RITA Y. WALKER
Lenexa,KS
Summary
An experienced Customer Care Professional, with a high degree of efficiency. Serve as point person executive staff members, sales teams, clients, and vendors to ensure clear lines of communication.. With have excellent communication, problem resolution abilities, with a high-level of confidentiality. Equally effective office technologies
Overview
13
13
years of professional experience
Work History
Customer Care Representative II
CarMax Call Center
11.2020 - 07.2023
- Responded to customer needs through competent customer service and prompt problem-solving.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Communicated with clients regarding account services, statements, and balances.
- Maintained and managed customer files and databases.
- Developed and implemented customer service policies and procedures to use adequate techniques and apply best practices.
Customer Service Specialist
Robert Half And Aerotek
12.2015 - 11.2020
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Provided primary customer support to internal and external customers.
- Developed customer service improvement initiatives to decrease customer wait times.
- Handled customer inquiries and suggestions courteously and professionally.
- Updated account information to maintain customer records.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Developed customer service policies and procedures to meet and exceed industry service standards.
Sr Program Manager Consultant
Genesis10: Professional Technology Services
08.2010 - 12.2012
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established team priorities, maintained schedules and monitored performance.
- Direct accountability for the Agency Portfolio subservicing program. Incorporated project management standards, methods, governance and tools including status reporting, shared funding sources, technology roadmap process including systems inventory, managing and supporting all project-related audit and control requirements, and Servicing-wide project prioritization.
- Executed and maintained program management processes and disciplines in the areas of: program scheduling and quality management; communications management; human resources management; cost management; procurement management; risk/issue management; and change management.
Education
Bachelor of Science - Psychology
Walden University
Minneapolis, MNBachelor of Arts - American History
Kansas State University
Manhattan, KSSkills
- Business Opportunities Support
- Policy and Procedure Adherence
- Coordinating Repairs
- Accounts Payable and Accounts Receivable
- Information Extraction
- Understanding Customer Needs
- Livechat Messaging
- Calm and Professional Under Pressure
- Document and Records Management
- Customer Relations
- Organizational Leadership
- Client Meetings
- Information Updates
Additional Information
Microsoft Professional suite
MS Visio
MS Publisher
Written Communication
Interdepartmental Coordination
60 wpm Typing Speed
Timeline
Customer Care Representative II
CarMax Call Center
11.2020 - 07.2023
Customer Service Specialist
Robert Half And Aerotek
12.2015 - 11.2020
Sr Program Manager Consultant
Genesis10: Professional Technology Services
08.2010 - 12.2012
Bachelor of Science - Psychology
Walden University
Bachelor of Arts - American History
Kansas State University