Veronica Tello Email & Phone Number

New York, United States

• Lead and manage a team of 10 talented professionals, fostering a culture of excellence, continuous improvement, and innovation.
• Mentor and develop team members, providing guidance on technical challenges, career growth, and fostering a cohesive and motivated work environment.
• Conduct regular performance evaluations and feedback sessions, recognizing achievements and identifying opportunities for skill development.
• Handle sensitive case escalations for the team, applying customer service skills to directly resolve complex cases and help frustrated customers.

New York, United States

• Coordinated staff sales meetings to discuss developmental strategy, best practices and process improvements.
• Communicated progress of monthly and quarterly initiatives to internal and external sales teams.
• Developed and implemented new processes to manage customer's experiences within a new line of business, earning an average of $250,000/month.
• Worked with developers and project managers to create a proprietary customer-facing CRM system, the purpose of which provides our team optics into customer’s redemption processes.
• Developed and implemented new processes and projects including branded shipping, monthly refund reports, phone rotation schedules, Agent Performance reports, and specialized training to match the company's restructuring.
• Aided senior leadership during executive decision-making processes and generated monthly reports to recommend corrective actions and improvements.

Greater New York City Area

• Recruited and trained 8 new remote employees in 2020.
• Supervised employees and assessed performance KPIs to determine training needs and define accurate plans for decreasing process lags.
• Exceeded team goals and collaborated with staff members to implement customer service initiatives.
• Coordinated internal assignments, scheduling and communications to extend informational transparency and workforce management.
• Collaborated with Account Managers to recommend actionable changes, lead provisioning and draft plans to maintain operational status.
• Resolved complaints with high-profile customers to maintain relationships and increase return customer base.

Greater New York City Area

• Managed a team of 60 employees at one of the company’s most high-paced and profitable stores, earning over $5,000,000 yearly.
• Maintained a profitable inventory by leading the advanced inventory team and by analyzing, selecting, and appropriately pricing merchandise while training new buyers.
• Monitored markdowns, donations, selling trend reports and inventory category reports and communicate findings to store managers and employees to strategize how to maximize profit and minimize loss.
• Maintained a labor percentage of 26% revenue, sustained less than 40% merchandise intake and maintained an annual goal of 3% shrinkage.
• Worked with corporate marketing department to develop local advertising strategies and run social media accounts.

Greater New York City Area

• Managed the creation of new case files including initiating contact with governmentagencies, insurance carriers, witnesses, hospitals, physicians, etc.
• Drafted, edited and assembled pleadings, motions, discovery responses, contracts,statements of net worth as well as correspondence and memorandums.
• Maintained the office calendar and monitored court appearances, depositions and mediations.

User Experience Design

Bachelor'S Degree, International Relations And Affairs

International Relations And Affairs