Veneece Myers

• Coordinated efforts between IT departments and stakeholders in order to effectively prioritize, schedule, and resolve support requests according to established guidelines.
• Actively participated in team meetings to share expertise, discuss current challenges faced by the department, and brainstorm potential solutions or improvements moving forward.
• Provided excellent customer support by addressing user inquiries and troubleshooting complex technical problems.
• Contributed to the successful onboarding of new support team members by providing mentorship, guidance, and hands-on training as needed.
• Maintained strong professional relationships with key vendors and suppliers in order to keep abreast of industry trends and emerging technologies that could benefit the organization''s overall application support strategy.
• Increased end-user satisfaction with thorough testing, diagnosis, and resolution of application issues.
• Proactively identified areas for potential process improvements within the department and consistently provided feedback and suggestions to management in order to drive ongoing optimization efforts.
• Interfaced with customers and developers to diagnose problems and implement configuration requirements and solutions.
• Used OMA to track, maintain and update trouble tickets.
• Conducted and supported implementation delivery with client and internal departments.
• Developed and maintained effective client communications to guarantee client satisfaction and improve client retention by 100%.
• Participated in on-site requirements gathering sessions.
• Participated in on-site requirements gathering sessions and translated client requirements to determine project scope.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Created user accounts and assigned permissions.

• Provided empathetic assistance to distressed customers, demonstrating genuine concern for their needs and fostering brand loyalty.
• Enhanced customer satisfaction by addressing and resolving issues promptly and professionally.
• Managed high call volume while maintaining exceptional service quality for all customers.
• Handled escalated calls professionally, mitigating potential complaints and securing continued business from clients.
• Built rapport with clients, resulting in increased customer loyalty and positive feedback.
• Adhered strictly to data protection guidelines, ensuring that the confidential information of customers was treated with utmost respect and diligence throughout all interactions.
• Increased issue resolution rate through continuous training and performance evaluation.
• Maintained up-to-date knowledge of products and services to effectively assist customers with their needs.
• Improved first-call resolution rates through thorough research of complex cases before escalating them to higher-level support teams.
• Implemented proactive outreach efforts for at-risk customers, resulting in decreased account cancellations.
• Collaborated with cross-functional teams to identify and address recurring customer concerns.
• Actively sought opportunities for professional development within the industry, participating in workshops and training sessions relevant to the role.
• Participated in regular team meetings designed to evaluate current processes, share ideas for improvement, and celebrate successes achieved within the department.
• Reduced response times by implementing effective organizational strategies in managing inquiries.
• Developed strong relationships with key accounts, leading to increased client retention rates.
• Conducted regular quality assessments, ensuring consistent adherence to company standards of excellence in customer care.
• Streamlined communication channels for improved efficiency within the customer care team.
• Contributed towards a positive working environment by actively supporting colleagues during busy periods or when faced with challenging situations.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Assisted call-in customers with questions and orders.
• Responded to customer needs through competent customer service and prompt problem-solving.
• Logged call information and solutions provided into internal database.
• Navigated multiple computer systems and applications to find information.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Investigated and resolved customer inquiries and complaints quickly.
• Sought ways to improve processes and services provided.
• Met customer call guidelines for service levels, handle time and productivity.
• Promptly responded to inquiries and requests from prospective customers.
• Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Maintained up-to-date knowledge of product and service changes.
• Delivered prompt service to prioritize customer needs.
• Responded proactively and positively to rapid change.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Increased efficiency and team productivity by promoting operational best practices.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Enhanced productivity levels by anticipating needs and delivering outstanding support.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Optimized customer support by establishing collaborative service environments through targeted operational initiatives.

• Facilitated communication between trainers and participants before and after sessions to ensure clear expectations and follow-up support were provided as needed.
• Maintained accurate records of employee participation in training events, tracking progress towards learning objectives.
• Provided ongoing coaching and mentoring support for employees seeking professional growth and development.
• Conducted thorough needs assessments to identify skill gaps and develop appropriate training solutions.
• Cultivated strong relationships with stakeholders at all levels of the organization, fostering trust and collaboration in support of shared learning objectives.
• Championed a performance-driven culture by aligning training initiatives with key performance indicators and individual development plans.
• Increased employee retention rates through targeted training interventions and career development opportunities.
• Partnered with external vendors to source specialized training content or services when required by organizational needs or strategic priorities.
• Promoted a culture of continuous learning within the organization by encouraging employee engagement in training opportunities.
• Evaluated the effectiveness of training initiatives, making adjustments as needed to optimize results.
• Enhanced employee performance by developing and implementing comprehensive training programs.
• Collaborated with department managers to design customized training plans aligned with organizational goals.
• Developed engaging instructional materials, including presentations, handouts, and interactive activities.
• Spearheaded internal certification programs that increased staff competencies in key areas such as project management or leadership skills.
• Led cross-functional teams comprised of subject matter experts to create collaborative solutions addressing complex organizational challenges through targeted skills development efforts.
• Conducted regular training needs analyses across departments, ensuring that all training initiatives were aligned with business objectives.
• Enhanced employee engagement and learning retention by designing and implementing interactive training modules tailored to diverse learning styles.
• Facilitated cross-departmental training sessions to promote better understanding of interdepartmental roles and improve collaboration.
• Streamlined training logistics, from scheduling to resource allocation, ensuring efficient use of time and materials.
• Adapted training content for global audience, considering cultural differences and language barriers to ensure inclusivity and effectiveness.
• Streamlined certification process for industry-specific training, reducing time to certification for participants.
• Led transition to blended learning approach, combining online self-study with in-person sessions, to accommodate diverse learning preferences.
• Reduced training costs by negotiating with external vendors for high-quality, cost-effective training materials and resources.
• Pioneered use of interactive technology in training sessions, such as AR/VR, to create immersive learning experiences.
• Improved knowledge retention by incorporating case studies and real-life scenarios into training sessions, making learning more relatable.
• Improved training outcomes with introduction of competency-based assessments, ensuring that training objectives were met.
• Increased training session attendance, actively promoting sessions through engaging communications and scheduling flexibility.
• Fostered culture of continuous improvement by soliciting and incorporating feedback from training participants into future sessions.
• Collaborated with HR to align training initiatives with overall talent development strategies, supporting career progression paths.
• Coordinated with subject matter experts to ensure training content was accurate, relevant, and up-to-date, improving course effectiveness.
• Tailored training methods to suit remote work environments, enhancing participation and knowledge retention among virtual teams.
• Achieved significant improvements in employee performance metrics by identifying skill gaps and delivering targeted training programs.
• Analyzed and evaluated training effectiveness and program outcomes.
• Built and maintained professional relationships with vendors and suppliers.
• Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
• Provided coaching and mentoring to employees.
• Developed lesson plans, instructional materials and written practice tests for Ford Motor Company training courses.
• Established and maintained quality control standards.
• Developed job-specific competencies and performance standards.
• Facilitated virtual, in-person and blended learning sessions.
• Worked with vendors to customize courseware to accommodate business needs.
• Oversaw training programs for operations as per below -

- Product Knowledge training

- Ford Credit

- Service Advisor Accelerator Training

- Sales Accelerator Training

- Workshop Training

- CVP Training

• Utilized variety of instructional design methodologies to create effective learning experiences.