Ronda Henryhand
Greensboro,NC
Summary
Seasoned professional with 30 years of experience in customer-oriented roles, excelling in team collaboration and achieving results. Adept at managing high-pressure environments, resolving conflicts, and ensuring customer satisfaction. Skilled in coaching staff, optimizing call center operations, and adapting to changing needs. Reliable and focused on driving performance and operational excellence.
Overview
11
11
years of professional experience
Work History
Customer Service Supervisor
Goldman Sachs Bank USA
Greensboro, NC
12.2024 - 09.2025
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and profession
- Conducted regular reviews of client accounts to identify potential issues and proactively address concerns.
- Maintained strict adherence to compliance regulations by accurately documenting all client interactions.
- Provided ongoing support to clients, addressing inquiries and resolving issues in a timely manner.
- Exceeded performance metrics consistently, resulting in recognition as a top-performer within the organization.
- Collaborated closely with other departments like Collections or Fraud Prevention teams for seamless communication and better case management.
- Assisted customers in navigating online banking platforms and mobile applications, enhancing their overall digital experience with the financial institution.
- Supported customers with invoices, statements and other basic questions.
- Processed recurring automated payments and credit card payments.
- Assisted clients with activating new cards, increasing usage and strengthening relationships with the financial institution.
- Educated customers on credit card benefits, driving increased utilization of rewards programs and value-added services.
Customer Service Representative
Anthem
Winston Salem, North Carolina
03.2020 - 08.2021
- Resolved customer service inquiries and issues, ensuring thorough documentation and follow-up to confirm resolution satisfaction.
- Delivered efficient and friendly support, managing a high volume of customer calls and enhancing overall satisfaction.
- Addressed customer questions, processed payments, and provided detailed information on services, maintaining performance targets.
PSE
USPS
Greensboro, North Carolina
11.2018 - 05.2021
- Ensured postal items met regulatory postage and condition standards through meticulous inspection.
- Facilitated mail workflow by efficiently transporting items between processing stations.
- Addressed undeliverable mail issues by updating information and re-labeling, improving delivery accuracy.
Delivery Service Courier
FedEx
Kernersville, North Carolina
10.2016 - 07.2018
- Maintained an unblemished driving record by adhering strictly to safety protocols and regulatory requirements.
- Coordinated with dispatch teams to efficiently organize and schedule pick-up assignments.
- Assessed traffic, weather conditions, and potential alternate routes to optimize navigation and ensure timely deliveries.
Bus transportation
Forsyth County Schools
Winston Salem, North Carolina
04.2014 - 06.2017
- Managed safe and efficient transportation for students within the Forsyth County School district, adhering to strict safety protocols and maintaining punctual schedules for pickups and drop-offs.
Education
High School Diploma -
James B Dudley High
Greensboro,NC06-2000
Skills
- Problem Resolution
- Record Preparation
- Data Updating
- Call Management
- Hospitality and Accommodation
- Documentation
- Delivery Scheduling
- Positive and Professional
- Compliance awareness
- Transaction processing
- Payment processing
- Customer service
- Attention to detail
- Multitasking Abilities
- Excellent communication
- Active listening
- Verbal and written communication
- Relationship building
- Self motivation
- Call handling
- Application status reviews
- //Calm and professional under pressure
- Computer skills
- Training and mentoring
- Complaint resolution
- Complaint handling
- Call center operations
Timeline
Customer Service Supervisor
Goldman Sachs Bank USA
12.2024 - 09.2025
Customer Service Representative
Anthem
03.2020 - 08.2021
PSE
USPS
11.2018 - 05.2021
Delivery Service Courier
FedEx
10.2016 - 07.2018
Bus transportation
Forsyth County Schools
04.2014 - 06.2017
High School Diploma -
James B Dudley High