ROCHELLE FERGUSON
Solutions And Service Manager
Palmetto,GA
Summary
Knowledgeable and dedicated client focused professional with extensive experience in service industry. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
13
13
years of professional experience
5
5
years of post-secondary education
Work History
Client Service Representative II
COX AUTOMOTIVE
Atlanta, Georgia
08.2022 - Current
- Coordinate with operations staff to resolve service problems and boost client satisfaction
- Educate clients on account services and resolved client inquiries regarding statement information and account balances
- Offer troubleshooting advice to assist customers with technical issues and navigate smooth process
- Utilize active listening skills to identify customer needs and provide appropriate solutions
- Respond to customer calls and emails to answer questions about products and services, offering excellent support and tailored recommendations to address needs
Licensed Residential Real Estate Broker
GRACE HOME TEAM, INC
Fairburn, Georgia
01.2010 - 08.2022
- Fostered positive business relationships to promote continued interest in Real Estate Brokerage products and services
- Supported sales, brokers, consultants and underwriters in marketing and sales activities
- Managed average of 10 person real estate team daily for residential sales and service goals
- Completed training programs to remain updated and further develop proficiency of important industry information
Customer Service Supervisor
DELTA AIRLINES
Atlanta, Georgia
03.2012 - 07.2020
- Conducted training and mentored average of 18-20 team members to promote productivity and commitment to friendly service.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Created customer support strategies to increase customer retention and satisfaction
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Coached team members to deliver hospitable, professional service while adhering to set service models
- Compiled and analyzed customer feedback data to develop new strategies and corrective action, which increased customer satisfaction by 10%
Education
Bachelor of Science - Leadership and Management
Regent University
Virginia Beach, VA 08.2015 - 12.2020
Skills
Staff education and training
CRM
Sales expertise
Complaint resolution
Training development aptitude
Client service and support
Client service optimization
Customer service management
Affiliations
- National Association of Realtors
- Rotary International
- Toastmasters
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Client Service Representative II
COX AUTOMOTIVE
08.2022 - Current
Bachelor of Science - Leadership and Management
Regent University
08.2015 - 12.2020
Customer Service Supervisor
DELTA AIRLINES
03.2012 - 07.2020
Licensed Residential Real Estate Broker
GRACE HOME TEAM, INC
01.2010 - 08.2022