Rosalyn Roberson
Stockbridge,GA
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
10
10
years of professional experience
Work History
Independent Contractor
LiveOps, Inc.
08.2018 - 06.2022
- Optimized customer communication across phone, email, and chat channels, ensuring timely resolution of inquiries and alignment with customer expectations.
- Utilized comprehensive knowledge of products, services, and pricing to meet and exceed customer expectations.
- Executed accurate and efficient data entry across multiple platforms to ensure seamless organizational information management and tracking.
Quality Assurance Auditor
Victoria’s Secret / Bath & Body Works
08.2018 - 06.2022
- Produced and maintained comprehensive audit reports to enable management to make data-driven decisions on product quality.
- Monitored and ensured production processes complied with regulatory standards and organizational policies.
- Conducted product quality assessments aligned with corporate values, providing strategic recommendations to enhance operational efficiency and workflow improvements.
- Enhanced product quality by conducting thorough audits and identifying areas for improvement.
Customer Service Representative
Shift
08.2021 - 06.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Customer Service Associate
Exact Sciences Laboratories
09.2021 - 06.2022
- Managed shipping processes to ensure accurate and timely distribution of Cologuard colon test kits.
- Consolidated patient accounts through effective account management, ensuring data accuracy and process efficiency.
- Conducted outreach to improve test kit return rates and compliance.
- Verified shipping details and facilitated insurance coverage through inbound call support.
Senior Specialist Home Automation & Security
AT&T Digital Life
03.2012 - 10.2018
Skills
- Active listening
- Customer relationship management (CRM)
- Quality assurance controls
- Escalation management
- Service upselling
- Call center experience
- Customer service
- Team development
- Key Performance Indicators (KPIs)
Timeline
Customer Service Associate
Exact Sciences Laboratories
09.2021 - 06.2022
Customer Service Representative
Shift
08.2021 - 06.2022
Independent Contractor
LiveOps, Inc.
08.2018 - 06.2022
Quality Assurance Auditor
Victoria’s Secret / Bath & Body Works
08.2018 - 06.2022
Senior Specialist Home Automation & Security
AT&T Digital Life
03.2012 - 10.2018
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