Summary
Overview
Work History
Education
Skills
Timeline
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Rhonda Finch

Powder Springs,GA

Summary

Encouraging manager/ supervisor 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

18
18
years of professional experience

Work History

Quality Assurance Manager- Call Center

Excel Virtual Solutions
06.2016 - Current
  • Investigated customer complaints and performed corrective actions to resolve quality issues.
  • Worked closely with Quality Assurance Performance Facilitators and/or Trainers to plan, develop and execute technical and customer service strategies aligned to clients' vision.
  • Collaborated with cross-functional teams to develop and implement process and system improvements.
  • Implemented new quality assurance and customer service standards.
  • Monitored staff organization and suggested improvements to daily functionality.

Security Shift Supervisor

Allied Universal Security Services
02.2023 - Current
  • Recorded incident reports with detailed accounts of occurrences.
  • Prepared and submitted checklists to keep management informed of security activities and developments.
  • Conducted frequent camera, metal detector and dock door audits to identify potential problems related to physical security, staff safety, and asset protection.
  • Oversaw team of 9 security officers and managed scheduling, attendance and uniform compliance/ inspections .
  • Monitored alarm systems and CCTV footage to enable prompt attention and response.
  • Coordinated with security personnel or other departments to establish safety of visitors and staff.

Assistant Property Manager

First Services Residential
09.2012 - 07.2015
  • Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
  • Responded to messages and inquiries from various parties and used well-developed active listening and open-ended questioning skills to promote quick issue resolution.
  • Established strong, professional relationships with residents by promoting team collaboration and delivering exemplary service.
  • Directed property management program by determining requirements, planning for material equipment replacement and implementing quality control oversight.
  • Conducted regular inspections of both interior and exterior of properties for damage.
  • Implemented and enforced policies and procedures to maintain properties to highest standards.

Customer Service Manager

West Call Center
11.2005 - 01.2012
  • Resolved escalated customer complaints while prioritizing customer satisfaction and loyalty.
  • Trained and regularly mentored Team Leads on performance-oriented strategies and customer service techniques.
  • Managed Team Leads or employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Followed through with client requests to resolve problems.
  • Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.

Education

Associate of Science - Business Administration And Management

DeVry University
Atlanta, GA
06.2014

GED -

Sarah T. Reed High School
New Orleans, LA
07.1991

Skills

  • Interpersonal Communication Skills
  • Administrative Duties
  • Professional Development
  • Staff Hiring
  • Service Quality
  • Dispatching
  • Staff Training
  • Skilled in Conflict Resolution
  • Access Systems and Patrol
  • Employee Relations
  • Compliance Management

Timeline

Security Shift Supervisor

Allied Universal Security Services
02.2023 - Current

Quality Assurance Manager- Call Center

Excel Virtual Solutions
06.2016 - Current

Assistant Property Manager

First Services Residential
09.2012 - 07.2015

Customer Service Manager

West Call Center
11.2005 - 01.2012

Associate of Science - Business Administration And Management

DeVry University

GED -

Sarah T. Reed High School

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Rhonda Finch