La Vanda Fondren
Customer Service Manager Project Manager
Houston,Texas
Summary
Results-driven, accomplished, and customer-focused District Manager, Consumer & Industry Affairs with 20 years of experience in leading high-performing teams and delivering exceptional service in Customer Service Satisfaction and Customer Relations Measurement. Proficient in managing complex customer interactions, resolving issues, with a positive demeanor and proven skills to establish a lasting rapport with clients that ensures client satisfaction. Experience in designing, implementing, and facilitating comprehensive training. Motivated to maintain customer satisfaction and contribute to company success. Proven ability to develop and implement strategies to improve service quality, operational efficiency, and team performance using lean and continuous improvement processes. Strong leadership skills combined with a collaborative approach to management to foster a positive work environment. Excellent effective written communication and articulate oral communication, for training and instructing learners. Solid presentation skills with the ability to articulate complex technical information to both technical and non-technical audiences in a clear and concise manner. Knowledge of project initiation, planning, execution, monitoring, and closure within the duties and responsibilities as District Consumer & Industry Manager. Extensive problem-solving, and decision-making abilities with exemplary passion for developing and maintaining relationships, cultivating partnerships, and growing businesses.
Overview
20
20
years of professional experience
17
17
years of post-secondary education
Work History
Customer Service Representative
Arise (Signet Jewelers)
11.2021 - 05.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Answered over 30 customer calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Handled customer inquiries and suggestions courteously and professionally.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
- Processed customer service orders promptly to increase customer satisfaction.
- Utilized customer service software (Salesforce) to manage interactions and track customer satisfaction.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
District Manager Consumer Affairs
U S Postal Service
Cleveland, OH
08.2011 - 03.2022
- Manage daily workflow of Consumer Affairs team, ensuring that excellent and timely service is provided to customers; coordinate overtime as needed.
- Monitored and managed incoming calls to Consumer Affair Agents for quality assurance and performance within Call Center environment.
- Provided timely and in-depth investigation to resolve small, medium, and large businesses mailing issues and concerns.
- Managed mid-level personnel working in marketing and retail sales capacities.
- Monitored and assigned daily work volume to team through Salesforce to ensure timely and accurate responses to customers and field operations.
- Resolved complex issues that escalate Executive Leadership Team, or from customers directly, with goal of quickly resolving issues.
- Worked diligently to resolve unique and recurring complaints, promoting loyalty, and enhancing operations.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Coordinate with direct reports, Executive Leadership and internal departments as needed to instruct and assist in resolving open issues.
- Coordinated with other district managers to actualize performance improvement strategies.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Developed, implemented, and facilitated training courses and workshops for instruction for Customer Service Satisfaction and Conflict Resolution/Management.
- Presented US Postal presentations on new products/services, mailing standards, and Postal updates to mailers, congressional offices, and postal personnel via Postal Customer Council, Customer Advisory Council meetings.
- Trained Postmasters, Station Managers, and Supervisors in Effective Customer and Business Communication to increase District's Overall Customer Service Satisfaction scores.
- Create and analyze weekly/monthly/quarterly reports for designated team members, Customer Relations Manager, and Executive Leadership Team on Customer Service-related tasks, providing recommendations and ensuring any areas of concern are addressed timely.
- Reviewed, explained, and enforced policies and procedures for Customer Relations Department throughout Ohio District through interpretation of Standard Operating Procedures and various technical mail manuals.
- Approved/disapproved time off as needed and ensure all employees are paid correctly.
- Planned, scheduled, implemented, First-Day Stamp unveilings within Ohio District.
- Monitored, advised, trained personnel in 646 Retail Offices through Retail Specialists Team.
- Interpreted technical manuals for Postal Operations, Domestic and International mailing, Document Retention, Retail Functions, and Freedom & Information Act/ Privacy Act.
- Responded in writing and/or through conference calls to Congressional inquiries by Senate and Congressional offices for The State of Ohio.
- Located, developed, and promoted talented employees to cultivate collaborative and hardworking leadership team.
- Modeled best practices for sales and customer service.
