RHONDA STEPHENS

As an MRT Resource Specialist supporting the NY CDP FI (Consumer Directed Personal Assistance Program), I played a key leadership role in a fast-paced, high-volume contact center. I directly supported a team of 45 agents, delivering real-time assistance, technical guidance, and performance coaching to drive service excellence. In addition, I collaborated with a team of MRTs to provide chat support to over 900 agents across the organization, ensuring consistent operational support and issue resolution at scale.

• Strengthen membership loyalty, executing flawless customer service and account management
• Promote high customer satisfaction by resolving problems with knowledgeable and friendly service
• Remains calm and professional in stressful circumstances and effectively diffuse tense situations
• Demonstrates excellent communication skills in resolving product and consumer complaints
• De-escalates problematic customer concerns, maintaining calm, friendly demeanor
• Ask's probing questions to determine service needs and accurately input information into electronic systems
• Answer inbound calls to facilitate customer service.

• Presents and clearly explained insurance policy options based on clients' needs and goals
• Promotes client retention through high-quality service and follow through
• Provides information and answered questions via personal meetings, telephone calls and email
• Interview prospective clients to gather information on financial needs and discuss existing coverage
• Make appointments with potential clients to discuss products
• Evaluate and pursued sales leads obtained through direct referrals, networking, marketing, cold-calling and lead databases
• Consult with clients to develop customized insurance policy packages and advised clients on investment opportunities to safeguard assets while minimizing cash flow.

• Engaged customers and provided high level of service by carefully explaining details about documents
• Analyzed customer needs and provided best options, upselling products and services
• Supported customers with individualized support and broad knowledge of company products to bring targeted services to individuals with varying needs
• Received underwriting approvals after accurately completing applications for insurance coverage
• Coordinated appointments and consultations with clients to identify individual needs and gain be er understanding of overall financial situations
• Generated new leads and identified potential clients by using successful direct marketing strategies.

• Cash handling, customer relations, scheduling, hiring, advertisements, daily operations
• Inventory and purchasing management Responsible for updating the drink menu's
• Developed and ran a weekly live music night that helped to bring in extra revenue for the establishment
• Always pushed staff to become more efficient and pay a ention to detail, which always resulted in more tips and repeat customers.

• Selecting Vendors Establishing Payment Terms Strategic Vendor Selection & Negotiation of
• Contracts acquiring (procuring) all of the goods, services, and work that is vital to the organization's specific department Generate bills according to orders and operate POS for bill collection Carefully noted and communicated and special instructions related to orders
• Maintained productive relationships with customers and enhance clientele using referral basis Up-sold Latest products and beverages while assisting customers with order related decisions Opened and trained affiliate restaurants.

• Detroit
• Greektown, Mi, minimum requirement- 10 year experience in customer relations with upscale clientele maintaining the privacy celebrity guests and political affiliations
• Trained new bartenders to adhere to the etique e guidelines of the highest level of service standards Coordinated classroom and training schedules for new hires Responsible for large currency deposits and records Reconciled balances.