Roshawna Pack
Sumter,SC
Summary
- Seeking a challenging yet rewarding role where I can use my years of experience providing fast, accurate, and empathetic support to a wide range of customers.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Long Term Substitute
Sumter Career and Technology Center
Sumter, SC
08.2025 - Current
- Implemented lesson plans to ensure consistent educational delivery across various subjects.
- Adapted instructional strategies to meet diverse student needs and learning styles.
- Collaborated with teachers to maintain classroom management and discipline standards.
- Provided support during assessments, ensuring a fair and organized testing environment.
- Engaged students through interactive activities to enhance participation and understanding.
- Developed positive relationships with students, fostering a supportive learning atmosphere.
Manager
Hibbetts Sports
Sumter, SC
02.2024 - Current
- Streamlined operational processes, enhancing efficiency and reducing lead times.
- Mentored staff, fostering professional growth and improving team performance.
- Implemented strategic initiatives to optimize resource allocation and cost management.
- Led cross-functional teams to drive project success and achieve organizational goals.
- Managed and motivated employees to be productive and engaged in work.
- Analyzed performance metrics, identifying areas for improvement and implementing corrective actions.
Customer Service Agent for Bank of America
Teleperformance
Columbia, SC
01.2024 - 07.2024
- Managed high-volume of inbound and outbound customer calls.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Maintained strong call control and quickly worked through scripts to address problems.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Resolved customer complaints quickly and efficiently.
Customer Service Representative
Foundever/Bank of America
Sumter, SC
01.2023 - 02.2024
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Customer Service Representative
VXI GLOBAL SOLUTIONS-Remotely
Los Angeles, CA
03.2021 - 06.2023
- Handled customer complaints in a professional manner while seeking solutions that met their needs.
- Assisted customers with setup and installation of Apple products.
- Demonstrated how to use the full range of features available on Apple products.
- Maintained a comprehensive knowledge of current Apple products and services.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Education
High School Diploma -
Lee central
Bishopville, SC08.2007
Skills
- Team Oriented
- Leadership
- Adaptable
- Problem-solving abilities
Certification
Workeys available upon request
- Customer Service Representative Certificate
Timeline
Long Term Substitute
Sumter Career and Technology Center
08.2025 - Current
Manager
Hibbetts Sports
02.2024 - Current
Customer Service Agent for Bank of America
Teleperformance
01.2024 - 07.2024
Customer Service Representative
Foundever/Bank of America
01.2023 - 02.2024
Customer Service Representative
VXI GLOBAL SOLUTIONS-Remotely
03.2021 - 06.2023
High School Diploma -
Lee central
Personal Information
Work Permit: Authorized to work in the US for any employer
References
Available upon request