Rhonda Walls-Davison
Mount Oliver,Pennsylvania
Summary
Adept in crisis intervention and customer service, I leveraged my problem-solving abilities at CVS Specialty Pharmacy to enhance customer loyalty and resolve high-stress disputes effectively. My expertise in computer proficiency and active listening propelled operational efficiencies, achieving notable improvements in customer satisfaction and engagement. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
21
21
years of professional experience
Work History
Customer Service Representative
CVS Specialty Pharmacy
02.2015 - 05.2017
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
Cage Casino Cashier
Rivers Casino Pittsburgh
04.2011 - 02.2015
- Quickly and accurately counted drawers at start and end of each shift.
- Assisted in maintaining accurate inventory of casino chips and cash, ensuring optimal security levels.
- Paid winnings and collected losing bets as established by rules and procedures of each specific game.
- Effectively communicated with cage supervisors regarding any discrepancies or issues encountered during shift operations.
- Handled large sums of money responsibly while executing transactions quickly without compromising accuracy.
- Enhanced customer satisfaction by accurately and efficiently processing cash transactions.
- Improved overall departmental performance by actively participating in ongoing training sessions and incorporating feedback from evaluations.
- Balancing all night registers at the end of shift.
Associate
ACE Cash Express Inc.
05.2010 - 08.2012
- Greeted customers and offered assistance for increased customer satisfaction.
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Developed and implemented strategies to increase customer satisfaction and engagement.
- Streamlined inventory management processes, reducing waste and ensuring optimal stock levels were maintained.
- Opened and closed store independently by manually counting the safe and registers then at the end of the day closing both cash registers and balancing the safe.
Assistant Supervisor
Community Human Services Corporation
05.1996 - 06.2008
- Managed daily tasks, delegating responsibilities effectively to optimize team resources and meet deadlines.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Submitted documentation and reports to upper management.
- Worked with management team to implement proper division of responsibilities.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
Education
Associate of Applied Science - Criminal Justice
Kaplan University
Davenport, IA08.2011
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Crisis Intervention
- Case management
- Social work
Timeline
Customer Service Representative
CVS Specialty Pharmacy
02.2015 - 05.2017
Cage Casino Cashier
Rivers Casino Pittsburgh
04.2011 - 02.2015
Associate
ACE Cash Express Inc.
05.2010 - 08.2012
Assistant Supervisor
Community Human Services Corporation
05.1996 - 06.2008
Associate of Applied Science - Criminal Justice
Kaplan University
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