Deronda Copeland
Mableton,GA
Summary
Accomplished business owner 18 years of progressive business experience. Dedicated to maximizing bottom-line profits with forward-thinking approaches and clear focus on continuous improvement. Knowledgeable about financial administration, regulatory compliance and recordkeeping.
Overview
21
21
years of professional experience
Work History
Co-Owner
CYT Kustom Cleaning
Mableton, GA
07.2020 - Current
- Recruit, interview, and establish clear expectations and guidelines for contractors to ensure service consistency
- Manage payroll processes for contractors, ensuring accurate and timely payments
- Create promotional materials, including online and offline marketing collateral
- Maintain and update the company website with relevant content and services
- Coordinate and oversee residential and commercial cleaning projects from initiation to completion
- Collaborate with clients to understand project requirements and expectations
- Ensure timely and efficient execution of cleaning services, meeting quality standards
- Provide ongoing training on safety protocols and address training needs, as necessary
- Address client inquiries, concerns, and feedback promptly and professionally.
Client Account Services
Bank of America
Kennesaw, GA
01.2019 - 07.2020
- Engaged and built rapport with Bank of America clients
- Influenced quick decisions regarding bank products and services
- Communicated effectively with clients about the details of their accounts
- Managed confidential and secure banking/financial records
- Answered questions about banking products, such as credit cards, mortgage loans and small business needs
- Checked on the status of customer accounts and tracked checks and payments
- Reviewed and explained account charges
- Assisted customers with replacing lost or stolen credit or debit cards
Training Content Development Specialist
Allconnect
Atlanta, GA
04.2003 - 03.2018
- Managed all phases of the content development cycle until completion
- Developed self-paced e-learning and instructor-led training in-person and virtually
- Trained sales agents and supervisors domestically and internationally to keep them educated on business process changes
- Assisted with reviewing and revamping new hire curriculum
- Developed audience-appropriate and meaningful training modules including methods that appeal to different learning styles
- Developed curriculum based on feedback from partners and leadership
- Collaborated with team to evaluate the training program, review results, and provide recommendations for training program effectiveness
- Maintained the training website to include posting new material, updating documents, and recommending web organization improvements
- Increased and improved customer satisfaction scores (CSAT) to meet partner expectations
- Consistently achieved monthly, quarterly, and annual sales objectives
- Utilized consultative selling techniques to present key selling points, features, and benefits while remaining focused on the customers' needs and expectations
Education
Master of Arts - Industrial And Organizational Psychology
Argosy University
Orange, CA03-2018
Bachelor of Science - Criminal Justice
Medgar Evers College of The City University of New York
Brooklyn, NY03-2004
Skills
- Content Development
- Communication
- Organization
- Client Interaction
- Research Skills
- Analytical Thinking
- Team Collaboration
- MS Office
- Document Review
- Project Management
- Customer Service
- Problem Resolution
- Writing and editing
- Technology Proficiency
- LMS Expert
- Recruiting and Training
- Business Growth
- Policy and Procedure Implementation
- Customer Retention
- Operations Management
Professional Accomplishments
- Top QA Agent Award
- Time Management Certificate
- Diamond Club Certificate
- Workplace Personality Training Certification
- Sexual Harassment Prevention Certified
References
References available upon request.
Timeline
Co-Owner
CYT Kustom Cleaning
07.2020 - Current
Client Account Services
Bank of America
01.2019 - 07.2020
Training Content Development Specialist
Allconnect
04.2003 - 03.2018
Master of Arts - Industrial And Organizational Psychology
Argosy University
Bachelor of Science - Criminal Justice
Medgar Evers College of The City University of New York
Similar Profiles
Maya ClayMaya Clay
Assistant Stage Manager at CYT AtlantaAssistant Stage Manager at CYT Atlanta
Rebekah WildheartRebekah Wildheart
Student/Actor at Christian Youth Theater CYTStudent/Actor at Christian Youth Theater CYT
Kellen OverallKellen Overall
Fabricator at Ironworks Speed & KustomFabricator at Ironworks Speed & Kustom