Veronica Pesso
Dubai
Summary
Expert in Client Success Management and Customer Care with a proven track record of driving client growth, retention, and satisfaction through strategic leadership and effective portfolio management. Adept at leveraging multitasking and problem-solving skills to optimize client outcomes, achieving substantial revenue growth and consistently high satisfaction rates. Known for exceptional client representation, hands-on team leadership, and a customer-centric approach that aligns with business objectives. Skilled in coaching teams, improving processes, and fostering a collaborative environment to ensure exceptional service delivery and sustainable client success.
Overview
8
8
years of professional experience
Work History
Portfolio Property Manager
LimesWood Real Estate Agency LLC
01.2025 - Current
- Managed property operations, ensuring compliance with regulations and standards.
- Developed and implemented strategic maintenance plans to enhance property value.
- Coordinated tenant relations, addressing concerns and facilitating communication effectively.
- Oversaw budgeting processes, optimizing resource allocation for cost efficiency.
- Trained and mentored junior staff on best practices in property management.
- Oversaw annual budget preparation and long-term financial planning, ensuring the properties remained financially stable.
- Managed approximately 30 incoming calls, emails and faxes per day from customers.
Sr. Customer Escalation Supervisor
Deliveroo UK
04.2018 - 10.2024
- As a Senior Escalation & Retention Specialist at Deliveroo, I manage offshore teams to resolve customer issues for high-revenue TOP customers through various communication channels. I ensure brand integrity by providing accurate information and adhering to company policies. My responsibilities include supervising teams for effective problem resolution, organizing training sessions to enhance performance, and maintaining the brand's reputation through precise customer communication. Additionally, I engage in voluntary tasks to improve my operational knowledge and KPIs. Managed approximately 30 incoming calls, emails and faxes per day from customers
Sr. Restaurant Partner Relation Agent - Level II
Deliveroo UK
01.2021 - 09.2023
- Led customer support operations across Qatar, Kuwait, UAE, UK, and Hong Kong markets, managing a team and overseeing effective, timely responses. Enhanced customer experience by collaborating with cross-functional teams, monitoring feedback, and refining processes. Maintained customer databases, analyzed trends to drive strategic improvements, and resolved escalated inquiries. Generated vouchers for engagement initiatives and partnered with marketing on engagement strategies. Prepared performance reports and stayed current on industry best practices to ensure exceptional customer support.
Customer Contact Agent - Level I
Deliveroo UK
04.2018 - 12.2020
- Managed high volumes of incoming calls, assessing and meeting customer needs across Deliveroo markets (UAE, Kuwait, Hong Kong, UK). Resolved complaints with effective solutions, adhered to communication policies, and consistently went the extra mile to engage customers.
- Optimized route planning using GPS tools to reduce delivery times and costs.
- Coordinated with restaurants and customers to resolve order discrepancies effectively.
- Managed delivery operations to ensure timely service and customer satisfaction.
- Trained new agents on operational procedures and best practices for efficiency.
Skills
- Business Development
- Strategic Planning and Execution
- Cross-functional Collaboration
- Training & Development
- Issue Identification & Mitigation
- Leadership Management
Accomplishments
- Recognized and awarded for receiving highest positive surveys from Customers, DELIVEROO UK & 2022.
- Awarded as Best Employee, DELIVEROO UK
- Awarded as Best Client Success Associate, DELIVEROO UK
LANGUAGES
English
Hindi
Malayalam
Personal Information
Title: Sr. Portfolio Manager/ Consultant
Personal data processing
I declare that the information provided in this CV is accurate. With extensive experience leading customer support operations across multiple markets, I have effectively managed teams to enhance customer satisfaction, resolve escalated inquiries, and drive strategic improvements.
Timeline
Portfolio Property Manager
LimesWood Real Estate Agency LLC
01.2025 - Current
Sr. Restaurant Partner Relation Agent - Level II
Deliveroo UK
01.2021 - 09.2023
Sr. Customer Escalation Supervisor
Deliveroo UK
04.2018 - 10.2024
Customer Contact Agent - Level I
Deliveroo UK
04.2018 - 12.2020