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, and problem solving to enhance the team's efficiency. • 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, directors,sales team and logistics department utilizing time management processes to ensure all tasks and deadlines are met. •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 •Retrieve client documents for research and review •Maintain client price files, quotes and bids using Microsoft Excel •Interview potential clients and provide feedback to AM’s regarding client needs •Manage and review quarterly pricing and compliance contracts for specific accounts •Negotiate contract pricing on clients behalf •Consistently met quarterly sales goals contributing 55% of accounts overall growth •Organize and maintain clients account details •Draft letters of authorization for clients specific to line haul deliveries •Continuously seek ways to contribute to the company’s overall success

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 continued success. • 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 leaders and management to help implement and report progress on the delivery integration project. • 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 • Consistently met call center and quality goals contributing to the success of the business and customer relationships

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.