Deidra Rhodes
Paradise,USA
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
21
21
years of professional experience
Work History
Assistant Director of Knowledge Management
Visual Matrix
Richardson, Texas
01.2022 - 12.2024
- Designed, developed, and maintained comprehensive training programs for support technicians, aligning content with evolving product features, customer needs, and support best practices. Ensured consistency and effectiveness across onboarding and continuing education tracks.
- Regularly updated and curated the internal knowledge base and technical documentation to reflect the latest product updates, troubleshooting procedures, and operational guidelines. Promoted documentation standards to enhance team efficiency and knowledge sharing.
- Led the planning and delivery of ongoing training initiatives, including live webinars, interactive workshops, and learning modules tailored for both internal support teams and external clients. Ensured content was accessible, relevant, and impactful in improving product proficiency.
- Managed and fulfilled incoming training requests, including conducting customized paid training sessions for clients. Delivered sessions tailored to industry-specific workflows, helping clients maximize value from the software solutions.
- Monitored client support interactions through ticket reviews, call evaluations, and feedback analysis to uphold service quality standards. Provided targeted coaching and performance feedback to technicians based on findings, driving continuous service improvement.
Client Support Assistant Director / Product Expert
Visual Matrix
Richardson, Texas
01.2020 - 01.2022
- Directed and provided ongoing support to a team of client support technicians, ensuring high service standards and operational efficiency. Played a key role in workload management, technical escalation handling, and performance coaching to maintain consistent quality in client interactions.
- Designed and facilitated comprehensive Q&A sessions, workshops, and onboarding programs to equip new technicians with the necessary product knowledge, support protocols, and customer service skills. Created training materials and guided knowledge-sharing initiatives to accelerate team readiness.
- Successfully managed the onboarding and integration of offshore support teams based in Mexico and South Africa. Coordinated cross-cultural training efforts, standardized support procedures, and established clear communication channels to align remote teams with organizational goals and service expectations.
- Oversaw the end-to-end onboarding process for new clients, including software implementation, user training, and early-stage support. Collaborated closely with stakeholders to understand unique business needs, drive user adoption, and ensure long-term customer success with the company's software solutions.
Client Support Supervisor
Visual Matrix
Richardson, Texas
01.2019 - 01.2020
- Supervised a team of support technicians by providing day-to-day guidance, performance monitoring, and structured hands-on training. Fostered a collaborative environment focused on continuous improvement, technical skill development, and high-quality customer support.
- Conducted thorough client follow-up communications to assess service satisfaction, gather feedback, and ensure that all technical issues were fully resolved. Acted as a key liaison between clients and internal teams to maintain strong relationships, and enhance the overall customer experience.
- Led end-to-end deployment of booking interface solutions, including planning, configuration, testing, and user onboarding. Diagnosed and resolved complex technical issues involving database integrity, connectivity, and server performance to ensure seamless system functionality, and minimal downtime.
Lead Floral Designer / Customer Service Assistance
Lady Jane's Florist
Sunnyvale, Texas
01.2009 - 01.2012
- Consulted directly with clients to plan and coordinate floral arrangements for weddings, funerals, and other special events. Offered personalized recommendations to align with client preferences, themes, and budgets, ensuring memorable and meaningful outcomes.
- Oversaw wholesale inventory management, including forecasting demand, placing orders with vendors, and maintaining optimal stock levels. Ensured the freshness and quality of floral products while minimizing waste and controlling costs.
- Accurately processed wire service orders using platforms such as Teleflora, FTD, and 1-800-Flowers, adhering to brand standards and delivery timelines. Coordinated with partner florists to fulfill national and international orders efficiently.
- Delivered high-level customer service by assisting walk-in clients, answering phone inquiries, resolving concerns, and supporting day-to-day operations. Maintained a welcoming and professional environment while ensuring a smooth workflow across retail and back-end functions.
Assistant Manager
Scrap Happy
Forney, Texas
01.2004 - 01.2009
- Provided personalized assistance to customers while managing daily retail operations, including opening and closing procedures, cash handling, and maintaining an organized, customer-friendly environment.
- Oversaw the full inventory lifecycle, including ordering supplies, setting retail pricing, and managing restocking processes to ensure product availability and visual merchandising standards.
- Handled the preparation and packaging of customer orders for both in-store pickup and local deliveries, including managing postage logistics and ensuring timely, accurate dispatch.
- Planned, organized, and facilitated crafting classes and educational seminars for customers, creating engaging instructional content, managing event logistics, and fostering a creative, community-oriented shopping experience.
Education
Professional Floral Design Evaluation (PFDE) - Floral Design
Brookhaven College
Dallas, TX05-2009
Skills
- Technical support and client service
- Team leadership and staff training
- Software installation and troubleshooting
- Knowledge management and documentation
- Onboarding and client education
- Webinar development and delivery
- Floral design and event planning (past)
- Online inventory and sales management
References
References available upon request.
Timeline
Assistant Director of Knowledge Management
Visual Matrix
01.2022 - 12.2024
Client Support Assistant Director / Product Expert
Visual Matrix
01.2020 - 01.2022
Client Support Supervisor
Visual Matrix
01.2019 - 01.2020
Lead Floral Designer / Customer Service Assistance
Lady Jane's Florist
01.2009 - 01.2012
Assistant Manager
Scrap Happy
01.2004 - 01.2009
Professional Floral Design Evaluation (PFDE) - Floral Design
Brookhaven College
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