Rhonda Pickney
Durant,Oklahoma
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
19
19
years of professional experience
Work History
Customer Support 1
VSP
05.2022 - Current
- Managed high-volume call center environment, maintaining composure under pressure while providing top-notch support services.
- Collaborated effectively with colleagues to streamline processes and improve overall customer experience.
- Participated in regular team meetings to identify areas for improvement and share best practices among colleagues.
- Utilized strong communication skills to establish rapport with customers and provide empathetic assistance in finding solutions.
- Developed comprehensive knowledge of product offerings, enabling efficient identification and resolution of customer concerns.
TRAINER
ALORICA
02.2019 - 03.2022
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Delivered dynamic presentations to facilitate learning and retention among diverse audiences.
Agent
ALORICA
07.2018 - 04.2019
- Resolved caller issues quickly and thoroughly.
- Handled and promptly resolved customer complaints to maintain professional relationships.
- Obtained client information by answering telephone calls.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering positive experience throughout all interactions.
- Established strong customer relationships, building recommendations and loyalty.
CSR FOR PART B, TIER II, AND REDETERMINATION
TRAILBLAZER HEALTH ENTERPRISE, LLC
02.2005 - 07.2012
- Managed high call volumes, maintaining an professional demeanor during peak hours and effectively multitasking in an fast-paced environment.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
- Demonstrated empathy and active listening skills, resulting in an higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Education
High School Diploma -
SHERMAN HIGH SCHOOL
Sherman, TX05.1983
Skills
- Data entry proficiency
- Software Knowledge
- Customer Empathy
- Escalation management
- Teamwork and Collaboration
- Customer Service
- Microsoft Windows and Office
- Active Listening
- Organizational Skills
Activities
I enjoy spending time with my family and friends. Especially taking my two grandsons camping, fishing, watching movies, and just about anything they enjoy doing I do too! We all love to play games, cooking out and taking our fur babies to the lake.
Timeline
Customer Support 1
VSP
05.2022 - Current
TRAINER
ALORICA
02.2019 - 03.2022
Agent
ALORICA
07.2018 - 04.2019
CSR FOR PART B, TIER II, AND REDETERMINATION
TRAILBLAZER HEALTH ENTERPRISE, LLC
02.2005 - 07.2012
High School Diploma -
SHERMAN HIGH SCHOOL
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