Rayona Henderson
Fort Myers ,Florida
Summary
Forward-thinking professional with deep understanding of resolving customer problems with efficiency and civility. Expert in solving product issues with dedication to increasing productivity through close analysis of any type of tasks. Proven history of increasing customer satisfaction.
Overview
12
12
years of professional experience
Work History
Home Health Caregiver
A Perfect Choice Homecare
2023.10 - Current
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Assisted patients with daily living activities, improving their overall quality of life.
- Performed light housekeeping duties to maintain a clean, safe, and organized living space for patients.
- Ensured timely transportation of patients to appointments or social engagements, enhancing their ability to maintain an active lifestyle outside the home setting.
Customer Service Representative
Aston Carter
2022.06 - 2023.10
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
Apex Systems
2021.12 - 2022.06
- Completed questionnaires
- Exceeded company productivity standards on consistent basis.
- Made outbound calls to obtain account information.
- Answered questions from customers to the best of my ability
- Resolved all issues pertaining to my role
- Explained benefits, features and recommendations to maximize client retention.
- Improved customer service wait times to mitigate complaints.
- Answered inbound calls, chats and emails to facilitate customer service.
Call Center Representative
Alorica
2019.03 - 2021.10
- Talks to customers over the phone, email, online chat or social media to resolve their questions or concerns
- Maintains and updates customer information as necessary
- Calmly attempts to resolve and de-escalate any issues
- Escalates calls to supervisor when necessary and appropriate.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
Manager
Race Trac
2015.01 - 2019.03
- Supervises and monitors adherence to all safety-related regulations, including food safety regulations
- Has the ability to lift up to 50 pounds and to repeatedly bend, stand, and reach while on the job, with no or infrequent breaks
- Greets and interacts with new and regular guests in a genuine manner and suggests products that complement purchase to enhance the guest experience
- Manages the store operations on designated shifts
- Maintains inventory in a neat and organized manner
- Provides prompt, efficient and courteous service.
The Assistant Manager
Arby's
2013.02 - 2014.12
- Is second in command of an, restaurant and is responsible for assisting the General Manager (GM) in managing the overall operations of the unit
- Responsibilities include staffing, training, record keeping, guest service, product quality, cleanliness, safety, regulatory compliance and adequate performance on all financial and operational measures
- Assistant Managers typically require open availability and work various shifts (opening, midshifts, closing, and weekends) standing most of the time.
Education
Diploma -
East Lee County Highschool
01.2016
Skills
- Interpersonal Skills
- Critical Thinking
- Public Speaking
- Customer service skills
- Teamwork Skills
- Communication
- Creative Problem Solving
- Providing Customer Support
- Responding to Difficult Customers
- Calm and Professional Under Pressure
- Resolving Issues
- Call Center Operations
- Understanding Customer Needs
Timeline
Home Health Caregiver
A Perfect Choice Homecare
2023.10 - Current
Customer Service Representative
Aston Carter
2022.06 - 2023.10
Customer Service Representative
Apex Systems
2021.12 - 2022.06
Call Center Representative
Alorica
2019.03 - 2021.10
Manager
Race Trac
2015.01 - 2019.03
The Assistant Manager
Arby's
2013.02 - 2014.12
Diploma -
East Lee County Highschool
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