Ronale Colson
Miami Gardens,FL
Summary
Motivated individual seeking to explore and learn new opportunities and become part of a caring culture with opportunities to enhance both personally and professionally of skills already learned. Self-directed Customer Service professional dedicated to promoting loyalty and retention through proactive communication, effective problem-solving and personable follow-through. Utilizes company support resources, personal expertise and critical thinking skills to manage concerns independently with willingness to escalate critical issues. Offering 30 years of service-focused experience. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
30
30
years of professional experience
Work History
Customer Advocate
Safelite Auto Glass
06.2016 - 04.2023
- Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns.
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Managed over 50 customer calls per day.
- Listened to customers in actively to assess issues and provide accurate information.
- Developed and implemented strategies to improve customer service experience, resulting in increased satisfaction.
- Evaluated customer service standards, policies and procedures to verify customer service goal achievement.
- Researched and resolved account and service problems with friendly, knowledgeable support.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded proactively and positively to rapid change.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Trained staff on operating procedures and company services.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Implemented and developed customer service training processes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted available products and services to customers during service, account management, and order calls.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
Personal Assistant and Manager
FloetryFlo4me LLC
09.2013 - 01.2023
- Working closely with CEO providing administrative support, screening & answering phone calls; enquires request; arrange travels & meetings; monitor all emails & social media sites; organize & prepare for upcoming events; responding to customer enquiries and complaints; delegating work to staff and managing their workload and output; managing filing systems; and using office software.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Mentored team members to enhance professional development and accountability in workplace.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Monitored security to protect employees, customers and property.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Oversaw personal and professional calendars and coordinated appointments for future events
School Security
BridgePrep Charter Academy
11.2014 - 06.2016
- Monitor and protect property against criminal activity and damage; enforces all school rules; reports maintenance concerns to appropriate school personnel; assist in handling emergency disciplinary matters; observing and detecting unusual occurrences or behavior; answering phone calls; use computer applications such as spreadsheets; calendar; e-mail and database software; establish and maintain effective working relationships with students, parents, school personnel, subordinates and general public; maintain records and prepare written reports.
- Conducted regular campus security patrols and handled incidents promptly to maintain overall safety for staff, students and visitors.
- Monitored CCTV cameras and alarm systems for security breaches.
- Secured premises and personnel by patrolling property and monitoring surveillance equipment.
- Responded quickly to emergency situations to assess and deflect issues.
- Utilized radio, telephone and communications equipment to contact other on-campus personnel and external authorities.
- Worked independently and collaboratively to resolve urgent issues to protect lives and property.
- Examined doors, windows and gates to verify security.
- Patrolled internal building spaces and facility grounds to identify and deter threats to assets.
- Investigated suspicious activities and persons to maintain security of premises.
- Updated shift logs and produced daily reports to document security activities and specific incidents.
- Gathered information, identified, and implemented resolution, planned follow-up and logged and filed incident report to successfully manage complaints.
- Operated handheld metal detector and other surveillance devices to screen individuals entering facility.
Event Security Officer & Supervisor
Contemporary Services Corporation, CSC
09.2010 - 11.2014
- Enforcing venue policies and procedures, answering guest concerns & resolving complaints, Security inspections completing and writing incident report, and supervising.
- Responded quickly to emergency situations to assess and deflect issues.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Operated handheld metal detector and other surveillance devices to screen individuals entering facility.
- Scanned incoming and outgoing personnel and packages using hand-held wands and x-ray machinery to protect building, assets, and individuals.
- Permitted entry with escort for approved persons into secure locations.
- Worked independently and collaboratively to resolve urgent issues to protect lives and property.
- Analyzed and produced course-of-action reports and escalated issues outside scope of expertise to management.
- Participated in staff meetings, special events, and professional development activities.
- Gathered information, identified, and implemented resolution, planned follow-up and logged and filed incident report to successfully manage complaints.
Education
Class D Certification - Security And Protective Services
D/B/A Anything & Everything Training Ctr
North Miami, FL08.2010
Certification - Message Therapy
National School of Technology
North Miami, FL10.2004
Certification - Child Development
Children & Families Services
Miami, FL02.1997
Certification - Bank Teller
Miami Lakes Technical
North Miami Beach, FL06.1992
High School Diploma -
Miami Carol City Senior High School
Miami Gardens, FL06.1992
Skills
- Invoice Preparation and Processing
- Understanding Customer Needs
- Calm and Professional Under Pressure
- Billing Inquiry Resolution
- Administrative and Office Support
- High-Volume Environments
- Customer Data Confidentiality
- Conflict Resolution
- Productivity Standards
- Task Scheduling
- Client Relationships
- Order and Refund Processing
- Data Entry
- Document and Records Management
- Microsoft Office
- Multi-Line Phone Systems
- Issue and Complaint Resolution
- Business Planning
- Client Rapport-Building
- Process Transactions
- Billing and Payment
- Inbound Call Management
- Trained in Salesforce
- POS Systems and Ordering Platforms
Timeline
Customer Advocate
Safelite Auto Glass
06.2016 - 04.2023
School Security
BridgePrep Charter Academy
11.2014 - 06.2016
Personal Assistant and Manager
FloetryFlo4me LLC
09.2013 - 01.2023
Event Security Officer & Supervisor
Contemporary Services Corporation, CSC
09.2010 - 11.2014
Class D Certification - Security And Protective Services
D/B/A Anything & Everything Training Ctr
Certification - Message Therapy
National School of Technology
Certification - Child Development
Children & Families Services
Certification - Bank Teller
Miami Lakes Technical
High School Diploma -
Miami Carol City Senior High School