Rondisha Sanders
Hampton
Summary
Experienced in project coordination, time management, and delivering exceptional customer service. Proven ability to handle customer issues independently, with proficiency in various computer software programs, including Microsoft Office. Typing speed of 45+ words per minute, coupled with a willingness to learn and adapt to new challenges.
Overview
9
9
years of professional experience
Work History
Digital Service Representative
Langley Federal Cre
05.2024 - Current
- Skilled in multitasking: Assisting members via phone, chat, and video while completing tasks (Salesforce cases, secured messaging)
- Proficient in creating a one call resolution environment
- Often placed on help desk to assist with escalated calls
- Knowledgeable in the New Membership process and procedures
- Experienced in wire transfers
- Proficient in digital banking and troubleshooting
- Recognized as top Success Sharing representative and trusted mentor for new hires
- Maintained productivity and quality standards consistently
- Provided exceptional customer service to large volumes of customers daily
- Demonstrated strong work ethic with punctuality and focus on service quality
- Maintained comprehensive knowledge of company products and services for accurate customer information
Contact Center Representative
Langley Federal Credit Union
11.2021 - Current
- Consistently handled 60 calls in a fast-paced environment
- Generated $1 million in loans during the second quarter of 2023 and $1.8 million throughout the entire year
- Recognized as one of the top Success Sharing representatives and trusted as a mentor for new hires
- Selected by HR to contribute to the creation of study guides for new employees
- Identify and recommend process improvements to enhance customer satisfaction and increase efficiency in handling customer inquiries and concerns at the contact center
- Implement customer satisfaction surveys to gather feedback on contact center interactions and identify areas for improvement, ultimately increasing member retention and loyalty
- Took a lead role in handling escalated calls, collaborating with team members to address complex issues promptly
- Proactively analyze customer feedback and data to identify trends and suggest solutions for improving overall customer experience and retention rates at the contact center
Credit Repair Specialist
Sanders Savvy Solutions
01.2021 - 11.2021
- Diligent Credit Repair Specialist with a proven track record of improving clients' credit profiles
- Experienced in analyzing credit reports, identifying discrepancies, and implementing effective strategies
- Skilled in dispute resolution with credit bureaus and creditors
- Conducted client consultations and educated on financial management
- Well-versed in credit laws and regulations, ensuring compliance and ethical practices
Online Technical Analyst/Personal Banker
Citi Bank
10.2018 - 12.2020
- Verified customer identities for account-related tasks, averaging over 100k in balance transfers monthly
- Managed personal banking, wire transfers, and serviced high-end clients with substantial investments
- Applied critical thinking and independent judgment to resolve customer issues effectively
- OJT Trainer | Citibank |
- Facilitated comprehensive on-the-job training for new hires, focusing on call management and handling as Contact Center Representatives
- Assisted in-floor training sessions, providing guidance on effective call handling, issue resolution, and customer service skills
- Developed and delivered training modules to ensure new employees acquired the necessary skills for their roles as contact center representatives
- Collaborated with team leads and supervisors to assess trainee progress and address any performance gaps through targeted coaching
Financial Coordinator
Patient Advocate Foundation (Kelly Services)
01.2017 - 01.2018
- Senior Financial Coordinator responsible for approving claims and issuing checks for low-income clients with terminal illnesses
- Independently managed 80-100 claims daily, ensuring accuracy and compliance
Referral Coordinator
UC Davis Physicians Referral Center (MGA Health Care)
02.2016 - 01.2017
- Processed inbound calls, initiated the referral process, and documented ICD-10 codes
- Provided accurate contact information to referring departments, ensuring seamless patient record transfers
Education
High School -
Valley High School
Elk Grove, CA01.2009
Skills
- Microsoft Word
- Outlook
- Excel
- PeopleSoft
- Epic
- Sawgrass
- Kronos
- Firefly
- Salesforce
- Multitasking
- Attention to detail
- Problem-solving
Timeline
Digital Service Representative
Langley Federal Cre
05.2024 - Current
Contact Center Representative
Langley Federal Credit Union
11.2021 - Current
Credit Repair Specialist
Sanders Savvy Solutions
01.2021 - 11.2021
Online Technical Analyst/Personal Banker
Citi Bank
10.2018 - 12.2020
Financial Coordinator
Patient Advocate Foundation (Kelly Services)
01.2017 - 01.2018
Referral Coordinator
UC Davis Physicians Referral Center (MGA Health Care)
02.2016 - 01.2017
High School -
Valley High School
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