Rhonda Cain
Columbia,SC
Summary
Results-oriented Customer Service Representative Trainer with extensive 8-year background, specializes in elevating customer service quality and team performance at Teleperformance. Integrates advanced conflict resolution and adaptive training methods to set new benchmarks in service excellence. Focuses on developing highly efficient, customer-centric teams poised for future challenges.
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Empathetic Customer Care Advocate known for high productivity and efficiency in task completion. Skilled in conflict resolution, effective communication, and customer relationship management. Excel at leveraging active listening, empathy, and problem-solving skills to enhance customer satisfaction and foster loyalty. Committed to providing exceptional service and support with every interaction.
Overview
9
9
years of professional experience
Work History
Customer Care Advocate
Blue Cross and Blue Shield
Columbia
06.2025 - Current
- Assisted members with inquiries regarding health insurance coverage and benefits.
- Educated clients on policy details and claims processing procedures.
- Resolved customer complaints by coordinating with internal departments effectively.
- Utilized customer relationship management software to track interactions and updates.
- Addressed complex issues by researching policies and collaborating with specialists.
- Resolved customer complaints in a timely manner while maintaining high levels of customer satisfaction.
- Answered customer inquiries via phone, email and online chat.
- Coordinated with other departments to ensure seamless resolution of customer requests.
- Developed positive relationships with customers through friendly conversations.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Maintained high satisfaction score by consistently resolving first-call issues.
- Delivered customer support to high call load each shift.
- Researched resolutions, contacted necessary departments and responded to customer by phone, mail, or fax as follow-up.
- Educated customers where applicable to alleviate need for future contact.
- Evaluated and identified opportunities to drive process improvements that positively impacted customer experience.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Exceeded established service goals while leveraging customer service, sales, and employee management best practices.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Industrialist
Looks By London
Columbia, SC
10.2019 - Current
- Streamlined operations to boost efficiency and reduce costs, enhancing client satisfaction.
- Pioneered novel strategies that transformed traditional practices, setting industry benchmarks.
- Maintained meticulous attention to detail in all projects, ensuring unparalleled quality and accuracy.
- Eagerly tackled complex challenges, consistently delivering solutions that exceed expectations.
- Upheld highest quality standards in project execution, achieving top accuracy.
- Led complex problem-solving initiatives that significantly advanced business goals.
- Ensured top-tier project precision, consistently adhering to stringent quality metrics.
Operational Specialist
Qualitee Prints, LLC
Columbia, SC
06.2016 - Current
- Eager to master new technologies and contribute to team success through hard work.
- Focused on delivering high-quality results at Qualitee Prints, LLC with precision and efficiency.
- Committed to fostering a collaborative environment by supporting team members.
- Passionate about innovating and driving projects forward to achieve business goals.
- Diligent in managing details to ensure accuracy and optimal project outcomes.
- Enhances team efficiency by meticulously organizing resources and schedules.
- Strengthens team cohesion by actively supporting colleagues and sharing expertise.
- Boosted project completion rate by efficiently managing resources.
- Pioneered innovative print solutions to enhance client satisfaction.
- Championed team development, elevating group performance and morale.
- Energized team efforts, driving productivity and fostering a positive work environment.
- Mentored new team members, enhancing overall expertise and productivity.
Customer Service Representative Trainer
Bank of America
Columbia
05.2024 - 02.2025
- Conducted training sessions for new customer service representatives.
- Developed training materials and resources for staff development.
- Facilitated role-playing exercises to enhance communication skills.
- Monitored trainee performance and provided constructive feedback.
- Collaborated with management to refine training processes and programs.
- Assisted in onboarding procedures for new employees at Bank of America.
- Evaluated training effectiveness through surveys and assessments.
- Organized workshops focused on customer service best practices.
- Led classroom sessions on topics related to effective communication techniques when dealing with customers.
- Designed surveys and quizzes aimed at gauging comprehension levels among trainees.
- Assisted management in developing long-term plans for enhancing the quality of customer service provided.
