Summary
Overview
Work History
Education
Skills
Certification
Writing books and Poetry
Timeline
Generic

CHARONICA FONDREN-OLIVER

Oxford,MS

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Call Center Representative

One Support
01.2020 - 03.2021
  • Maintained up-to-date knowledge of product and service changes.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Boosted customer service satisfaction ratings through consistent quality control.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Compiled status and performance reports for team leaders to address company strengths and weaknesses.
  • Met customer call guidelines for service levels, handle time and productivity.

Business Development Coordinator

Cannon Motor Company
12.2018 - 01.2020
  • Accelerated company profit by over $20,000 in 4 months utilizing relentless customer service skills, suggestive sale tactics, and managing company inventory
  • Managed customer inquiries using Customer Relationship Management (CRM) systems
  • Co-managed the department’s day-to-day operations and facilitated a positive work environment
  • Maintained relationships with clientele via telephone, text, email, and social sites, including Facebook and LinkedIn
  • Extracted data of ongoing customer database to capture repeat business and record new clientele
  • Used SalesForce to handle current portfolio and prospective leads.

Collections Specialist

Flywheel Motors
03.2017 - 06.2018
  • Reduced over 90-day past due accounts by 4% through analyzing company payment processes and suggesting changes to simplify payment options
  • Served as the liaison between insurance companies and the dealership during customer verification and purchase processes
  • Provided operational support to the sales team which led to a 5% increase in sales and an approximate 9% increase in customer satisfaction
  • Prepared weekly and monthly account entries for accounting purposes and corrected account information as needed
  • Displayed immaculate customer service to company clientele in the collection of accounts, account and inventory inquiries, verification processes, purchasing and notification of account delinquencies

Dispatch

Batesville Sherriff Department
03.2015 - 06.2016
  • Utilized a computer database to access and distribute information to on-duty officers and other emergency personnel
  • Monitored and maintained status, location, and activities of police units via police radio frequencies
  • Operated a variety of communication equipment to include multi-line telephone console systems, radio systems, Computer Aided Dispatch (CAD) systems, fax machines, computer systems, Telecommunication Device for the Deaf (TDD) and other communitive devices
  • Analyzed caller request to resolve complex issues, provide solace and information, dispatch emergency services, and/or refer callers to other agencies
  • Served as the first point of contact for emergency and non-emergency calls retrieved

Education

Certification Program: Medical Coding -

Delta Technical College

Bachelor of Arts - Business Administration

Strayer University
Washington, DC
12.2022

Skills

  • Performance Improvement
  • Reviewing Renewals
  • Administrative and Office Support
  • Call Documentation Skills
  • Online Chat
  • Inbound Phone Call Management
  • Field Operations Support
  • Brand Representation
  • Cash Handling
  • Merchandise Orders and Exchanges
  • Problem-Solving Skills
  • Billing Adjustments and Refunds

Certification

Certified Professional Coder Customer Relationship Management (CRM) Specialist Sales Management and Marketing Microsoft Office Suites Specialist

Writing books and Poetry

I have published two books. The first book is titled I Am An Overcomer, which tells the story of my life. Then second book is titled Knowing Who I Am is To Know My Worth, which tells about identifying your worth. Poetry is something I enjoy doing from time to time.

Timeline

Call Center Representative

One Support
01.2020 - 03.2021

Business Development Coordinator

Cannon Motor Company
12.2018 - 01.2020

Collections Specialist

Flywheel Motors
03.2017 - 06.2018

Dispatch

Batesville Sherriff Department
03.2015 - 06.2016

Certification Program: Medical Coding -

Delta Technical College

Bachelor of Arts - Business Administration

Strayer University

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CHARONICA FONDREN-OLIVER