Veronica Alaniz Professional Multitasker

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Bilingual Customer Service Representative

Tires Easy

Jun 2025 - Current (11 months)

As a Customer Service Representative for a leading e-commerce tire retailer, I provide bilingual (English and Spanish) support via phone and email for customers across the U.S. I assist with order inquiries, returns, product selection, and troubleshooting issues, ensuring timely and accurate resolution in line with internal SOPs and quality standards. I manage a high volume of inbound calls and tickets daily, adapting quickly to system updates, seasonal surges, and customer needs. My role involves documenting interactions, following structured workflows, and contributing to ongoing improvements in communication tone and process efficiency. This position has strengthened my skills in problem-solving, multitasking, and maintaining a customer-

Customer Experience Associate

Pearl Talent

Feb 2025 - May 2025 (4 months)

Joined the team of a fast-growing NYC-based startup to support the launch of their niche product, contributing to the development of SOPs and scalable processes for their new customer service department. Led the initial configuration and implementation of Zendesk Talk and Zendesk AI Agent, including help center setup and documentation used to train the AI bot. Delivered responsive, empathetic support to end users via phone and email, resolving product inquiries and ensuring a high-quality user experience. Maintained ongoing collaboration with executive leadership, providing feedback on customer experience trends and recommending process improvements and product adjustments.

Support Associate / VA

Job Duck

Feb 2023 - Nov 2024 (1 year 10 months)

Collaborated closely with Case Managers providing support with daily tasks such as scheduling appointments, conducting follow-up interviews with clients, and requesting pending documentation from them. Leveraged strong communication skills, effectively interacting with clients via email and phone to provide updates and address inquiries. Took part in a survey project, gathering feedback on the client's experience and the service they received. Assisted with a legal case project, researching information online to support different current legal cases.

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Partner - Operations Manager

GearTranslations

May 2013 - Jan 2023 (9 years 9 months)

Planned, directed and coordinated the company's operations, ensuring and improving the performance, productivity, efficiency and profitability of organizational operations through the provision of effective methods and strategies.

Service Manager

IBM

Mar 2012 - May 2013 (1 year 3 months)

Provided support for the Novartis account, focusing on the EMEA region and acting as backup support for the Americas and Asia-Pacific regions. Ensured follow up on incidents in any severity, checking that the appropriate level of expertise was assigned and escalating the issue when necessary. Was also responsible for sending and following up on Executive Alerts and Changes. Coordinated Recovery actions and action plans for Critical Events and Major Incidents, keeping the client and other management levels up-to-date with any developments.

Duty Manager

IBM

Dec 2010 - Mar 2012 (1 year 4 months)

Provided support for the Novartis, Gates and Manpower client accounts by coordinating Severity 1 and 2 incidents, as well as informing about and following up on Executive Alerts.

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Mission Control Analyst - WFM

Teleperformance Argentina

May 2008 - Nov 2010 (2 years 7 months)

Provided support for the MSN account, being responsible for coordinating and managing 30 to 50 Tier 1 and Tier 2 Customer Service Representatives. Made sure that the account's Service Levels were met by monitoring incoming calls through Avaya and support requests through CAP tool. Was also in charge of assigning tickets to Tier 2 representatives according to their skill level and availability.

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Supervisor - Motorola MD

Teleperformance Argentina

Jul 2007 - May 2008 (11 months)

Led a team of 20 Tier 1 Customer Service Representatives, coaching them on delivering quality service and product knowledge, tracking absenteeism and lateness, setting up action plans to address potential improvement points and applying disciplinary actions when required. Handled escalated customers and follow-up on their cases until proper resolution was achieved.

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CRO (Tier 2 Suppor) - Motorola MD

Teleperformance Argentina

Jul 2006 - Jul 2007 (1 year 1 month)

Provided support and resolved incoming calls from end users escalated by T1 Support concerning product issues, complaints or safety concerns. Contacted the client directly to report potential incidents that may affect the company due to PR, low C SAT or safety issues with its products. Responsible for following up on cases, submitting Special Action requests and tracking them until resolved. Mentored and trained T1 Representatives on new product features and policy updates.

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Customer Service Representative

Teleperformance Argentina

Nov 2003 - Jul 2006 (2 years 9 months)

Provided phone support for Dell Customer Care (Nov 2003 – Feb 2005), MCI (Feb 2005 – Jun 2005) and Motorola Mobile Devices (Jun 2005 – Jul 2006) Answered incoming calls from end users regarding products, services, billing, features or technical concerns. Logged call details and outcomes in the client's relevant CMS tool, detailing the issue reported or question raised and the support provided.

Veronica Alaniz

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