Freda Wellham

Work History

Tier 2 Customer Service Representative

AT&T Mobility

06.2013 - 02.2022

Utilized problem-solving skills to address customer complaints.
Improved customer satisfaction by actively listening to concerns and providing prompt resolutions.
Consistently met performance metrics with effective problem-solving tactics, resulting in positive reviews from customers.
Served as an escalation point for challenging cases, taking ownership of complex problems until satisfactory resolutions were achieved.
Crosstrained in multiple departments to provide seamless assistance regardless of the specific issue at hand.
Conducted follow-up calls to gauge satisfaction levels post-resolution, identifying areas for potential improvement moving forward.
Reduced call wait times for better customer experience by efficiently handling inquiries and escalating issues when necessary.
Retained customers through empathetic interactions, negotiation skills, and offering tailored solutions to their concerns.
Supported the implementation of new CRM software, streamlining processes for faster resolution times.
Managed high levels of call flow and responded to technical support needs.

Assembly Line Worker

Honda Lock

03.2002 - 02.2009

Met daily production quotas by working effectively within a fast-paced assembly line environment.
Collaborated with team members to maximize productivity and ensure seamless workflow on the assembly line.
Stocked and replenished parts used on assembly line to maintain consistent supply and inventory.
Operated various tools, machinery, and equipment to complete assembly tasks efficiently and accurately.
Reduced product defects by maintaining a clean work environment and adhering to strict quality control standards.
Demonstrated adaptability in learning new assembly processes quickly as required for evolving project specifications.
Assembled components with minimal supervision, exceeding expected project milestones.
Boxed, labeled, and transported items to support assembly operations.
Assisted quality assurance by inspecting items and removing defective parts.
Completed durable assemblies and subassemblies with hand and power tools.
Enhanced product quality by performing thorough inspections of assembled items, identifying any issues or inconsistencies for correction.
Troubleshot assembly line to repair malfunctions and avoid disruptions.
Participated in regular training sessions to stay up-to-date on industry best practices and maintain a high level of expertise in assembly techniques.
Maintained high-quality standards for all assembled products, ensuring zero defects before shipment.

Supervisor of Operations

MGI

02.1993 - 03.2002

Managed scheduling and workload distribution, maximizing productivity without overwhelming team members or compromising quality of work.
Enhanced operational efficiency by streamlining processes and implementing best practices in the workplace.
Adapted quickly to changing business needs, ensuring the operations team was always prepared for any shifts in demand or industry trends.
Developed and implemented training programs for new hires, improving overall team productivity and performance.
Identified and resolved unauthorized, unsafe, or ineffective practices.
Ensured compliance with company policies, industry regulations, and safety standards in daily operations.
Resolved conflicts between employees swiftly and professionally, maintaining a harmonious workplace atmosphere conducive to collaboration.
Oversaw inventory management, maintaining optimal stock levels while minimizing waste and excess costs.
Boosted employee morale by recognizing outstanding work efforts and providing regular opportunities for professional development.
Acted as a liaison between upper management and staff members, effectively communicating expectations from both parties while addressing any concerns that arose during operations.
Collaborated with other departments to identify areas for improvement and implement beneficial changes across the organization.
Reduced expenses for the department by optimizing resource allocation and closely monitoring budgets.
Participated in recruitment efforts, interviewing potential candidates to ensure they were a good fit for the company culture and possessed necessary skills for success on the job.
Coordinated cross-functional teams, ensuring successful completion of projects and meeting deadlines.
Coordinated with other departments to ensure smooth operation and timely completion of projects.
Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
Completed bi-weekly payroll for 30 plus employees.

Summary

Overview

Work History

Tier 2 Customer Service Representative

Assembly Line Worker

Supervisor of Operations

Education

General Studies

Skills

Timeline

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