Rondrae Smith
Chesapeake,VA
Summary
Adaptable, meticulous, and customer-centered professional with 8+ years of experience building strong client relationships, recommending process improvements and resolving client inquires with expertise in handling telephone calls and emails. Proven ability to identify customer needs and preferences while providing personalized, focusing on exceeding expectations and achieving satisfaction. Background in training new hires on the organization's policies and procedures, resolving issues, and enhancing the overall delivery of services.
Overview
8
8
years of professional experience
Work History
Operations Analyst
Capital One
06.2019 - 02.2023
- Prepared reports and compiled detailed case notes for efficient and accurate data entry, facilitating further analysis and the record-keeping process by providing a clear and comprehensive overview of the information
- Conducted complete audits of objectives and case progression for the case management team by following established policies and standards to assess the quality and performance of the process in an efficient manner
- Utilized expertise and knowledge to identify opportunities and recommend improvements in existing procedures with a keen focus on enhancing the efficiency and effectiveness in handing cases
- Analyzed call interactions with a customer-focused approach while seeking feedback to improve client experience
- Developed and delivered comprehensive training programs for new employees monthly by providing the necessary skills and knowledge of policies to optimize the team's performance and achieve desired outcomes
- Maintained accurate and up-to-date case records by meticulously documenting activity status to monitor progress and mitigate risks as well as streamline the exchange of information across the organization
- Achieved the highest customer satisfaction score within the Digital Investigations Department on multiple occasions, demonstrating exceptional service delivery and exceeding expectations.
Customer Service Representative
Capital One
12.2014 - 07.2019
- Upheld a professional and friendly attitude to deliver personalized services while addressing and resolving problems promptly to maximize customer satisfaction, contributing to enhanced retention and loyalty
- Managed incoming calls and emails by serving as the primary point of contact for customers and offering prompt and efficient support with product inquiries and service transactions, ensuring a positive and satisfactory experience
- Demonstrated professionalism in high-pressure and stressful circumstances, utilizing effective management and interpersonal skills to promote a positive and supportive atmosphere
- Oversaw the initiation and activation of customer accounts by verifying and entering information into the system while following privacy protocols to maintain the confidentiality of client information
- Provided accurate and reliable information to customers regarding current promotions, exchange procedures, payment methods, and security measures, contributing to informed decision-making and an increase in sales
- Identified the need for improvement and conducted training sessions for employees on procedures and policies to increase overall team performance and productivity.
Education
High School Diploma -
Deep Creek High School
Chesapeake, VA06.2009
Skills
- Relationship building
- Performance Tracking
- Conflict Resolution
- Case Needs Assessments
- Data Entry & Analysis
- Customer Service
- Audit
- Documentation
- Product Knowledge
- Payment Processing
- Microsoft Office Suite: Word, Excel and SQL
- PowerPoint
- Google Analytics
- Google Sheets
- Quality Assurance
Timeline
Operations Analyst
Capital One
06.2019 - 02.2023
Customer Service Representative
Capital One
12.2014 - 07.2019
High School Diploma -
Deep Creek High School
Education Certifications
High School Diploma, Deep Creek High School, Tidewater Community College
Education Certifications
High School Diploma, Deep Creek High School, Tidewater Community College
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