Veronica Hendrix Email & Phone Number

United States

New York City Metropolitan Area

• Coordinated diverse corporate events, orchestrated company celebrations, and facilitated the smooth transition to new headquarters.• Managed vendor relationships for facilities, office supplies and furnishings, and snacks to ensure seamless business operations.• Owned travel arrangements, accommodations, and logistics for company & executive travel.• Established strategic partnerships with local businesses to enhance employee perks and amenities.• Directed payroll, recruitment, scheduling, and wellness initiatives, optimizing operational efficiency and employee satisfaction.• Implemented HRIS systems including Lattice, Greenhouse, Lever, GEM & Dayforce, resulting in 20% faster onboarding and improving employee satisfaction by 5%.• Enhanced performance review processes, achieving a 20% increase in communication effectiveness and adherence.• Developed and executed an employee engagement program that significantly boosted staff retention by 25% within a year.

New York City Metropolitan Area

• Reduced customer wait times by 22% by evaluating labor needs and modifying scheduling model to minimize redundancies.• Implemented Zendesk process improvements through scripts and automation, raising CSAT scores by 12% and ticket resolution rates by 30%.• Led a team of 8 CX managers in the successful launch of a new knowledge base, resulting in a 20% decrease in customer support tickets.• Developed and implemented a new training program for incoming personnel, reducing training time by 25% and increasing employee retention by 10%, as evidenced by onboarding 42 team members in 3 months.• Implemented a new SMS communication system for customers, reducing number of hours needed to provide high-quality support.

New York City Metropolitan Area

New York City Metropolitan Area

New York City Metropolitan Area

• Managed the onboarding process for new customers, ensuring a 95% customer satisfaction rate and a 10% reduction in onboarding time.• Served as the primary point of contact for customers, providing daily support for SaaS platform functionality and resolving technical issues, resulting in a 15% decrease in customer complaints.• Fostered and maintained strong client relationships, leading to a 90% customer retention rate.

Plano, Texas

• Successfully managed client expectations and delivered personalized rollout plans and go-live strategies, resulting in a 98% customer satisfaction rate.• Led extensive client training across various environments, providing continual support throughout external system integrations, resulting in a 95% knowledge retention rate.• Identified and resolved technical issues, enhancing site performance by 15% as the subject matter expert.

Lewisville, Texas

• Ensured 100% accuracy of rate sheets generated and uploaded, preventing costly errors.• Performed a comprehensive analysis of the loan pipeline, implementing adjustments such as pricing corrections, lock extensions, and transfers, resulting in a 15% increase in operational efficiency.• Optimized profitability by effectively applying pricing exceptions.

Irving, Texas

• Surpassed production targets by 20%, resulting in $10M in new loan originations.• Fostered relationships with key stakeholders, real estate professionals, and credit repair experts, reducing average loan closing time by 10%.• Expanded business operations by implementing effective networking strategies, increasing the number of qualified leads by 25%

Dallas/Fort Worth Area

• Oversee window and store changes, imaging machines with corporate developed software and materials & maintaining and managing store planograms in accordance with Apple standards • Regularly facilitated in-store workshops/customer trainings on various topics and Apple devices• 1 of only 2 chosen from my store as a top producer to travel to Austin to participate in a pop-up new store opening for SXSW in April 2011