Rhonda Buford
Raytown,MO
Summary
Customer-focused professional with successful 36-year career in Communications Business sector. Dynamic successful applying leadership and continuous improvement in busy business environment. 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.
Overview
38
38
years of professional experience
Work History
Manager
US Postal Service. 10 Yr +
Kansas City, MO
10.1985 - Current
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades.
- Prepared and recommended long-range plans for development of department personnel with complement of 75 employees.
- Developed and maintained relationships with 50-100 customers and suppliers through account development.
- Accomplished multiple tasks within established timeframes.
- Applied customer feedback to develop process improvements and support long-term business needs.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Maximized performance by monitoring daily activities and mentoring team members.
- Directed staff and managed annual capital budget.
- Cross-trained existing employees to maximize team agility and performance.
- Onboarded new employees with training and new hire documentation.
- Compiled data highlighting key metrics to report information, determine trends and identify methods for improving store results.
- Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
Business Customer Service Representative
US Postal Service. 10 Yr +
Indianapolis, IN
01.2001 - 02.2003
- Promptly responded to inquiries and requests from prospective customers.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
- Answered average of 25-30 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Handled 30-50 customers in fast-paced business setting in coordination with solid team of 30 customer service associates.
Education
Bachelor of Science - Business Administration - Accounting
Indiana Institute of Technology
Fort Wayne, IN12.2013
Skills
- Policies and procedures
- Strategic planning
- Staff Management
- Budgeting
- Verbal and written communication
- Improvement initiatives
- Coaching and mentoring
- Recordkeeping strengths
- Professional telephone demeanor
Accomplishments
- Achieved Lean Six Sigma Green Belt by completing continuous improvement projects with accuracy and efficiency.
- Lead a team with LSS projects to improve the overall customer experience. Collaborated with a team focused on increasing customer satisfaction percentages.
- Certified COR (Contracting Official Representative) for fuel contracts.
Timeline
Business Customer Service Representative
US Postal Service. 10 Yr +
01.2001 - 02.2003
Manager
US Postal Service. 10 Yr +
10.1985 - Current
Bachelor of Science - Business Administration - Accounting
Indiana Institute of Technology