ROLANDERS LYLES
Cliffside Park,NJ
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
Spruce Technology
06.2022 - Current
- Assist customers through IQ customer service portal, ensuring that all construction, permit issues are resolved for NYC Department of Buildings
- Open new customer service issues during NYC DOB industry meetings
- Refer issue to proper NYC DOB unit / manager if necessary
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Lead
Observer, Spruce Technology
01.2021 - 06.2022
- Oversee day to day operations of the Observer team as part of the NYC Covid Response Situation Room
- Ensure all emails have been properly dispositioned and replied to
- Ensure all new observers have been properly on boarded & trained
- Ensure all training materials have been updated with the latest processes and grammatically correct
- Work as a liaison between Spruce Technology and NYC DOB Leadership to ensure that all processes are being followed
- Trained new team members by relaying information on company procedures and safety requirements.
Senior Communications Coordinator
New York & Company
01.2014 - 01.2020
- Create internal communications by drafting, designing, reviewing, and editing communications, advising on creation of communication elements related to a national plan and managing distribution of communications according to plan between Corporate and Field
- Manage store tasks and workload and communicate to other departments
- Probe and look beyond symptoms to determine the root causes of problems and identify possible solutions for communication
- Research information and prepare communication that effectively conveys relevant information in a timely manner for store execution
- Responsible for training all new associates to ensuring that they are crossed trained on all aspects of Store Communications
- Drive the execution of multiple business plans and projects by identifying customer and operation needs; removing barriers and obstacles that impact performance; providing resources; and identifying performance standards
- Identify and implement new and innovative communication ideas
- Research and integrate relevant information and data and use my experience to make recommendations or decisions on pricing
- Partner with IT Department on Automating Promotional process
Store Communications Coordinator
New York & Company
01.2006 - 01.2014
- Develop weekly communication strategies and content management via Minute Articles and Training Materials
- Partner with Planning and Merchandising in the coordination and communication of all merchandise and visual campaign directives to the Field Organization
- Research inventory issues and reconciliation removing barriers and obstacles that impact performance, providing resources, and identifying performance standards
- Work closely with Marketing to ensure that window signage and interior marketing are delivered in a timely manner
- Key liaison between District Sales Leaders and merchandising/planning
- Ensure timely and accurate pay for over 7,000 field associates
Safety Service Officer
Safety Services, New York & Company
01.2002 - 01.2006
- Maintain Loss Prevention staff schedule/accurate payroll/vacation day count
- React quickly to security incidents and medical calls
- Administer Loss Prevention calls in nearly 600 retail stores and ensuring resolution and tracking
- Reporting and analysis of calls entered the reporting system
- Vendor and agency management
- Develop and define strategy and programs with Real Estate such as equipping stores with the proper EAS systems
- Management of EAS operating security equipment ensuring all issues are repaired in a timely manner
- Conduct fire safety presentations for home office associates
- Execute check-ups of existing Loss Prevention hardware within stores
- Provide company policy and procedural theft and security support to field offices
Education
A+ Completion certificate Network + Completion certificate -
Career Center
Skills
- Software
- Microsoft Excel
- Microsoft Word
- Microsoft Power Point
- Efficient and Detail-Oriented
- Building Customer Trust and Loyalty
- Calm and Professional Under Pressure
- Issue and Complaint Resolution
Timeline
Customer Service Representative
Spruce Technology
06.2022 - Current
Lead
Observer, Spruce Technology
01.2021 - 06.2022
Senior Communications Coordinator
New York & Company
01.2014 - 01.2020
Store Communications Coordinator
New York & Company
01.2006 - 01.2014
Safety Service Officer
Safety Services, New York & Company
01.2002 - 01.2006
A+ Completion certificate Network + Completion certificate -
Career Center
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