)
- Troubleshoot and resolve customers simple and complex technical issues
- Assist and train new team members
- Assist local repair centers and onsite technicians
- Respond and manage online tickets created by customers
- Respond promptly to special accounts tickets for banks federal government and fortune 500 companies (TD BANK, ROYAL BANK OF CANADA, BANK OF NOVA SCOTIA, PWC, DELOITTE...)
- Provide qualitative customer service and technical support in French and English
- Offered assistance in implementing and developing training programs.
- Developed and implemented preventive maintenance procedures.
- Installed, configured and maintained computer systems and network connections.
Education
Bachelor of Arts - Arts in Business Management
Emory University
Atlanta, GA05.2010
High School Diploma -
West Lake High School
Atlanta, GA09.2005
Skills
- Good communication skills
- Friendly
- Polite
- Punctual
- Good time management
- Computer literate
- Self-motivated
- Strong competitor
- Bilingual (French English)
- Ability to adapt in any environment
- Student mentality
- Fast learner
- Ability to multitask
- Customer service
- CRM software
- Data analysis
- Technical support
- Sales strategies
- Product knowledge
- Upselling techniques
- Client relationship management
- Communication skills
- Problem solving
- Team collaboration
- Process improvement
- Time management
- Receiving support
- CRM software proficiency
- Delivery scheduling
- Strategic sales
- Technical troubleshooting
- Stress management
- Product promotion
- Customer education
- Problem-solving
- Product and service solutions
- Customer satisfaction measurement
- Computer proficiency
- Microsoft PowerPoint
- Empathy and patience
- Positive and professional
- Appointment scheduling
- Microsoft Excel
- Email management
Certification
- Certified Customer Experience Professional (CCXP)
- Certified Customer Service Manager (CCSM)
- Certified Client Relationship Manager (CCRM)
Activities and Honors
swimming, gym, Writing, reading books, Creating social media content, Public speaking, Yoga, Painting, Volunteering, Community Involvement
Languages
French
Full Professional
English
Native or Bilingual
Timeline
CUSTOMER SERVICE REPRESENTATIVE
Alorica
01.2024 - 04.2025
CUSTOMER SERVICE REPRESENTATIVE
T-Mobile
03.2020 - 11.2023
LOGISTICS SPECIALIST
Marylis Logistics
07.2015 - 12.2019
Customer Service Representative
Comcast
11.2010 - 12.2012
Bachelor of Arts - Arts in Business Management
Emory University
High School Diploma -
West Lake High School