LaRhonda Walker
New Haven,CT
Summary
Talented professional considered knowledgeable leader and dedicated problem solver. Attentive to detail with experience in identifying problems and providing solutions with a high degree of accuracy. Ready to help achieve organization goals.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Project Manager
Ice The Beef LLC
02.2022 - Current
- Planned, designed, and scheduled phases for school-based behavioral management project.
- Monitored project performance to identify areas of improvement and make adjustments.
- Delegate project tasks based on individual strengths, skill sets, and experience levels
- Track project performance, specifically to analyze the successful completion of goals providing status updates to executive management
- Prepared and submitted project invoices for review and approval.
Quality Efficiency Assurance Analyst
Peddle LLC
05.2019 - 01.2022
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Evaluate communication between agent and customers; coached team members on quality standards.
- Reported progress, test metrics and results to project stakeholders.
- Organized and maintained work environment to allow for maximum productivity.
- Spearhead call calibrations to ensure BPOs align and have a thorough understanding of the behaviors that can drive metric improvements for the organization’s goals.
- Uses quality monitoring data management system to compile and track performance at team and individual level.
Senior Loyalty Agent
Peddle LLC
07.2017 - 05.2019
- Assisted with escalated issues that require a high level of authority via phone, chat, email and SMS promptly resolving customer complaints to maintain professional relationships.
- Review data analytic tools to ensure call center metrics are met and determine areas of improvement.
- Inspire team members to reach sales goals in the pursuit of overall company objectives.
- Efficiently communicated buyers and sellers and partners to ensure the completion of the sale of the vehicle is processed with exceptional service.
Customer Loyalty Agent
Peddle LLC
08.2014 - 07.2017
- Correspond with buyers, sellers and partners via phone, live web chat, email/SMS or social media platforms regarding the sale of the vehicle.
- Dispatched carriers arranging pickup and confirmed payment processed. Confirm documentation is transferable in order to resale the vehicle.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge creating a welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Cross-trained and provided back end support to the Title Department and Carrier Operations Team.
Education
High School Diploma -
James Hillhouse High School
New HavenSkills
- Advanced Problem Solving
- Multitasking
- Team Building
- Critical Thinking
- Strategic Planning
- Attention to Detail
- Results and Deadline-Driven
- Documentation and Reporting
- Analytical Thinking
- Effective Communication
Accomplishments
Documented and resolved vehicle discrepancy issues by reviewing quality audits regarding the vehicle drivetrain which led to higher profit margin with Copart Auto Auction and Insurance Auto Auction and nationwide buyers.
Certification
Customer Service Leadership Training - 2020
Timeline
Project Manager
Ice The Beef LLC
02.2022 - Current
Quality Efficiency Assurance Analyst
Peddle LLC
05.2019 - 01.2022
Senior Loyalty Agent
Peddle LLC
07.2017 - 05.2019
Customer Loyalty Agent
Peddle LLC
08.2014 - 07.2017
High School Diploma -
James Hillhouse High School
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