Rose Langford
Scottsburg,Virginia
Overview
1826
1826
years of professional experience
Work History
Financial Services Representative
Carter Bank & Trust
Clarksville, VA
04.2024 - Current
- • Provides a range of customer services including transaction processing, customer and account servicing, opening new accounts and products, and referring to partners
• Delivers exceptional customer experience through every customer interaction by proactively engaging customers to build relationships through meaningful conversation, asking relevant questions, responding to and anticipating needs, and delivering on solutions that earn the customer's trust
• Proactively identifies basic customer needs and generates high-quality referrals to branch associates, internal partners, and external vendor partners to support the customer's financial goals
• Utilizes bank resources to assist with the resolution of basic or common account/customer issues and escalates unresolved issues for further research while providing clear, accurate answers and timely solutions
• Contributes to the efficient and effective operation of a well-run branch by adhering to established processes and guidelines in daily work while doing what is right for the customer and adhering to all applicable compliance directives (policies, procedures, rules, and regulations)
• Actively participate in and support the bank's strategic plan to grow all aspects of the retail bank’s business
• Meet or exceed sales goals through targeted sales activities, identifying customer needs, and offering appropriate products and services
• Owns their career development by consistently working to sharpen existing skills while learning new ones through assigned and self-sourced training, branch coaching and observations, and taking advantage of other learning opportunities as they arise
• Actively attends and participates in bank sponsored events and works to enhance the visibility of the bank and contribute to the growth and acquisition of new customers
Fulfillment Associate
Wal Mart Stores Inc, Store 1345
South Boston, VA
05.200 - Current
- Accepted, processed and filled orders quickly and accurately.
- Operated handheld scanners to track merchandise throughout fulfillment process.
- Kept assigned work areas clean and orderly to promote efficiency and mitigate risk of accidents.
Department Manager
Wal Mart Stores Inc, Store 1345
South Boston, VA
May2008 - Current
- Supervised 2 full-time and 2 part-time employees.
- Worked closely with sales associates to complete tasks.
- Followed safety protocols and company processes and procedures.
- Enforced safety rules and other policies to protect employees and minimize company liability.
- Performed opening and closing duties as part of management team and handled cash management.
- Supported shrinkage and safety awareness, reviewed sales and inventory data, identified trends and prepared reports for management.
- Supervised 2 full-time and 2 part-time employees.
- Cultivated talented team of departmental employees through outstanding mentoring, coaching and teaching skills.
- Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
- Handled day shift overstock, restocking and inventory control.
- Balanced workloads to meet targets without overtaxing employees.
- Utilized excellent math skills to maintain accurate inventory levels.
Customer Service Manager
Wal Mart Stores Inc, Store 1345
South Boston, VA
May2008 - Current
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Assisted customers in making payments on accounts and setting up payment plans.
- Upheld strict quality control policies and procedures during customer interactions.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Reviewed customer account information to determine current issues and potential solutions.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Evaluated and authenticated returns, exchanges and voids.
- Interviewed, hired and trained new quality-focused customer service representatives.
- Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Oversaw and assessed customer service staff activities to provide personnel with regular performance-related feedback.
- Confirmed delivery of orders and troubleshot missed delivery dates, shortages and overages.
- Addressed and mitigated escalated situations to meet organizational objectives and drive customer satisfaction ratings.
- Evaluated employee job performance and motivated staff to improve productivity.
- Responded to in-person and online customers to improve company customer service ratings.
- Secured client retention by driving service and product benefits, features and recommendations around clients' needs.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Assessed departmental operations to determine areas for customer service improvement and support.
- Enhanced customer service procedures and policies to improve support structures company-wide and boost customer satisfaction.
- Recommended improvements to products and services to mitigate complaints.
- Evaluated quality of representatives' phone calls and provided feedback to management.
- Generated reports on KPIs to track and improve key metrics.
- Relayed productive customer feedback to marketing teams.
- Supported operational improvements and resolution of problems to deliver top-notch customer service.
- Decreased process lags by training customer service representatives and planning advanced staff development.
- Led team engaged in delivering assistance to customer service department on daily basis.
Front End Zone Manager
Wal Mart Stores Inc, Store 1345
South Boston, VA
May2008 - Current
- Answered phones to respond to customer inquiries and transfer calls to appropriate staff members.
- Delegated work to employees based on shift requirements, individual strengths and unique training.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Connected with customers daily to understand needs, provide assistance and collect feedback to optimize operations.
- Managed customer complaints and rectified issues to complete satisfaction.
- Resolved customer problems by investigating issues, answering questions and building rapport.
- Delivered consistent training and close mentoring support to front end employees in operations and customer service strategies.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Addressed and welcomed large volume of guests to business per day, improving overall customer service and engagement.
- Managed opening and closing procedures by reconciling sales records and cash transactions with [Software].
- Mentored employees and instructed on management of complicated sales, complex issues and difficult customers.
- Emphasized customer service excellence through ongoing training of front-line team members to improve customer service ratings.