- Optimized in-store merchandising and monitored inventory availability to increase sales.
- Optimized team performance with newly implemented sales and merchandising procedures.
- Modeled strong negotiation skills to help team members retain churning customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Monitored project performance to identify areas of improvement and make adjustments.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Achieved project deadlines by coordinating with mailers to manage performance.
- Provided detailed project status updates to stakeholders and executive management.
Business Service Network Representative
USPS
Cleveland, OH
10.2003 - 08.2011
- Developed and maintained courteous and effective working relationships with major mailers working closely with their Marketing and Mailing (Production) Departments to assist in eCommerce, and Omni Channel communication, mailing standards, and quality, such as Signet, Jewelers, Progressive Insurance, RR Donnelly, Pitney Bowes, Midwest-Direct, PNC Bank, Bank of America, Nordstrom's, Fed Ex, UPS, financial institutions, hospitals, and colleges/universities in Ohio.
- Used critical thinking to analyze customer service issues/problems, of major mailers, evaluate solutions and make decisions to obtain satisfactory resolutions which would increase mailing and revenue retention.
- Collaborate with Sales Team and other interdepartmental units on processes with goal of driving efficiency and continuous improvement.
- Created spreadsheets using Microsoft Excel for daily, weekly, and monthly reporting of mail volume, type, shape to enhance major mailers increase in revenue generation.
- Prepared various written communications, reports, presentations, and documents to disseminate to external and internal customers.
- Managed 83 accounts totaling $23,580,000 to ensure retention and assist with revenue growth.
- Used Microsoft Word and other software tools to create documents and other communications.
- Saved $10,000 by implementing cost-saving initiatives that mitigated risk where duplication of efforts was cost prohibitive.
- Managed projects and analyzed data to identify opportunities for improvement.
- Worked with customers to understand needs and provide excellent service.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained and disseminated up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Collaborated with Sale, Marketing, Logistics, and Plant Operations to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promoted available products and services to customers during service, account management, and follow-up calls.
Education
Ph.D. - Organizational Leadership
Walden University
Minneapolis, MN 08.2004 - 06.2006
Doctor of Ministry - Transformational Leadership
Ashland University
Ashland, OH 08.2006 - 12.2017
Master of Arts - Management
Ashland University
Ashland, OH 08.2000 - 06.2004
Bachelor of Science - Business Administration
Bowling Green State University
Bowling Green, OH08.1982
Skills
Certified Adult Facilitator – National Center for Education & Development
Lean Six Sigma – Green Belt Certified
Customer Relationship Management
Complaint Resolution and Conflict Management
Project Management
Account Management
Key Stakeholder Relationship Building
Call Center Supervision
Professional Telephone Demeanor
Problem-Solving Ability
Multiline Phone Talent
Executive Management Support
Service Standard Compliance
Service Quality Enhancement
Team Leadership and Development
Business Development Understanding
Training and Mentoring
Process Improvement and Streamlining
Administrative Support
Multitasking and Prioritization
Proficient in Microsoft Suite (PowerPoint, Word, Excel)
Strong Communication and Interpersonal Skill
Retail Store Support
Retail Material Management
Retail Sales Customer Service
FOIA/PA
Mailing Standards Specialist
Typing Proficiency (62wpm)
Affiliations
Kingdom Builders Academy - Coaching (9/2022 - present)
John Maxwell Team Certification (DISC Training, Youth Leadership, Coaching - August 2020)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
"Treat others as you desire to be treated."
Dr. La Vanda C. Fondren
Timeline
Customer Service Representative
Arise (Signet Jewelers)
11.2021 - 05.2023
District Manager Consumer Affairs
U S Postal Service
08.2011 - 03.2022
Doctor of Ministry - Transformational Leadership
Ashland University
08.2006 - 12.2017
Ph.D. - Organizational Leadership
Walden University
08.2004 - 06.2006
Business Service Network Representative
USPS
10.2003 - 08.2011
Master of Arts - Management
Ashland University
08.2000 - 06.2004
Bachelor of Science - Business Administration
Bowling Green State University
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