Cheryl Robertson
Chesterfield,VA
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. By creating a innovative marketing solutions and messages that generate revenue gain and bring unique products to target audiences.
Overview
13
13
years of professional experience
Work History
Nesting Team Lead
Teleperformance
Richmond VA
03.2020 - 05.2023
- Coached team members in techniques necessary to complete job tasks.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Directed and supervised team of 30 engaged in inbound customer service.
Clerk
Aerotek
10.2019 - 02.2020
- Interacted with customers by phone, email, or in-person to provide information.
- Drove customer loyalty and consistent sales through friendly service and knowledgeable assistance.
- Compiled and analyzed data to produce reports.
- Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance
Sr Ops Prod Coor
Capital One Bank
06.2017 - 04.2019
- Investigate fraud concern on charged off accounts
- Worked on multiple systems to investigate accounts
- Update Credit Bureaus for accounts that are found fraudulent
- Work cases in a timely manner to ensure customers are taken care of
- Correspond with customers by inbound and outbound to resolve issues
Ops Prod Coor
Capital One
03.2016 - 06.2017
- Accurately documented, researched and resolved customer credit card issues.
- Addressed and resolved customer product complaints strategically and professionally.
- Maintained an empathic and professional relationship with customers.
- Met all goals and guidelines including service levels, handle time and productivity.
Guest Service Manager
Target
11.2011 - 03.2016
- Attended to customer needs, responding to questions, complaints and escalations.
- Monitored staff training, scheduling and shift changes.
- Implemented successful strategies to increase customer satisfaction.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Supervised team of 12 cashiers and helped to resolve issues arising during shifts.
- Understood and implemented safety and emergency procedures.
Marketing Account Manager
Olan Mills Portrait Studio
08.2010 - 08.2011
- Conducted market research to identify new opportunities and target markets.
- Established, initiated and optimized business development strategies based on company targets, product specifications, market data, and budget factors.
- Captured new customers by optimizing business strategies and launching products to diversify offerings.
- Oversaw preparation of marketing copy, images, videos, emails, and other collateral.
- Continually maintained and improved company's reputation and positive image in markets served.
Education
Associate of Science - General Studies
John Tyler Community College
Chester, VA06.2014
Skills
- Time Management
- Creativity
- Leadership
- Organization
- Problem Solving
- Customer Service
- Communication
Timeline
Nesting Team Lead
Teleperformance
03.2020 - 05.2023
Clerk
Aerotek
10.2019 - 02.2020
Sr Ops Prod Coor
Capital One Bank
06.2017 - 04.2019
Ops Prod Coor
Capital One
03.2016 - 06.2017
Guest Service Manager
Target
11.2011 - 03.2016
Marketing Account Manager
Olan Mills Portrait Studio
08.2010 - 08.2011
Associate of Science - General Studies
John Tyler Community College