ROCHELLE SALTER
Douglasville,GA
Summary
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.
Overview
26
26
years of professional experience
Work History
Policyholder Services Representative (Remote)
Lincoln Heritage Life Insurance
01.2022 - 02.2024
- Enhanced customer satisfaction by addressing and resolving issues promptly and professionally.
- Streamlined call handling processes for improved efficiency and reduced wait times.
- Exceeded performance targets with exceptional communication skills and product knowledge.
- Contributed to team success, consistently meeting or exceeding individual call quality metrics.
- Collaborated with cross-functional teams to resolve complex issues, ensuring a seamless customer experience.
- Managed high-volume inbound calls, maintaining composure and professionalism under pressure.
- Processed debit and credit card and electronic check payments.
- Answered up to 80 incoming calls in busy, fast-paced global call center.
Customer Service Representative
Fulfillment Strategies International
02.2020 - 01.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Answered average of 20-30 customer telephone calls promptly to avoid on-hold wait times.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Alternated goods in inventory by observing first-in and first-out approach to keep shelves organized and properly stocked.
- Scheduled daily average 20-25 trucking delivery from multiple Tempur-Pedic warehouses & trucking companies; with a weekly average 15-20 scheduled pickup from FSI facility for deliveries to Amazon, Bed Bath & Beyond, Wayfair, Walmart, Target, etc.
- Processed return orders in timely manner to ensure customer satisfaction.
- Conducted cycle counts and reconciled problems within distribution operations.
- Processed daily orders through multi-carrier manifest system.
- Reduced fulfillment errors by using RF scanners to quickly pick items to proper bins.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Petty Officer, NC - Navy Counselor Recruiter
Navy
06.2012 - 06.2018
- Conducted monthly job performance, goal setting, and career development counseling
- Learned and utilized fundamentals of teamwork, leadership, safety, and quality control prioritized workload and assignment duties, often with very short notice
- Helped workers understand responsibilities, identified problem areas, and outlined corrective actions
- Received consistently high evaluations excelled in basic, specialized, and professional development training; provided training and mentoring to new personnel; submitted reports as scheduled using MS Office and military database software
- Navy counselors offer career guidance to Navy people aboard ships and at shore facilities, and to civilians who are considering enlistment
- Assisted command in organizing and implementing aggressive enlisted career information program; evaluates enlisted career information program within own command and/or subordinate commands as applicable; supervises and coordinates interviewing and counseling efforts; counsels individuals and gives presentations to civic groups, naval personnel and their family members on advantages of career opportunities and professional development in Navy; establishes and maintains liaison with local media; serves as Transition Assistance Program Managers; provide counseling on veteran benefits and relocation programs; supervised 20 person teams, overseeing daily duties, health and welfare of members
Petty Officer 1st Class OS - Operations Specialist
Navy
12.1997 - 05.2012
- Developed strong work ethic and commitment to organization; assisted in planning training and operational activities to ensure productive work environment
- Reviewed technical manuals for maintenance and repair work, useful in quality control checks
- Operated and monitored communications, detection, and weapons systems essential for controlling air, ground, and naval operations
- Duties included maintaining and relaying critical communications between air, naval, and ground forces; implementing emergency plans for natural and wartime disasters; relaying command center information to high-level military and government decision makers; monitoring 5 to 6 surveillance and detection systems, such as air defense; interpreting and evaluating tactical situations and making recommendations to superiors; and operating weapons targeting, firing, and launch computer systems
Education
Bachelor of Arts - Criminal Justice/ Homeland Security
Saint Leo University
Saint Leo, FL06.2017
Bachelor of Arts - Criminal Justice
Saint Leo University
Saint Leo, FL06.2015
High School Diploma -
George Washington Carver High School
Atlanta, GA06.1997
Skills
Human Resources Specialists
- 5 Years 8 Months
- Performed career skills in Human Resources Includes Employment Specialists and Recruitment Specialists
- Screen, recruit, interview, and place workers
Critical Thinking,Time Management
- Used logic and reasoning to identify strengths and weaknesses of applicants
- Able to provide solutions and conclusions to problems
- Managing own time and time of others
- Ability to work independently and with teams
Organizing, Planning, and Prioritizing Work
- Developing specific goals and plans to prioritize, organize, and accomplish task at hand
- Ability to complete paperwork and documentations by staying organized and prioritizing
Customer and Personal Service
- Knowledge of principles and processes for providing customer and personal services
- Make sure quality of customer satisfaction & customer relationships are above standards
- Proficient in G-Suite (Google Docs, Google Sheets) & Microsoft Office Suite programs (Word, Excel, and PowerPoint) to ensure the highest quality of personalized customer service
- Inbound and Outbound Calling
Accomplishments
Professional Development
- Colleague Reference:
- Brandon Scent
- Company Name: Lincoln Heritage Life Insurance
- Title: Policyholder Services Manager
- Email: Brandon.scent@londen-insurance.com
- Work Phone: 1-800-438-7180
- Aimee Ash
- Company Name: Fulfillment Strategies International
- Title: Customer Service Representative Manager
- Email: aimeea@fsi3pl.com
- Work Phone: (678)391-5980 ext 550
- Melissa Manning
- Company Name: United States Navy/ Navy Recruiting Command (CNRC)
- Title: Leading Chief Petty Officer Management Service
- Email: melissa.m.manning@navy.mil
- Mobile Phone: (912)614-2969
- Chain of Command
- Superior Reference :
- Jerry Palmer
- Company Name: United States Navy/ Navy Recruiting District Atlanta
- Title: Direct Supervisor
- Email: Jerry.palmer@navy.mil or jjp1611@me.com
- Mobile Phone: (678)429-2143
Personal References:
- Kristen McDowell
- Email: kristenmcdowell@yahoo.com
- Mobile Phone: (817)791-7228
- Ambria Watts
- Email: ambriajwatts@gmail.com
- Mobile Phone: (404)917-3871
Timeline
Policyholder Services Representative (Remote)
Lincoln Heritage Life Insurance
01.2022 - 02.2024
Customer Service Representative
Fulfillment Strategies International
02.2020 - 01.2022
Petty Officer, NC - Navy Counselor Recruiter
Navy
06.2012 - 06.2018
Petty Officer 1st Class OS - Operations Specialist
Navy
12.1997 - 05.2012
Bachelor of Arts - Criminal Justice/ Homeland Security
Saint Leo University
Bachelor of Arts - Criminal Justice
Saint Leo University
High School Diploma -
George Washington Carver High School
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