Romanda Gray-Amons
Jacksonville,FL
Summary
Dedicated and adaptable customer service professional with a strong background in client relations, time management, and problem-solving. Former Call Center Team Lead with proven success in fast-paced environments, now seeking to re-enter the call center field after a decade of entrepreneurial and client-focused work. Experienced in handling customer inquires, resolving concerns with empathy and efficiency, and maintaining high satisfaction levels. Brings strong communication skills, a calm demeanor under pressure, and a deep commitment to delivering exceptional service.
Overview
24
24
years of professional experience
Work History
Residential Cleaning Service
Self-Employed
09.2021 - Current
- Communicate with clients to customize cleaning plans
- Follow safety and sanitation procedures for diverse home environments
- Maintained organization, efficiency, and confidentiality in private residences
- Demonstrate attention to detail and strong time management
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Improved cleanliness standards by implementing efficient housekeeping procedures and practices.
- Hand-dusted and wiped down furniture, fixtures, and window sills to keep areas clean and comfortable.
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Vacuumed rugs and carpeted areas in client homes
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Enhanced client satisfaction by delivering thorough and efficient cleaning services tailored to individual needs.
- Reduced client complaints by consistently meeting or exceeding cleanliness standards set by homeowners.
- Developed rapport with long-term clients, fostering loyalty and generating referrals to new customers seeking quality housecleaning services.
- Mopped hardwood, laminate, ceramic, vinyl, glass and wood surfaces.
- Increased repeat business by maintaining excellent communication with clients and addressing concerns promptly.
- Maintained a safe working environment through proper use of cleaning products and equipment.
- Provided exceptional customer service through active listening, problem-solving abilities, and clear communication skills.
- Slid beds, sofas, and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Emptied trashcans and transported waste to collection areas.
- Received numerous positive reviews from clients for attention to detail and exceptional work ethic.
- Demonstrated flexibility in scheduling, accommodating last-minute requests and urgent cleaning needs.
Food Prep & Cashier
Valley Food Services
10.2018 - 07.2021
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Built relationships with customers to encourage repeat business.
- Delivered fast-paced services with a customer-first attitude
- Daily preparations of deserts and pastries
- Washing and cutting fruits ad vegetables, cutting meat, and other food prep
- Set up workstations and ingredients so that food can be prepared according to recipes
- Experienced using a steamer
Teacher Assistant/ Office Attendace Clerk
Jackson Public School District
01.2015 - 08.2018
- Developed strong relationships with students, parents, and colleagues by maintaining open lines of communication and fostering a supportive learning environment.
- Managed classroom behavior effectively by establishing clear expectations, modeling appropriate conduct, and consistently enforcing established rules and consequences.
- Assessed student performance regularly using both formative and summative assessments to inform future lesson planning.
- Identified struggling students early on and provided additional support through tutoring sessions and modified lesson plans.
- During time of teaching I was promoted to Office Attendance Clerk
- Maintained and reported attendance, grades, and all personal and confidential information for the students.
- Worked with State Health Department and State Border Health by reporting accurate head counts and medical information
Social Worker Assistant
MDHS
04.2006 - 07.2012
- Interviewed clients, families, or groups to assess situations, limitations and issues and implement services to address needs.
- Monitored client progress through regular check-ins and updates with supervising social workers.
- Supported program leadership in handling day-to-day management needs of busy office.
- Collaborated with multidisciplinary teams to ensure cohesive and effective support for clients and families.
- Helping clients to complete necessary paperwork to apply for assistance
- Assist with placements of foster homes. Also transported clients to appointments, visitations, shopping, court, etc.
Team Lead
Convergys
07.2001 - 07.2005
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Delivered top-tier customer service and met daily performance metrics
- Trained new hires on company systems and policies
- Recognized as "Champion of One" for excellence in customer service
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Coached team members in techniques necessary to complete job tasks.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
Education
Associate of Arts - Social Work
Jackson State University
Jackson, MS12-2015
Associate of Arts - Social Work
Hinds Community College
Raymond, MS05-2013
Skills
- Teamwork and collaboration
- Friendly, positive attitude
- Customer service
- Problem-solving
- Verbal communication
- Technical Proficiency
- Detailed Note-taking
- Effective Listening
- Knowledge Retention
- Client Retention
- Conflict Resolution
- Time management
- Multitasking Abilities
- Organizational skills
Timeline
Residential Cleaning Service
Self-Employed
09.2021 - Current
Food Prep & Cashier
Valley Food Services
10.2018 - 07.2021
Teacher Assistant/ Office Attendace Clerk
Jackson Public School District
01.2015 - 08.2018
Social Worker Assistant
MDHS
04.2006 - 07.2012
Team Lead
Convergys
07.2001 - 07.2005
Associate of Arts - Social Work
Jackson State University
Associate of Arts - Social Work
Hinds Community College
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