Rhonda Brown
Roseville,MN
Summary
Qualified Call Center Lead bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
26
26
years of professional experience
1
1
year of post-secondary education
Work History
Information Specialist
Central Illinois Agency On Aging
10.2020 - 10.2023
- Verified information accuracy
- Assisted seniors and disabled clients with discounts on license sticker or bus pass, providing expert guidance and personalized support throughout processing.
- Answered multiple phone lines
- Answered questions regarding Medicare and enrollment
- Problem solved
Foster Grand Parent
PCCEO
08.2017 - 08.2020
- Assisted in classroom environment
- Recorded attendance
- Assisted with learning to spell
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Lead group reading sessions
- Served breakfast
- Self-motivated, with a strong sense of personal responsibility.
Customer Service Representative
US Bank
11.1997 - 10.2012
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Provided new product information
- Answered customer calls promptly to avoid on-hold wait times, averaging 70+ calls per day
Education
Certificate -
Adult & Family Literacy
Peoria, IL03.2018
GED -
GED in Adult Education Program
Peoria, IL 06.2008 - 06.2009
Certificate - Nursing Aide Certificate
Lutheran Nursing Home
Peoria, IL06.1983
Skills
- Computer Proficiency
- Call Answering and Routing
- Conflict Resolution
- Problem-Solving
- Customer Service
- Active Listening
- Professional and Personable
- Critical Thinking
Timeline
Information Specialist
Central Illinois Agency On Aging
10.2020 - 10.2023
Foster Grand Parent
PCCEO
08.2017 - 08.2020
GED -
GED in Adult Education Program
06.2008 - 06.2009
Customer Service Representative
US Bank
11.1997 - 10.2012
Certificate -
Adult & Family Literacy
Certificate - Nursing Aide Certificate
Lutheran Nursing Home
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