Ramone Todd
Columbus,OH
Summary
Virtual Branch Service Representative supporting credit union members through chat and call-based service in a fast-paced remote environment, handling 100+ member contacts per shift. Delivers CARE standard service, answers membership questions, and identifies and presents 10+ additional membership opportunities per week that strengthen member relationships. Uses Symitar Quest and careful documentation to keep service accurate and consistent.
Overview
19
19
years of professional experience
Work History
Virtual Branch Service Representative
Kemba Financial Credit Union
Columbus, OH
05.2022 - Current
- Handle 25+ member interactions daily while delivering CARE-standard support through the virtual branch.
- Provide courteous virtual branch support that helps members understand account benefits and service options.
- Inform members about additional opportunities that strengthen engagement and maximize membership value.
- Use Symitar Quest to access member information and support accurate account conversations.
- Reinforce the CARE standard across every member interaction to deliver consistent service quality.
- Support a positive member experience by responding professionally to routine questions and follow-up needs.
Sales and Service Representative
Cintas
Columbus, Ohio
04.2018 - 05.2022
- Maintained 50+ customer accounts weekly while balancing service requests and sales opportunities.
- Worked independently in a fast-paced environment to prioritize customer needs and daily service demands.
- Collaborated with team members to maximize sales opportunities and service quality for customers.
- Tracked detailed customer records to support accurate service and consistent account follow-through.
- Applied critical thinking to solve customer problems on the spot and keep service moving.
- Balanced sales and service tasks across daily assignments while staying responsive to customer needs.
Store Manager
Walgreens Co.
Columbus, Ohio
02.2009 - 04.2018
- Managed a $12-$18 million sales store and guided it to its first profitable year through steady retail operations oversight.
- Achieved flu shot targets for 7 years straight by keeping pharmacy outreach aligned with store priorities.
- Led participation in Columbus Pride, coordinating store involvement with community-facing representation.
- Communicated store programs and standards to employees to maintain quality, safety, and cleanliness expectations.
- Supported opening and closing procedures to keep daily store operations consistent and well controlled.
- Reinforced store standards with clear direction that helped employees follow expectations across shifts.
- Maintained day-to-day store accountability by balancing operational demands with customer service priorities.
Assistant Manager
Walgreens Co.
Columbus, Ohio
05.2007 - 02.2009
- Recruited and selected store personnel, aligning staffing choices with operational needs and daily service levels.
- Trained and evaluated sales and customer service staff, reinforcing member service standards and performance expectations.
- Promoted several direct reports into leadership roles, building a stronger internal pipeline for future store leadership.
Education
Bachelor of Science - Applied Mathematics
The Ohio State University
Columbus, OH01-2005
Skills
- Symitar Quest
- Retail store operations management
- Cash handling
- Sales performance tracking
- Opening and closing procedures
- Member service
- Staff training & coaching
- Performance management
- Interviewing & hiring
- Conflict resolution
Timeline
Virtual Branch Service Representative
Kemba Financial Credit Union
05.2022 - Current
Sales and Service Representative
Cintas
04.2018 - 05.2022
Store Manager
Walgreens Co.
02.2009 - 04.2018
Assistant Manager
Walgreens Co.
05.2007 - 02.2009
Bachelor of Science - Applied Mathematics
The Ohio State University