Veronica King Email & Phone Number

• Responsible for providing quality and efficient customer service to customers through the daily management of a team of 20+ employees to include motivating, recognizing and rewarding, coaching, counseling, training.
• Routine coaching sessions resulting in an overall decline in customer care errors
• Work closely with cross site leadership to support associates and ensure interdepartmental processes and procedures are in alignment
• Instrumental in improving adherence scores by providing teams weekly stats- overall average 93%
• Key in raising teams’ overall productivity through reporting measures and action plans
• Instrumental in monitoring care boxes and distributing work to increase productivity and service levels

• Handled high profile accounts through different channels such as phone, email, and fax, to respond to client needs. Work closely with internal and external clients consisting of account managers, pricing analysts.
• Developed processes and procedures for newly designed strategic group
• Successfully implemented time management practices
• Effectively formed the organizational structure for the strategic support group
• Research and review daily reports to provide client with account information
• First point of contact for client intake, inquiries and dispute resolution

Greater Atlanta Area

• Acted as a liaison to create and maintain a positive relationship with clients on behalf of Skylight to ensure growth and profitability in a high volume call center working closely with various departments to safeguard.
• Executed quality customer service for nationwide client database
• Resolved cardholder disputes, fraud claims and account activations
• Processed and prepared customers document requests
• Adhered to State and Federal banking regulations requirements: US Patriot Act; Anti Money Laundering; Bank Secrecy Act
• Recognized for high ethical standards while displaying company core values

Aurora, Colorado

• Provided proactive customer service while using web based systems to process customer orders with a high degree of accuracy, effectively handled escalations and maintained customer files. Worked closely with team.
• Answered 60-75 calls per day in a high volume call center
• Responded to customers product inquiries providing detailed information specific to customer needs
• Worked closely with various departments to ensure customer needs were seamlessly met
• Utilized web based billing system to assist customers with invoice inquiries
• Worked closely with leadership team to help with team building initiatives

Bachelor Of Arts - Ba, Criminal Justice/Law Enforcement Administration

Paralegal Certification, 3.7

I obtained my paralegal certificate through the University of Georgia's Center for Continuing Education Legal Studies program.