Veronica Plukis Email & Phone Number

Nashville, Tennessee, United States

Brentwood, Tennessee, United States

-Conducting research projects and managing administrative duties within College of Business

-Served as In-Network Insurance Expert to determine customer eligibility of vision benefit, maximize customer vision benefit, process health insurance claims, and support associates with insurance-related escalations. -Advised customers on how to best maximize value of benefit and recommended screenings, achieving bookings average 242% higher than the team average and an average order value 43.7% higher than the team average.-Managed more than 240 customer interactions and resolutions on a bi-weekly basis, exceeding company average by 20%.-Exceeded performance targets by 18.6 percentage points and maintained a 95% quality score by consulting senior leaders to problem-solve; researching customer needs; and communicating across stakeholders, including Retail Team and healthcare providers.-Employed soft skills, such as empathy and active listening, to build trust with customers and improve the customer experience, which lead to a monthly average of 5 out of 5 customer satisfaction rating - successfully creating customers as promoters of brand and product.

Nashville, Tn

-Directed a team of 10-20 Customer Service agents, delivering significant improvements by increasing team productivity by 15%; team consistently received high quality and productivity scores while maintaining a leading customer satisfaction rating of 4 out of 5.-Analyzed key performance indicators, such as customer experience, survey, and retention metrics, in real time; interpreted trends to identify underperformance and outliers; and initiated employee coaching that improved quality of customer experience and retention.

Greater Nashville Area, Tn

-Provided direct daily support to leadership team, including Director and Director of Admissions, through planning and execution of day-to-day activities and crafting and disseminating communications.-Organized and facilitated after-school programming that focused on whole-person needs (social, emotional, intellectual, and physical).

Greater Nashville Area, Tn

-Mentored and tutored at-risk youth ages 5-18 to close education achievement gaps and developed and led after-school programming.

Master Of Accountancy

Bachelor’S Degree, English Major And French Minor, Summa Cum Laude

Activities and Societies: - Honors Program, Concentration in Leadership - Recipient of Belmont Ingram University Scholarship.