Roderick E Walker
Detroit,MI
Summary
Customer Relationship Management Accomplished customer service professional with excellent customer relationship and management experience. Demonstrated success in leading the delivery of unique customer service programs and in initiating and implementing processes to improve overall customer satisfaction. Excel in increasing customer experience, implementing and maintaining customer relationships and business partners. Qualifications enhanced with background in Cosmetology and ongoing studies in Fashion Marketing and Management. Fashion Marketing & Management ∙ Quality Assurance ∙ Client Relations Customer Solutions ∙ Training and Development ∙ Staff Management
Overview
13
13
years of professional experience
1
1
Certification
Work History
Signing Agent Confirmation Coordinator
Amrock Title LLC
10.2021 - 05.2022
- Schedule Signing agents and clients to closings with Attorney
- Added fees for closings for signing agents
- Provide customer service to external agent and group customers, primarily via inbound phone queue and email
- Displayed flexibility, self-discipline and ability to work independently, as well as within a group
- Demonstrated organizational skills with the ability to prioritize multiple assignments with attention to detail
- Performed as a self-starter to consistently produce high quality results
- Handled multiple high call volumes of inbound and outbound calls.
- Assisted with organizing religious activities and services.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided training and support to new associates to help provide high-quality customer service.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Supported religious leaders in performing various duties.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Utilized internal software and tools to meet customer needs and resolved issues promptly.
Asset Protection Specialist
Best Buy
09.2018 - 01.2020
- Monitor the store With CCTV for potential security risks and alarm function
- Protect against fraudulent activity by creating AP Alerts and reporting and documenting incidents properly with attention to detail
- Daily front and backend store checks every morning and closing to make sure all doors and equipment are up are to standards before entering and exiting.
- Leveraged surveillance and intelligence-led tactics to foster safety and security while minimizing company loss.
- Reported hazardous or unsafe conditions to management to reduce risk of injury.
- Reviewed CCTV and audited EAS and exception reports to identify dishonest activity, theft and fraud.
- Patrolled store departments to check for suspicious activities.
- Utilized data analysis to identify any security threats and develop solutions to mitigate risks.
- Built professional relationships with local law enforcement and other related organizations.
- Implemented loss prevention strategies and programs to minimize shrinkage.
Visitor Experience Associate II
Detroit Institute of Art
08.2016 - 01.2017
- Helped with the STAR WARS special exhibit with scheduling clients for appropriate times to view exhibit and giving and receiving tickets
- FASH BASH event assisted in organizing the event with vendor location and event guests
- Check and balanced register for check-in for public to enter museum.
- Worked varied hours to meet seasonal and business needs.
- Greeted customers and offered assistance for increased customer satisfaction.
- Maintained relationships with customers to maximize sales opportunities.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
Customer Service Representative
T-Mobile USA, Inc
08.2014 - 01.2015
- Acted as back up to Manager and delegated as the key to open and close store and safe holder
- Handled all customer inquiries regarding bill payment and upgrades in plan offerings
- Provided clear resolution to customer solutions and moved forward to upper management as needed.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Customer Service Representative
David’s Bridal
09.2012 - 06.2013
- Scheduled consultant and customers appointments for bridal services and needs
- Responded to corporate inquiries regarding merchandise delivery and posted inquiries via the company’s online portal for vendors
- Handle inbound and outbound store transfers as a well as incoming and outgoing calls.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Tracked customer service cases and updated service software with customer information.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Managed timely and effective replacement of damaged or missing products.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Developed and updated databases to handle customer data.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
Floating Teller Retail & Branch Banking
PNC Bank
09.2011 - 02.2012
- Delivered a unique customer experience aimed at improving customer financial wellbeing
- Identified banking opportunities through meaningful conversations with customers
- Made appropriate referrals to branch staff or PNC business partners.
- Educated customers on use of banking website and mobile apps.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Maintained accurate records of customer transactions in line with bank procedures.
- Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Processed customer transactions promptly, minimizing wait times.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Processed wide variety of retail banking transactions for personal and commercial customers.
Customer Service Associate I &II
Lowes Home Improvement, Inc
06.2009 - 02.2011
- Identified and sold products based on customer needs
- POS-credit cards, installations, add-on sales and explaining warranties, product features and benefits
- Responsible for assisting customers with all of their shopping needs including assisting customers in the selections, demonstration, preparation and loading of merchandise.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Increased revenue by cross-selling and upselling products and services.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Trained new personnel regarding company operations, policies and services.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Education
Certification - Cosmetology
Empire Cosmetology School
Chandler, AZ04.2014
Bachelor of Arts - Fashion Marketing And Management
Illinois Institute of Art-Chicago
Chicago, IL2008
Diploma - General Studies
Southfield High School
Southfield, MI06.2004
Skills
- Biblical Stewardship
- Class Scheduling
- Volunteer Programs
- Guest Services
- Delivering Presentations and Speeches
- Administrative Support
- Team-Building Exercises
- Student Involvement
- Classroom Teaching
- Coordinate Supplies
- Ministry Outreach Activities
- Special Events
- Youth Ministry Support
- Activity Planning and Leadership
- Serve Individuals
- Customer Needs Assessments
- Customer Satisfaction
- Corrective Actions
- Member Transportation
- Creative Solutions
- Microsoft Office
- Customer Interaction
Certification
Certified Notary Public for Michigan. Commissioned in 2023 Expires in 2029.
Timeline
Signing Agent Confirmation Coordinator
Amrock Title LLC
10.2021 - 05.2022
Asset Protection Specialist
Best Buy
09.2018 - 01.2020
Visitor Experience Associate II
Detroit Institute of Art
08.2016 - 01.2017
Customer Service Representative
T-Mobile USA, Inc
08.2014 - 01.2015
Customer Service Representative
David’s Bridal
09.2012 - 06.2013
Floating Teller Retail & Branch Banking
PNC Bank
09.2011 - 02.2012
Customer Service Associate I &II
Lowes Home Improvement, Inc
06.2009 - 02.2011
Certification - Cosmetology
Empire Cosmetology School
Bachelor of Arts - Fashion Marketing And Management
Illinois Institute of Art-Chicago
Diploma - General Studies
Southfield High School
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