Summary
Overview
Work History
Education
Skills
Timeline

Ramona Hamilton

Farmville,NC

Summary

Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.

Overview

18
18
years of professional experience

Work History

Customer Experience Manager

CarMax
08.2019 - Current
  • Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
  • Managed cross-functional teams for improved workflow and better customer experiences
  • Established performance goals and held associates accountable for individual performance.
  • Enhanced team performance with regular coaching sessions focused on successful demonstration of behaviors leading to a sale
  • Piloted chat sales; led the first chat team, created training and resource content

Technical Support Supervisor

SparkLight
06.2009 - 08.2019
  • Supervised Tier 2 Technical Support associates in supporting Tier 1 Technicians, and swift issue resolution for residential and business customers.
  • Supervised Tier 1 Technical Support associates in providing excellent customer service to callers requiring assistance for Internet, Phone, and TV issues.
  • Collaborated with other departments for seamless integration of new products and services into existing support infrastructure.
  • Enhanced team performance with consistent coaching, feedback, and development opportunities.
  • Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.

Senior Account Manager

Staff Management
11.2006 - 12.2008
  • Provided exceptional customer service to both clients and candidates throughout the entire placement process by maintaining timely communication channels at all stages of engagement.
  • Managed a team of recruiters, providing coaching and development opportunities to improve overall performance and productivity.
  • Established strong rapport with colleges, trade schools and community organizations to facilitate mutually beneficial partnerships that promoted talent acquisition initiatives within targeted demographics.
  • Performed sourcing, interviewing, hiring, and onboarding of new associates

Education

Master of Arts - Adult Education And Training

University of Phoenix, Tempe, AZ

Bachelor of Arts - Speech Communication

Hampton University, Hampton, VA

Skills

  • Cross-functional collaboration
  • Analysis and Decision Making
  • Adaptability and flexibility
  • Training and onboarding
  • Salesforce CRM software
  • Staffing and Recruitment
  • Coaching and mentoring
  • Performance Call Review

Timeline

Customer Experience Manager - CarMax
08.2019 - Current
Technical Support Supervisor - SparkLight
06.2009 - 08.2019
Senior Account Manager - Staff Management
11.2006 - 12.2008
University of Phoenix - Master of Arts, Adult Education And Training
Hampton University - Bachelor of Arts, Speech Communication

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Ramona Hamilton