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