- Promoted store loyalty program to increase customer engagement and drive consistent sales.
- Cultivated professional relationships with guests through active response and dedicated assistance, improving customer retention.
- Controlled cash movements and department expenses to maintain budgetary goals.
- Organized and updated schedules to optimize coverage for expected customer demands.
- Taught junior employees how to meet operational and sales goals with proactive strategies.
- Confirmed transactional data by verifying name and payment information and clearly communicating costs and fees to patrons.
- Conducted job interviews, led employee performance evaluations and rewarded top performers to attract and retain quality personnel.
- Reviewed safety, health and sanitation processes throughout areas and enforced rules to promote security and safety.
- Delivered key administrative support to coworkers, taking on additional tasks during peak times.
- Enhanced sales by implementing merchandising and promotional improvements.
- Cultivated environment focused on customer satisfaction and unparalleled support.
- Maintained detailed and accurate accounting records by overseeing documentation of sales, purchases and requisitions.
- Delegated work to 10 to 40 employees based on shift requirements, individual strengths and unique training.
- Monitored security zones to uphold effective store protection procedures.
- Created and optimized employee schedules for shift coverage.
- Managed Black Friday events without incident while maintaining maximum coverage.
- Raised profits by setting ambitious sales goals for employees, encouraging sales staff, prioritizing customer service and resolving customer issues.
Claims Associate
Wal Mart Stores Inc, Store 1345
South Boston, VA
May2008 - Current
- Supported efficient handling of complex claims and followed up on open, denied or suspended claims to complete required line items.
- Determined liability, compensability and benefits due on each claim.
- Processed grocery and general merchandise claims daily and expertly handled as
- Monitored reports to identify claims issues and worked with adjusters to resolve problems.
- Tracked and reported on patterns of claims and repeat offenders to help eliminate system abuse.
- Provided quality customer service to assigned, insured and claimants throughout claims process to deliver timely service to customers.
- Delivered quality customer service to assigned, insured and claimants throughout entire claims lifecycle to promote service times.
DSD Receiver
Wal Mart Stores Inc, Store 1345
South Boston, VA
May2008 - Current
- Checked in products from each DSD vendor, verifying correct quantities of specified items.
- Built strong working relationships with delivery personnel and other store employees to optimize working conditions and support business success.
- Received product deliveries and supplies from distribution centers and other suppliers.
- Transitioned received DSD products and other merchandise into store and tracked in inventory logs.
- Identified damaged goods received and processed and completed documentation according to defined processes.
- Organized receipt and processing of products received directly from manufacturer for delivery to sales floor.
- Assisted in safe unloading of incoming shipments and verified that incoming material arrived in saleable condition.
- Separated outdated batteries, food and magazines and processed to promote most current products.
- Monitored activities of personnel in receiving area, training new people in proper and safe procedures to protect store's investment.
- Stocked received merchandise in retail area and arranged to promote sales.
- Delivered requisitioned products and supplies to personnel listed and obtained authorized signatures.
- Reviewed work orders to check correctness of deliveries.
- Performed inspections of shipment contents, verifying accuracy against invoices and manifests.
- Compared shipment contents with paperwork to support inventory accuracy and records management.
- Organized storage areas to maximize movement and minimize labor.
- Prepared and processed shipping documents and routed materials and bills of lading.
- Prepared accurate shipping orders and bills of lading to direct and route materials.
- Investigated inventory discrepancies to maintain recordkeeping validity.
- Rejected deliveries containing damaged items or shortages and corresponded with shipper to rectify issues.
- Liaised with vendor representatives to rectify damages and shortages.
Education
Career Studies Certificate - Medical Terminology
Danville Community College
Danville, VA03.2011
Career Studies Certificate - Medical Coding
Danville Community College
Danville, VA03.2011
Career Studies Certificate - Medical Administrative Assistant
Vance Granville Community College
Henderson, NC12.2019
Some College (No Degree) - Licensed Practical Nursing
Southside Virginia Community College
Alberta, VASkills
- Report generation
- Safety methods
- Dependable and reliable
- Report creation
- Mentoring and training
- Workload priorities
Timeline
Financial Services Representative
Carter Bank & Trust
04.2024 - Current
Department Manager
Wal Mart Stores Inc, Store 1345
May2008 - Current
Customer Service Manager
Wal Mart Stores Inc, Store 1345
May2008 - Current
Front End Zone Manager
Wal Mart Stores Inc, Store 1345
May2008 - Current
Claims Associate
Wal Mart Stores Inc, Store 1345
May2008 - Current
DSD Receiver
Wal Mart Stores Inc, Store 1345
May2008 - Current
Career Studies Certificate - Medical Terminology
Danville Community College
Career Studies Certificate - Medical Coding
Danville Community College
Career Studies Certificate - Medical Administrative Assistant
Vance Granville Community College
Some College (No Degree) - Licensed Practical Nursing
Southside Virginia Community College
Fulfillment Associate
Wal Mart Stores Inc, Store 1345
05.200 - Current
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