Rhonda Chisholm
Charlotte
Summary
A highly motivated, customer-focused individual with experience in providing excellent customer service to clients. Adept at building relationships and resolving complex issues, leveraging strong analytical skills and attention to detail to enhance operational efficiency and first-contact resolution. Possessing strong interpersonal and problem-solving skills, complemented by exceptional proficiency in Microsoft Office Suite.
Overview
24
24
years of professional experience
Work History
Records Management Specialist
American Airlines
09.2019 - Current
- Manage the lifecycle of critical aircraft component and maintenance records, ensuring data integrity, accessibility and timeliness for internal and external stakeholders.
- Audit and analyze records daily, ensuring accuracy and completeness in accordance with FAA guidelines and regulatory requirements.
- Consistently completes assigned work queues and tasks with speed and accuracy, often exceeding established timeframes.
- Serves as a primary point of contact for internal departments, effectively collaborating to locate and provide crucial documentation.
Client Operations Coordinator
Schneider
09.2017 - 04.2019
- Cultivated and managed business customer relationships, facilitating new business and ensuring seamless van truck load shipments via diverse channels (email, phone, EDI).
- Maintained open, accurate, continuous and timely communication with business customers, drivers and internal associates, ensuring stakeholder alignment and achieving high customer satisfaction.
- Provided responsive customer service, efficiently resolving complex issues for customers, drivers and internal associates, often leading to first-contact resolution.
- Utilized effective listening skills and probing questions to identify potential problems and facilitate the creation and execution of corrective action plans.
- Ensured strict adherence to DOT Federal guidelines and regulatory requirements throughout the logistics process.
Client Relationship Specialist
Pulte Mortgage
06.2007 - 01.2009
- Served as the primary point of contact for incoming mortgage borrowers, providing exceptional service and building rapport.
- Ensured regulatory compliance by meticulously reviewing broker's licenses and files before transferring brokered loans to affiliated agencies.
- Managed file reconciliation and preparation for underwriting, demonstrating strong organizational and detail-oriented skills.
- Effectively coordinated and maintained schedules for a team of 14 loan counselors.
- Input data and fees accurately, including Good Faith Estimates and issued time-sensitive documentation in accordance with federal guidelines.
Senior Customer Service Representative
CIGNA Healthcare
09.2001 - 02.2004
- Provided exceptional customer service to new and existing accounts, assessing individual client needs and ensuring customer satisfaction.
- Resolved complex claims issues and reprocess claims in strict accordance with member benefits.
- Maintained high levels of confidentiality in accordance to HIPAA regulations.
- Educated clients on the coordination of benefits between Medicare/Medicaid and private healthcare plans.
- Managed high-volume inbound calls while efficiently operating multiple systems, consistently exceeding call center metrics and serving as a team lead/support.
Education
Bachelor of Arts - Psychology
University of North Carolina At Charlotte
Charlotte, NCSkills
- Customer Relationship Management (CRM): Customer Service (Business Customers), Relationship Building, First Contact Resolution, Customer Satisfaction
- Communication & Interpersonal: Clear & Effective Communication (Verbal & Written), Active Listening, Collaborative Teamwork
- Problem-Solving & Analytical: Research & Investigation, Issue Resolution, Probing Questions, Critical Thinking
- Personal Attributes: Detail-Oriented, Self-Motivated, Reliable & Responsible, Adaptable, Composure Under Pressure, Positive Attitude
- Technical & Operational: Microsoft Office Suite, Data Entry (45 WPM), Regulatory Knowledge (FAA, DOT, HIPAA), Process Improvement, Documentation Management, Time Management, Task Prioritization
Timeline
Records Management Specialist
American Airlines
09.2019 - Current
Client Operations Coordinator
Schneider
09.2017 - 04.2019
Client Relationship Specialist
Pulte Mortgage
06.2007 - 01.2009
Senior Customer Service Representative
CIGNA Healthcare
09.2001 - 02.2004
Bachelor of Arts - Psychology
University of North Carolina At Charlotte
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