ROCHELLE PAYNE-TOWNSEND
Vanburen Township,MI
Summary
Personable Customer Relations leader driven to exceed customer/client expectations while promoting adherence to company standards and guidelines. Proven history of fostering quick and successful problem resolution, improving customer satisfaction ratings. Demonstrated success in utilizing current technologies to broaden access between customer and organization and improve response time.
Overview
28
28
years of professional experience
Work History
Operations Manager
Tayion Collection
03.2023 - 06.2025
- Streamlined daily operations to enhance workflow efficiency.
- Managed inventory control systems, optimizing stock levels and reducing waste.
- Analyzed operational data to identify trends and drive strategic decision-making.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Developed and implemented strategies to maximize customer satisfaction.
Home Health Aide
G & A Assisted Living
05.2017 - 03.2023
- Provided compassionate personal care to clients, ensuring comfort and dignity in daily activities.
- Assisted with medication management, adhering to prescribed schedules and protocols.
- Monitored vital signs, reporting changes to healthcare professionals for timely interventions.
- Developed individualized care plans in collaboration with families and healthcare teams.
Global Vendor Manager
AT&T
01.2007 - 09.2015
- Lead Project Manager for Global Outsourced Providers specializing in new customers during Preorder to install.
- Managed business process improvement plan to help streamline departmental processes and procedures.
- Lead operations for project customer segmentation billing (New customer bill creation).
- Created quality process program to help drive/exceed performance results.
- Enforced company policies and procedure through on-site/remote management and partnering (4 Global Centers)
Customer Service and Sales Manager(2nd level)
AT&T
01.2003 - 01.2007
- Managed Business and Consumer Sales Center for telephone and internet bundled services.
- Consistently exceeded Center Sales Performance Objectives.
- Managed 10 Sales Team Managers and 3 Call Center Attendance Managers.
Call Center Workforce Manager
AT&T
01.2002 - 01.2003
- Effectively managed daily schedules for over 400 call center representatives.
Sales Team Manager
AT&T
01.2000 - 01.2002
- Consistently lead the Consumer Region in Team Sales and Customer Service.
Customer Service Representative
AT&T
01.1997 - 01.2000
Education
Henry Ford Community College
01.1993
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Wayne State University
01.1997
Skills
- Operations Management
- Customer / Client Relationship Manager
- Strategic Planning
- Quality Assurance
- Process Improvement
- Sales
- Project Management
- Account Management
- Voice of the Customer
Section name
- Effective communication ability and noteworthy analytical skills; Consistently meets deadlines with superior results.
- Benefits from receptive listening ability in coming up to speed quickly; Seasoned Vendor Management, Performance Management & Development Specialist.
- Brings strong organizational and budgetary aptitude; strong contact center operations, direct to consumer order sales experience.
Timeline
Operations Manager
Tayion Collection
03.2023 - 06.2025
Home Health Aide
G & A Assisted Living
05.2017 - 03.2023
Global Vendor Manager
AT&T
01.2007 - 09.2015
Customer Service and Sales Manager(2nd level)
AT&T
01.2003 - 01.2007
Call Center Workforce Manager
AT&T
01.2002 - 01.2003
Sales Team Manager
AT&T
01.2000 - 01.2002
Customer Service Representative
AT&T
01.1997 - 01.2000
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Wayne State University
Henry Ford Community College
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