Rosetta Walton
Atlanta,Georgia
Summary
Results-driven operations leader experienced in staffing, scheduling, service recovery, and vendor coordination within complex customer-facing environments. Delivers consistent results through hands-on support, process improvement, and compliance oversight. Achieves enhanced performance by building accountable teams and coordinating stakeholder needs, while ensuring operational efficiency and customer focus across multi-site locations.
Overview
29
29
years of professional experience
Work History
Sales Representative
DIRECT DEMO, LLC (Qunol/Zena)
Atlanta, GA
02.2022 - 04.2026
- Delivered tailored sales presentations that highlighted product benefits and directly addressed client needs.
- Provided clear communication, service recovery, and issue resolution to support customer satisfaction and sales outcomes.
- Supported high-volume customer engagement through live product demonstrations in fast-paced retail settings.
- Adjusted messaging and service approach to align with diverse customer needs, ensuring brand standards were upheld.
- Coached junior sales staff on customer engagement best practices and effective relationship building techniques.
- Improved sales process flow through initiatives that increased efficiency and overall productivity.
Owner / Operator (General Manager Function)
VALET TRASH PRO
01.2018 - 12.2022
- Led all operational, staffing, scheduling, and service delivery functions for a multi-client service operation
- Oversaw daily operations, ensuring compliance with safety regulations and quality standards.
- Ensured consistent execution of procedures across shifts and locations
- Established efficient route planning for waste collection, enhancing service delivery and customer satisfaction.
- Acted as escalation point for customer concerns, resolving issues promptly to uphold service commitments and customer satisfaction.
- Conducted performance and cost analysis resulting in increased profitability and a 50% reduction in service overages and penalties
- Developed staffing plans and trained employees while enforcing attendance standards and ensuring safety compliance to enhance operational effectiveness.
- Implemented training programs that improved employee performance and operational efficiency, fostering a culture of continuous improvement.
- Mentored team members in best practices for waste management and customer interaction.
Customer Service Agent
ALASKA AIRLINES
03.2022 - 06.2022
- Managed customer recovery during delays, cancellations, and misconnections, ensuring seamless rebooking and maintaining customer trust
- De-escalated high-stress customer situations, upholding brand standards and ensuring smooth operational continuity
- Enhanced customer satisfaction through proactive communication, facilitating swift resolutions to inquiries and issues
- Managed reservation systems to ensure accurate bookings and modifications.
- Executed daily airport operations at ticket counter, gate, ramp, and special services functions.
- Coordinated inbound and outbound flights while maintaining safety, security, and FAA compliance standards
PROGRAM, LEARNING REGISTRATION SPECIALIST
GIRL SCOUTS OF WESTERN WASHINGTON
10.2019 - 04.2020
- Streamlined registration workflow by implementing automated systems, achieving faster processing times and enhancing user experience
- Processed registration applications using CRM software to ensure accurate member data entry
- Supported high-volume customer service operations for registrations, payments, refunds, and confirmations, ensuring timely and accurate processing for participants
- Utilized Salesforce, Outlook, Smartsheet, and CRM tools to manage workflows and resolve inquiries
- Coordinated cross-departmental communication to improve participant engagement and satisfaction through effective information sharing
- Partnered cross-functionally to coordinate events, schedules, and service delivery
COMMUNITY MANAGER
THRIVE COMMUNITIES, INC.
05.2018 - 12.2018
- Achieved 78% occupancy within four months by improving service delivery, responsiveness, and resident engagement
- Enhanced community engagement through targeted outreach programs and social media strategies that fostered resident involvement.
- Developed and executed initiatives to enhance resident satisfaction and foster positive relationships.
- Organized events that strengthened community ties and increased participation from diverse demographics.
- Managed daily operations of a 126-unit residential community with full responsibility for staffing, customer service, and operational performance
- Resolved customer escalations, coordinated with vendors, and enforced policies to ensure safety and uphold service quality.
Property Manager / Assistant Manager (Float)
PACIFIC CREST REAL ESTATE, INC.
10.2014 - 10.2016
- Completed three successful lease-ups and maintained occupancy rates above 98%
- Managed property operations, ensuring compliance with local regulations and company policies.
- Managed multi-site operations, ensuring effective staffing, scheduling, customer service, and vendor coordination.
- Supervised maintenance staff, coordinating repair and improvement initiatives to elevate tenant satisfaction.
- Conducted property inspections, identifying issues and implementing resolutions to maintain property standards.
- Responded to escalated customer concerns while maintaining service standards and compliance
Real Estate Service Administrator / Coordinator
CBRE, INC.
08.2007 - 12.2012
- Managed service requests, ensuring timely resolutions that maintained high customer satisfaction.
- Coordinated maintenance schedules, optimizing operational efficiency across facilities.
- Supported large-scale commercial operations with a focus on customer service, compliance, and reporting
- Assisted leadership with operational audits and financial reporting, enhancing service performance tracking.
- Achieved 100% audit score in Environments for Excellence assessment in 2011
- Trained new employees on company procedures and software systems, contributing to their rapid integration into the team.
- Conducted periodic audits of service records for accuracy, ensuring compliance with company standards.
- Organized regular team meetings for better communication, fostering a positive work environment conducive to productivity.
Customer Service Agent / Gate Agent /Airport Ramp Agent
US AIRWAYS EXPRESS (US AIRWAYS Subsidiary)
07.1997 - 01.2003
- Managed customer recovery during delays, cancellations, and misconnections, ensuring timely rebooking and maintaining customer satisfaction.
- Coordinated inbound and outbound flights while maintaining safety, security, and FAA compliance standards
- Resolved customer inquiries efficiently through multiple communication channels, enhancing satisfaction and loyalty.
- Investigated and resolved customer inquiries and complaints efficiently, contributing to improved customer satisfaction.
- De-escalated high-stress customer situations while protecting brand standards and operation
- Supported daily airport operations across ticket counter, gate, ramp, and special services functions
- Assisted with training and mentoring new CSAs to ensure consistency with procedures and service expectations
Education
Business Management
Green River Community College
Auburn, WABanking & Business Management
Cuyahoga Community College / Greater Cleveland Growth Association
Cleveland, OHSkills
- Vendor, Station & Stakeholder Coordination
- Sales presentations
- Stakeholder engagement
- CRM systems
- Product demonstrations
HONORS & ACHIEVEMENTS
Achieved 100% score on CBRE Environments for Excellence Audit (2011)
Timeline
Customer Service Agent
ALASKA AIRLINES
03.2022 - 06.2022
Sales Representative
DIRECT DEMO, LLC (Qunol/Zena)
02.2022 - 04.2026
PROGRAM, LEARNING REGISTRATION SPECIALIST
GIRL SCOUTS OF WESTERN WASHINGTON
10.2019 - 04.2020
COMMUNITY MANAGER
THRIVE COMMUNITIES, INC.
05.2018 - 12.2018
Owner / Operator (General Manager Function)
VALET TRASH PRO
01.2018 - 12.2022
Property Manager / Assistant Manager (Float)
PACIFIC CREST REAL ESTATE, INC.
10.2014 - 10.2016
Real Estate Service Administrator / Coordinator
CBRE, INC.
08.2007 - 12.2012
Customer Service Agent / Gate Agent /Airport Ramp Agent
US AIRWAYS EXPRESS (US AIRWAYS Subsidiary)
07.1997 - 01.2003
Business Management
Green River Community College
Banking & Business Management
Cuyahoga Community College / Greater Cleveland Growth Association