Summary
Overview
Work History
Education
Skills
Timeline
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Rhonda Fisher

Byesville,OH

Summary

Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career as a Customer Service Executive to the next level. 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. Goal-oriented Customer Service Manager with [Number] years of experience in leadership roles. Detail-focused and driven to help employees succeed in meeting and exceeding sales goals. Charming salesperson skilled in communication and collaboration for best-in-class service. Enhance team performance and maximize customer satisfaction by strategically managing calls and implementing process improvements. Talented leader offering top-notch abilities in program management, interpersonal communication and administrative oversight. Successful at training and mentoring employees to promote culture of collaboration and continuous improvement.

Overview

24
24
years of professional experience

Work History

Customer Service Manager

Wal-Mart Supercenter
08.2001 - 04.2015
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Followed through with client requests to resolve problems.
  • Kept accurate records to document customer service actions and discussions.
  • Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
  • Researched and corrected customer concerns to promote company loyalty.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Defined clear targets and objectives and communicated to other team members.

Business Owner

Rhonda's Place
03.1991 - 10.2001
  • Prepared bank deposits and handled business sales, returns and transaction reports.
  • Consulted with customers to assess needs and propose optimal solutions.
  • Put together realistic budgets based upon costs and fees for successfully operating business.
  • Developed and implemented marketing strategies to generate new customers and increase sales and profit margins.
  • Oversaw business budget planning and administration, accounting functions, purchasing, and bi-weekly payroll to handle financial needs.
  • Trained and motivated employees to perform daily business functions.
  • Organized and attended trade shows and special events to showcase products, network with other businesses and attract new customers.
  • Prepared annual budgets with controls to prevent overages.
  • Adhered to regulatory and policy changes and made necessary adjustments to maintain overall success.
  • Assessed damaged materials and notified maintenance personnel of needed repairs.
  • Conducted audit inspections and independent checks to verify parts and materials.
  • Interacted well with customers to build connections and nurture relationships.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.
  • Implemented business strategies, increasing revenue and effectively targeting new markets.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Trained new employees on proper protocols and customer service standards.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Assisted in recruiting, hiring and training of team members.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Supervised creation of exciting merchandise displays to catch attention of store customers.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
  • Mitigated business risks by working closely with staff members and assessing performance.
  • Implemented innovative programs to increase employee loyalty and reduce turnover.
  • Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.

Education

High School Diploma -

Meadowbrook High School
Byesville, OH
06.1985

Skills

  • Audit Support
  • Training and Mentoring
  • Handling Escalations
  • Complaint Resolution
  • Schedule Coordination
  • Account Management
  • Sales Promotion
  • Customer Service
  • Problem-Solving
  • Positive and Constructive Feedback
  • Training and Coaching
  • Staff Training
  • Exceptional Telephone Etiquette
  • Effective Workflow Management
  • Continuous Improvement
  • Skilled Trainer
  • Employee Scheduling
  • Team Building and Leadership
  • Excellent Time Management Skills
  • Policy Enforcement
  • Performance Evaluations
  • New Hire Training
  • Customer-Focused
  • Cash Handling
  • Customer Relations
  • Active Listening
  • Adaptability
  • Stress Management

Timeline

Customer Service Manager

Wal-Mart Supercenter
08.2001 - 04.2015

Business Owner

Rhonda's Place
03.1991 - 10.2001

High School Diploma -

Meadowbrook High School

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Rhonda Fisher