VERONICA BRATTON

Titusville, FL, ***** 407-***-**** ad36gv@r.postjobfree.com www.linkedin.com/in/veronica-bratton-00951853 CUSTOMER SERVICE REPRESENTATIVE

Dedicated and highly enthusiastic professional with extensive expertise in delivering exceptional service to customers, both remotely and on-site. Proficient in problem resolution, adept at investigating and resolving customer inquiries and complaints swiftly. Extensive product knowledge and a deep commitment to ensuring positive customer experiences.

Adaptable and responsive to rapid changes, consistently meeting service level guidelines and productivity targets. Demonstrate empathy, effectively address customer concerns, and consistently promote superior customer experience. Strong communication and interpersonal skills, with a reputation for building solid client relationships. Skilled in maintaining accurate records, adhering to service guidelines, and upholding safety and compliance standards.

AREAS OF EXPERTISE

Customer Service/Experience Client Relationship Building Needs Assessment New Business Development Cross-functional Collaboration Regulatory Compliance Data Entry/Data Tracking Mentoring & Coaching Product Knowledge Compliant Management Client Acquisition & Retention Telephone Etiquette Activity Management

TECHNICAL SKILLS

Microsoft OUTLOOK Microsoft EDGE TEAMS Programs Director 7 NCP ADM DRUI PROFESSIONAL EXPERIENCE

TRUIST BANK - Orlando, FL October 2021 – November 2023 Mortgage Customer Service Representative 1

Delivered top-notch customer care by responding to requests, assisting with product selection, and managing orders. Follow up with customers on resolved issues to uphold service standards. Educated customers on billing, payment processing, and support policies and procedures.

● Provided exceptional customer service through product knowledge and creating positive experiences. Investigated and resolved customer inquiries and complaints promptly.

● Responding to customer requests, offering tailored support and recommendations. Met customer service level, handle time, and productivity targets, both remotely and on-site.

● Delivered prompt service to prioritize customer needs. Analyzed requests per policy and procedures to ensure proper action. Intake documents keep client accounts updated. Mentored new hire.

● Enhanced customer experience by addressing concerns, showing empathy, and resolving issues efficiently, receiving certificates for achieving 100% customer satisfaction.

● Honored with a certificate having 98% score in inherence. HORIZON BAY RETIREMENT LIVING - Altamonte Springs, FL January 2003- November 2019 Assisted Living Caregiver / Memory Care Resident Activity Provided compassionate and patient-focused care to elderly patients, ensuring a safe and welcoming environment; responsible for companionship, household management, mobility support, medication administration, and turning bed bound patients to prevent bedsores.

● Maintained accurate records of daily activities, offered tailored meal plans, assisted with hygiene and daily living tasks, and ensured clients' mental alertness through engagement and entertainment.

● Organized and managed appointments and events, including transportation.

● Handled confidential matters, recorded vital signs, and participated in the caregiver community to stay updated on best practices. Aided in wound care, financial tasks, scheduling, physical therapy, and administrative tasks.

● Offering staff coaching, mentoring, and consultation to enhance performance and professional development.

● Built and maintained rapport with clients and family members to establish trusting caregiver relationships.

● Developed and implemented individualized care plans tailored to client needs. RENAISSANCE RETIREMENT CENTER - Lake, Mary Florida October 2008 - January 2011 Resident Care Supervisor/Wellness Coordinator

Managed resident admissions, staff scheduling, and floor supervision. Oversaw medication management and assisted residents with doctor appointments. Provided coaching, mentoring, and counseling for resident care. Managed work orders and equipment changeovers following standard procedures.

● Developed and updated policies and procedures to ensure compliance with regulations. Collaborated with healthcare professionals to create comprehensive patient care plans. Organized and monitored group mealtime activities in compliance with licensing requirements.

● Practiced safe behavior with equipment and tasks. Covered for staff call-outs or absences as needed. Trained aides, delegated assignments, and supervised assistants. Rotated as the weekend manager on duty and occasionally assisted in marketing.

● Monitored and inspected staff processes to ensure compliance with regulations and eliminate potential hazards for both residents and staff.

● Conducted facility inspections to identify and rectify areas needing improvement for staff and resident safety. EDUCATION

Associate of Art (AA) in Business Administration: Business Administration Jones International University - Orlando, FL

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