Veronica Martz, Helping retailers and customers with technical issues, with a positive, upbeat attitude.

About

Residing in Cumming, GA, I’m currently a product support technician providing technical support to lottery retailers over the phone. I have over 5 years of experience with call centers/helplines, providing customer support, payment processing, and technical help.

Experience

Scientific Games

Aug 2021 – Present

Alpharetta, GA

Product Support Tech

Scientific Games is a nation-wide company that manages the lottery in a number of states including Pennsylvania, Arizona, Iowa, and others. Duties included: Answering incoming calls from retailers and district lottery representatives Troubleshooting technical and mechanical issues with retailers for their lottery vending machines, terminals, and peripheral devices Resolve Internet connectivity issues Send service calls to dispatch/on site technician as needed Log each call with a service ticket detailing the caller's issue, location, machine affected, steps taken to resolve the issue, etc. Maintain company standards for call length, hold time, closing rate, and dispatch rate Maintain positive, helpful demeanor with retailers

Secure Contact Solutions

Jan 2016 – Sep 2020

Alpharetta, GA

QA Specialist

SCS was a call center specializing in payment processing for prepaid cell phones and long-distance phone cards. The business closed in 2020 due to COVID-related issues and costs. I was hired as an order processing agent, then promoted to QA Specialist after nine months. Duties included: Monitoring calls for quality standards, and evaluating on a weekly or bi-weekly basis Communicating with supervisors in regards to their team members, and providing tips for improvement Tracking the evaluations on various spreadsheets and calculating average scores Creating new call guidelines with the call center manager and other QA team members Answering calls as an order processing agent on critical business days; this would also include providing information about phone plans, billing, and Auto-Pay, and transferring to other departments as needed

Education

Georgia Perimeter College

Jan 2012 – Sep 2013

Art Institute of Atlanta

Sep 2007 – Apr 2009

Veronica Martz

Helping retailers and customers with technical issues, with a positive, upbeat attitude.

Skills

Languages