Summary
Overview
Work History
Education
Skills
Timeline
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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
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, VA
06.2014

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

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Cheryl Robertson