Quindara Manson
Gastonia,NC
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Representative
LPL Financial
11.2022 - Current
- Consistently meeting customer’s expectations and responding back in a respectable amount of time
- Delivering excellent customer service by taking the time needed to understand the needs of our unique customer base.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Increased efficiency and team productivity by promoting operational best practices.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Med Tech/Caregiver
Phoenix Home Care and Hospice
01.2023 - 11.2023
- Maintained a safe and clean environment for patients, reducing risks and ensuring optimal health outcomes.
- Assisted clients with activities of daily living, promoting independence and quality of life.
- Enhanced patient comfort by providing compassionate and attentive care, addressing individual needs and preferences.
- Administered medications as prescribed, ensuring accurate dosage and timely administration for maximum efficacy.
- Increased team productivity by implementing streamlined processes and effective communication strategies.
- Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels.
- Managed and motivated employees to be productive and engaged in work.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
Client Service Representative
Vanguard
03.2022 - 08.2022
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
- Managed incoming calls, providing prompt and accurate information to clients about products and services.
- Identified opportunities for upselling or cross-selling, contributing to increased revenue generation.
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Maintained and managed customer files and databases.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Carrier
United States Postal Service, USPS
05.2019 - 03.2022
- Maintained accurate records of shipments, ensuring proper tracking and timely delivery.
- Collaborated with team members to meet and exceed performance goals consistently.
- Led training sessions for new employees, fostering a positive work environment and strong teamwork.
- Managed logistics operations, coordinating with suppliers to ensure smooth deliveries and inventory management.
- Handled complex load assignments, organizing efficient routes for maximum productivity.
- Performed regular maintenance checks on vehicles, ensuring safety and reliability in all weather conditions.
- Operated vehicles and equipment to transport packages and mail pieces.
- Greeted customers and answered questions regarding mail pick up times, postal regulations, and delivery costs.
- Altered routes to accommodate changing conditions or road closures in delivery areas.
Manager
Divine Providence Village
12.2017 - 05.2019
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Increased team productivity by implementing streamlined processes and effective communication strategies.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Defined clear targets and objectives and communicated to other team members.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Passport Support Associate
United States Government
03.2017 - 11.2017
- Public counter info and will call duties Operate various office equipment and machinery in the preparation, processing, and mailing of passports and passport related documents
- Utilize the current TDIS-PD and PRISM computer operating systems to include document preparation, creation of document batches, document imaging (scanning) and reviewing, retrieval of individual application information, data entry, book printing, quality control, generation of mailing labels, and sorting and affixing postage to sealed envelopes.
- Improved passport processing times by implementing efficient document verification techniques.
- Enhanced customer satisfaction by providing timely and accurate information regarding passport application statuses.
- Developed expertise in passport regulations, enabling swift resolution of discrepancies and potential fraud cases.
- Maintained strict adherence to privacy guidelines, ensuring the confidentiality of sensitive client information at all times.
- Supported interdepartmental collaboration by actively participating in cross-functional meetings and initiatives, fostering a cohesive work environment focused on achieving organizational goals.
- Assisted newly hired clerks in learning about application reviews and verification procedures, performance strategies and customer service techniques.
Education
No Degree - Business Administration
Community College of Philadelphia
Philadelphia, PA08.2007
High School Diploma -
W.B. Saul High School
Philadelphia, PA06.2004
Skills
- Data Entry
- Data Collection
- Complaint Resolution
- Paperwork Processing
- Workforce Management
- Staff Development
- Policy Implementation
- Performance Management
- Team Leadership
- Staff Training and Development
- Complex Problem-Solving
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Personal Information
Title: Manager
Certification
I have obtained my SIE in 2022
Timeline
Med Tech/Caregiver
Phoenix Home Care and Hospice
01.2023 - 11.2023
Customer Service Representative
LPL Financial
11.2022 - Current
Client Service Representative
Vanguard
03.2022 - 08.2022
Carrier
United States Postal Service, USPS
05.2019 - 03.2022
Manager
Divine Providence Village
12.2017 - 05.2019
Passport Support Associate
United States Government
03.2017 - 11.2017
No Degree - Business Administration
Community College of Philadelphia
High School Diploma -
W.B. Saul High School
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