Rhonda Legge
Wagoner,OK
Summary
Result-driven Senior Veteran Service Representative with expertise in customer support, relationship building, and conflict resolution. Proven ability to enhance service delivery and mentor junior staff.
Dynamic professional with extensive experience in veteran services and customer relations. Skilled in team development, quality control, and process improvement. Committed to delivering exceptional support and enhancing operational efficiency.
Dedicated service representative known for strong conflict resolution and customer satisfaction skills. Experienced in mentoring teams and streamlining processes to improve service delivery.
Knowledgeable [Desired Position] with solid foundation in customer service and problem resolution. Proven track record of improving customer satisfaction through effective communication and efficient service. Demonstrated ability to handle high volumes of inquiries while maintaining positive attitude and attention to detail.
Overview
31
31
years of professional experience
Work History
Senior Veteran Service Representative
Department of Veterans Affairs
125 South Main Street Muskogee OK 74401
07.1996 - 08.2025
- Managed veteran inquiries, providing timely and accurate information on benefits and services.
- Coordinated with various departments to resolve complex claims issues for veterans effectively.
- Developed training materials to enhance service delivery and improve staff performance standards.
- Streamlined processes for handling veteran requests, increasing resolution efficiency and customer satisfaction.
- Mentored junior representatives, sharing best practices for effective veteran support and claims processing.
- Evaluated service delivery metrics regularly to identify areas for improvement in operational processes.
- Maintained productivity and quality standards at all times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Consistently demonstrated a strong work ethic, arriving punctually for shifts and maintaining focus on providing top-tier service throughout entire workday.
- Mentored junior team members, providing guidance and support as needed while helping them develop their customer service skills.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Collaborated with cross-functional teams to enhance overall client experience and satisfaction levels.
- Increased efficiency and team productivity by promoting operational best practices.
- Sought ways to improve processes and services provided.
Hospitality Worker
Holiday Inn Express Hotel
Claremore, OK
04.2020 - 12.2021
- Delivered exceptional guest service and ensured satisfaction through prompt issue resolution.
- Maintained cleanliness and organization of guest areas, enhancing overall hotel ambiance.
- Assisted in training new staff on operational procedures and customer service standards.
- Coordinated with housekeeping team to ensure timely room readiness for guests.
- Managed check-in and check-out processes efficiently, reducing wait times for guests.
- Implemented improvements in workflow processes, enhancing service delivery speed and quality.
- Performed general cleaning by sweeping and mopping floors, washing dishes and emptying trash.
- Prepared food and beverages and verified adherence of quality and safe food-handling standards.
- Communicated with customers to promptly resolve complaints and address inquiries.
- Processed payments with focus on accuracy and correct cash-handling procedures.
- Improved guest satisfaction by providing prompt and courteous service.
- Resolved guest complaints with empathy and swift action, preventing negative online reviews.
- Streamlined check-in process, reducing wait times and elevating guest first impressions.
- Maintained pristine cleanliness in rooms and common areas, contributing to positive guest reviews.
Sales Associate, Overnight Stocker
Reasors Grocery Store
Tahlequah Ok
01.1995 - 07.1996
- Delivered exceptional customer service to enhance shopping experience and foster loyalty.
- Managed inventory levels to ensure product availability and minimize stock discrepancies.
- Trained new team members on store policies, procedures, and customer engagement techniques.
- Collaborated with management to implement promotional displays and optimize sales strategies.
- Monitored inventory levels, identifying discrepancies and addressing stock shortages proactively.
- Assisted in maintaining a clean, organized work environment to support overall store operations.
- Improved store efficiency by accurately stocking shelves and maintaining product organization overnight.
- Provided backup support at checkout lanes during high-volume periods to minimize customer wait times during overnight hours.
- Conducted regular checks on expiration dates of perishable items, removing expired products from shelves in compliance with health regulations.
- Supported daytime staff by preparing the store for daily operations with neatly arranged merchandise displays.
- Enhanced customer experience by keeping shelves fully stocked and ensuring products were easily accessible.
- Stocked designated items on shelves, end caps and displays.
- Kept aisles clear and clean while restocking to prevent accidents and enable others to easily pass by.
- Kept work areas neat, clean and free from debris.
- Volunteered to assist with projects, demonstrating willingness to learn new tasks and increase skill levels.
- Moved cardboard, plastic ties, and other debris from unboxing to trash.
- Disposed of damaged or defective items or coordinated returns to vendors for covered items.
- Interacted with guests in friendly and knowledgeable way.
Service Advisor
Yates Auto Mall
Tahlequah, OK
02.1995 - 05.1996
- Provided expert advice on vehicle maintenance and repair services.
- Coordinated service appointments, ensuring optimal scheduling and customer satisfaction.
- Oversaw daily operations of service department, enhancing workflow efficiency.
- Trained junior staff on customer service best practices and technical knowledge.
- Implemented process improvements that reduced turnaround time for repairs.
- Developed strong relationships with customers, fostering loyalty and repeat business.
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
Education
No Degree - Business Administration
Northeastern State University
Tahlequah, OKHigh School Diploma -
Chelsea High School
Chelsea Oklahoma05-1979
Skills
- Customer support
- Customer relations
- Database maintenance
- Organization
- Complaint handling
- Database management
- Account updates
- Customer relationship management
- Schedule management
- Service recommendations
- Service reporting
- Calendar management
- System updates
- Remote assistance
- Relationship building
- Critical thinking
- Active listening
- Customer service
- Team development
- Computer proficiency
- Quality control
- Spreadsheets
- Paperwork processing
- Conflict resolution
- Product knowledge
- Reading comprehension
- Documentation
- Research
- Staff training
- Service standard compliance
- Prioritization
- Quality assurance controls
- Information security
Timeline
Hospitality Worker
Holiday Inn Express Hotel
04.2020 - 12.2021
Senior Veteran Service Representative
Department of Veterans Affairs
07.1996 - 08.2025
Service Advisor
Yates Auto Mall
02.1995 - 05.1996
Sales Associate, Overnight Stocker
Reasors Grocery Store
01.1995 - 07.1996
No Degree - Business Administration
Northeastern State University
High School Diploma -
Chelsea High School