- Ensured that new hires receive adequate orientation regarding company culture and processes prior to beginning work duties.
- Created comprehensive instructional materials such as job aids, user manuals, and online courses to improve customer service operations.
- Developed and implemented training programs for customer service representatives to ensure they were familiar with company policies, procedures, and products.
- Facilitated role plays between trainees which simulated real life scenarios involving difficult customers.
- Monitored call center metrics such as wait times, first-call resolution rates, and average handle time in order to measure effectiveness of training initiatives.
- Delivered presentations regarding best practices associated with providing superior customer experiences.
- Conducted regular performance evaluations of customer service representatives to identify areas of improvement.
- Collaborated with other departments within the organization to create a unified approach towards providing exceptional customer service.
- Provided feedback and guidance to customer service representatives in order to enhance their skillsets and knowledge base.
- Organized team building activities designed to promote collaboration among customer service teams.
- Implemented virtual learning platforms such as webinars or video conferencing tools in order to facilitate remote training sessions.
- Explained goals and expectations required of trainees.
- Participated in and attended meetings or seminars to obtain information for use in training programs.
- Created and offered additional materials to enhance training.
- Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.
- Suggested and offered specific training programs to help workers maintain or improve job skills.
- Obtained and organized manuals, guides and visual materials for development and training purposes.
- Evaluated training materials prepared by instructors and offered actionable suggestions for improvement.
- Assessed training needs through surveys, interviews with employees or focus groups.
- Selected and assigned instructors to conduct training.
- Evaluated modes of training delivery to optimize training effectiveness, training costs or environmental impacts.
- Maintained strong knowledge by participating in workshops, conferences, and online education classes.
- Remained up-to-date with developments in area of expertise by reading current journals, books or magazine articles.
Bank Specialist
Bank of America
Columbia, SC
02.2024 - 05.2024
- Efficiently manage client portfolios, enhancing customer satisfaction and retention.
- Meticulously analyze financial documents to ensure accuracy and compliance.
- Implement new digital tools to streamline banking processes, increasing efficiency.
- Assist team members in achieving targets through shared expertise and guidance.
- Lead initiatives for digital transformation in customer banking experience.
- Elevate team performance by providing continuous training on digital banking solutions.
Education
High school Diploma -
Belford University
Mason, GASkills
- Curriculum Development
- Instructional Design
- Coaching Skills
- Performance Metrics
- Employee Assessment
- Training Delivery
- Customer Service
- Leadership
- Communication
- Team Building
- Conflict Resolution
- Problem-Solving
- Time Management
- Adaptability
- Collaboration
- Health insurance knowledge
- Customer relationship management
- Conflict resolution
- Policy education
- Process improvement
- Team collaboration
- Quality assurance
- Effective communication
- Attention to detail
- Data entry proficiency
- Follow-up skills
- Complaint handling
- Call center experience
- Escalation management
- Coaching
- Dispute resolution
- Empathy display
- Persuasion techniques
- Active learning
- Cultural awareness
- Brand representation
- Email communication
- Product education
- Conflict mediation
- Task prioritization
- Empathy and patience
- Call handling
- Problem resolution
- Issue escalation
- Relationship building
- Phone etiquette
- First call resolution
- Multitasking and organization
- Adaptability and flexibility
- Documentation and reporting
- Email correspondence
- Security verification
- Verbal and written communication
- Punctuality and reliability
- Decision-making
- Inbound customer service
- Customer service
- Issue follow up
- Database research
- Technical troubleshooting
- Product knowledge
- Data entry
- Time management
- Active listening
- Excellent communication
Timeline
Customer Care Advocate
Blue Cross and Blue Shield
06.2025 - Current
Customer Service Representative Trainer
Bank of America
05.2024 - 02.2025
Bank Specialist
Bank of America
02.2024 - 05.2024
Industrialist
Looks By London
10.2019 - Current
Operational Specialist
Qualitee Prints, LLC
06.2016 - Current
High school Diploma -
Belford University