Customer Service & Support Specialist

Veronica L. Rogers

Offering an award-winning track record of customer care excellence

**** *. ******* **

within high-volume environments that include…

Houston, TX 77028

Call Centers Online Support Customer Service Desks

Cell: 713-***-****

Key Skills

abgn6j@r.postjobfree.com

Career Snapshot

World-Class Customer Call Center Operations

Service

Seven years of commended

Technical/User Support

performance in key customer

Troubleshooting/ Problem

service and support roles. Complaint Handling

Solving

Expert in customer Reports &

Customer Order Fulfillment

care/communications, problem Documentation

solving, relationship building Health & Insurance Benefits

and user training and support.

Professional Experience

Administrative skills, team

leader, quality experience.

LiVTEL CUSTOMER SERVICE

Awards

REPRESENTATIVE

“Top Performer” Award, 2002,

April 2012 – Present

2004, 2005, 2006, 2008

Assisting current and potential clients of limos.com with ground

“Employee of the Month,”

transportation needs.

2006, 2008, 2010, 2012

Acting as a consultant in assisting customers with needs associated

Computer Skills

with ground transportation needs ranging from trip planning, time

Word, Excel, PowerPoint,

suggestions, etc.

Access, Outlook, Lotus Notes,

Sametime, Works, QuickBooks, Assisting with coaching and tips to secure bookings and maintain

etc.

conversion and the level customer service provided to the customer.

Mission Statement

Seeking a career in a position MCollective, Inc. ADMINISTRATIVE ASSISTANT/EVENT COORDINATOR

within a Company, where

June 2010 – October 2012

professional experience,

education and great working

Contract Position

abilities would be an advantage

to the growth of my employer as Performing day to day administrative duties to meet the companies

well as myself in an

needs.

environment where I can strive

Interacting with customer/clients to assure their needs are met.

to exceed customer/ employer

expectations by delivering

Planning events for the clients who are seeking our services.

second-to-none service.

Maintain customer centricity in

all initiatives and interactions,

always putting the customer GC SERVICES ACCOUNT REPRESENTATIVE

first.

August - September 2008

Collecting car notes for customers with Toyota/Lexus Financial

Assisting Toyota/Lexus Financial customers with their questions

about financing, payment arrangements, etc.

Reason for leaving: This job was damaged by Hurricane Ike

and I was unable to relocate to East Texas

ASURION CUSTOMER SERVICE

REPRESENTATIVE

December 2007 –July 2008

Administering and filing insurance claims for customers

subscribed to T-Mobile, AT&T, Verizon, Sprint, etc

HEWITT ASSOCIATES, LLC HRO OUTSOURCING

SPECIALIST

August 2006 – October 2007

Handling pension and 401k plans as well as health and

insurance benefits for Fortune 500 Companies such as Edison,

Mattel, Boeing, BP, Starbucks, USAA, Verizon, Coca-Cola, etc.

Responsibilities were to educate managers, employers (along

with their qualified dependents) and pensioners in all lines of

business in regards to their pension plan, 401k, medical, dental,

vision, life insurance, payroll deductions, billing, etc.

Advanced knowledge of benefits legislation such as COBRA,

FMLA, Medicare and Total Rewards

Resolve complex question and issues arising from online

secured requests, inbound calls and written requests from clients

or HR Contacts

Conducting off phone research and projects, investigate

escalated issues, interacting with the client team to resolve

issues and identify caller needs and plan resolution

Assisting with both the entrance and exit interviews for

employers

NO MORE VICTIMS, INC EXECUTIVE ASSISTANT TO THE

CEO

June 2004 – April 2006

Responsible for all clerical duties such as answering the

phones, sending and receiving faxes, filing, corresponding with

the public, taking messages, checking voice mail messages,

scheduling trips and making appointments

Handled all QuickBooks operations for the company

Maintained and updated all the computer systems at the facility

Responsible for carrying out counseling sessions with the

children involved in the No More Victims “healing the CHILD

within” Program

Responsible for assisting CEO in getting ready for all major and

minor meetings from funding to board meetings

Put together grant packets for funding purposes

Maintained the program/non profit records for the class setting,

mail, phone system

Kept a log and paid the bills for the facility

Controlled petty cash and produced out receipts to public for

services rendered

Worked directly under the CEO to ensure that the organization

ran smoothly on a daily basis, etc.

Prepped for Board Meetings and other presentations

SUMMER JOBS AS AN ADMINISTRATIVE AIDE

NORTH FOREST ISD

May – August 2003

While working in the Office of the Assistant Superintendent of

North Forest ISD, I was responsible for filing, answering phones,

sending and receiving faxes, typing letters, completing purchase

orders, organizing and assistant Lead Secretary Kathy Hill in her

administrative duties. Though I was asked to stay on and

continue full time during my senior year, my grandmother

thought it was best for me to focus on my studies

NO MORE VICTIMS, INC

May – August 2002

During my employment at NMVI I filed, typed, answered phones,

sent and received faxes, kept the office organized, assisted the

clients with questions they may have had, checked emails (and

in some cases I had to respond), handled cash transactions,

prepared grant packets, etc.

WORKSOURCE HOUSTON

May – August 2001

Responsible for filing, typing, answering phones, sending and

receiving faxes, cleaning, etc.

Community Activities

I am a member of No More Victims, Inc. which is a 501 (c)(3), non-profit

organization for newborns and children of incarcerated parents. I travel

with this organization and do public speaking around the nation. I also go in

the jails around the nation and hold classes with inmates to show them there

is a better way when they get home and to inform them that their kids come

first and they need to be there for them because they are priceless. We also

have a movie that aired on The Lifetime Movie Network entitled, “Fighting

the Odds – The Marilyn Gambrell Story”, and I had the privilege of flying to

Canada to play an extra in the movie. I’ve been awarded Humanitarian

Awards by the North Forest School District for my Excellence in the

Community. No More Victims provided me with my first fulltime job and

allowed me to develop a lot of the skills I possess today. Though I still

volunteer with the agency, I had to end my employment due to a lack of

funding.

Education

HOUSTON COMMUNITY COLLEGE Houston, TX

Associate of Arts (AA) in Communication, *pursuing

Mary Brantley Smiley High School Houston, TX

High School Diploma, 2004

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