Veronica Martin Email & Phone Number

Bellevue, Washington

Bellevue, Washington

Bothell, Washington

Everett, Wa

• Handles official and unofficial complaint & escalation referrals on behalf of Frontier. Received complaints from regulatory agencies (state commissions, attorneys general, FCC, FTC), consumer protection groups (Better Business Bureaus), company executives (state, region, corporate), Social Media (Facebook, Twitter, etc.), and customers referred from employees• Performs customer conflict resolutions via phone and e-mail correspondence with regulatory agencies and customers• Meets with customers in-person to help solve issues and defuse conflict between the customer and the company• In addition to working with customers to address concerns, enter orders, issue credit, and ensure satisfaction, and retains a record of the contact in order to provide closure information, root cause analysis, and complaint trending to company leadership • Collected data to help Frontier determine what drives customer complaints (and leads to churn), provides insight into issues that are most important to our customers, and gives direction regarding policy, new product deployment, and potential regulatory hurdles• Assists executives and general manager in customer relations• Conducted job training for two departmental new hires in February-March 2014.

Everett, Wa

• Communicated with service technicians on-site at customer premises to correct order errors. • Resolved escalated billing, orders, collections, and general customer service issues in a timely manner to prevent further customer escalations• Contacts customers to correct and reschedule service orders when commitments were not able to be kept either by the company or the customer for installation.

• Provides outstanding customer service, placing orders, explaining bills, offering resolutions to customer concerns• Consistently met sales objectives

Victorville, Ca/ Everett, Wa

• Provides outstanding customer service, placing orders, explaining bills, offering resolutions to customer concerns• Consistently met sales objectives

Victorville, Ca

• Completes customer requests for information such as telephone numbers, addresses, and other directory information. • Participated in the Livesource Leadership Program and assisted with training of newly recruited and existing employees on new systems and processes. • Acted as Team Manager as needed to assist customers with locating more complex listings and speaking with customers who requested assistance from a supervisor.

Bachelor Of Business Administration - Human Resources, Human Resources Management And Services

Business Administration And Management, General

Associate Of Science (A.S.), Business Administration And Management, General