ROCHELLE STERLING
APOPKA
Summary
Results-driven professional with extensive experience in customer service, account management, and sales. Demonstrates a strong ability to deliver exceptional support, foster long-term client relationships, and drive business growth. Skilled in problem-solving, stakeholder management, and strategic development, with a consistent track record of meeting organizational objectives in both call center and remote environments.
Overview
13
13
years of professional experience
Work History
CUSTOMER CARE EXECUTIVE
Infinite Computer Solutions
07.2021 - Current
- Delivered prompt, professional support to customers across phone, email, chat, and SMS, consistently meeting response and quality standards.
- Took initiative with outbound communication to address follow-ups, resolve concerns, and support overall business goals.
- Navigated customer issues efficiently; solving problems directly when possible and escalating strategically to ensure complete and timely resolution.
- Maintained thorough, accurate documentation in Case Management and CRM platforms, supporting clear communication and smooth workflow across teams.
- Earned strong service-quality scores, backed by internal evaluations and positive customer satisfaction feedback.
- Applied established escalation procedures for complex situations, ensuring customers received the appropriate level of support.
- Worked effectively in a remote environment while upholding productivity, communication, and service-quality expectations.
CUSTOMER SERVICE REPRESENTATIVE
Conduent
03.2017 - 07.2021
- Earned rapid advancement to Escalation Manager within three months and Quality Analyst within one year, reflecting strong performance and leadership potential.
- Successfully de-escalated high-tension customer interactions by delivering clear solutions while maintaining full compliance with regulatory and company standards.
- Applied NICE monitoring tools effectively to assess call quality and identify areas for improvement.
- Demonstrated strong analytical listening skills to spot compliance gaps, coaching opportunities, and process inconsistencies.
- Delivered constructive, actionable feedback to specialists, supporting measurable improvements in service quality and customer experience.
- Evaluated complex situations and synthesized information to recommend the most effective resolutions.
- Facilitated positive outcomes by bridging communication gaps and resolving discrepancies, ensuring high customer satisfaction.
CREW MEMBER TO SHIFT LEADER
McDonald's
09.2015 - 03.2017
- Guided the team in maintaining high company standards, strengthening safety practices and policy compliance across operations.
- Oversaw inventory with strong attention to detail, contributing to accurate financial reporting and reduced discrepancies.
- Leveraged sales data insights to drive effective strategies that increased revenue and supported business growth.
- Streamlined workflows and optimized processes, delivering measurable improvements in operational efficiency.
- Encouraged cross-training efforts that expanded team versatility and enhanced overall performance.
CAREGIVER
Eastside Learning Center
02.2013 - 08.2015
- Administered bedside and personal care, including ambulation and personal hygiene assistance.
- Maintained accurate records of client progress and services performed, promptly reporting any changes in client condition.
- Performed healthcare-related tasks under the supervision of registered nurses or physiotherapists.
- Collaborated with the care team to evaluate client needs and plan continuing services.
- Provided compassionate care, companionship, and support to individuals and families during periods of incapacitation or convalescence.
Education
Dental Assistant Program - undefined
Florida Career College
08.2023
High School Diploma - undefined
Apopka High School
Apopka, FL05.2013
Skills
Account Management, Customer Retention, Sales Development, Relationship Management, Communication, Problem-Solving, Multitasking, Time Management, MS Windows, Apple Devices, Zoom, Skype, CRM Systems, Temporary Crowns, Coronal Polishing, Fluoride Application, Alginate Impressions, Dental Radiographs, Sterilization, CPR, Dentrix
Timeline
CUSTOMER CARE EXECUTIVE
Infinite Computer Solutions
07.2021 - Current
CUSTOMER SERVICE REPRESENTATIVE
Conduent
03.2017 - 07.2021
CREW MEMBER TO SHIFT LEADER
McDonald's
09.2015 - 03.2017
CAREGIVER
Eastside Learning Center
02.2013 - 08.2015
Dental Assistant Program - undefined
Florida Career College
High School Diploma - undefined
Apopka High School