Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Languages
References
Timeline
Generic

Roukaya Iverson

Lawrenceville,GA

Summary

Dynamic customer service professional with over ten years of field experience, excelling in client satisfaction and team collaboration. Leveraging effective communication and analytical thinking, I am determined to consistently enhance service delivery and drive operational improvements, ensuring optimal performance and compliance in fast-paced environments. Committed to professional growth and delivering impactful results.

Overview

12
12
years of professional experience

Work History

Customer Service Representative

Travelers Insurance
Alpharetta, Georgia
03.2021 - 06.2025
  • Delivered exceptional telephone-based customer service in a inbound call center environment.
  • Handled inbound inquiries from external and internal business partners through calls, chats, and emails.
  • Demonstrated empathy while resolving client needs efficiently and accurately.
  • Maintained client satisfaction by actively listening and applying product knowledge effectively.
  • Navigated multiple systems simultaneously during client interactions to enhance service delivery.
  • Adapted communication style to ensure positive, consistent, and thorough client experiences.
  • Ensured accurate documentation of information, adhering to defined guidelines and procedures.

Assistant Operations Manager

Gap
Alpharetta, Georgia
01.2017 - 03.2021
  • Recruited, hired, and trained new employees to establish a high-functioning team for store operations.
  • Scheduled weekly employee shifts based on customer traffic and operational needs.
  • Managed workload distribution in alignment with corporate guidelines and staff capabilities.
  • Trained and coached staff on new corporate policies to ensure smooth adaptation to updates.
  • Appraised inventory levels weekly to maintain optimal stock of merchandise and supplies.
  • Oversaw audits to ensure regulatory compliance and adherence to established protocols.
  • Utilized strong interpersonal communication skills to preserve revenue streams and maintain customer satisfaction.

Customer Service Manager

The Cooler Alpharetta Family Skate Center
Alpharetta, Georgia
08.2013 - 08.2017
  • Assessed employee performance to identify training needs and develop plans for reducing process lags.
  • Coordinated departmental schedules, optimizing coverage during peak hours.
  • Collaborated with senior leadership to enhance customer service processes and procedures.
  • Managed team productivity and workflow, consistently meeting or exceeding quality service goals.

Education

Some College (No Degree) - English Literature

Kennesaw State University
Kennesaw, GA

Some College (No Degree) - Mass Communication

Toccoa Falls College
Toccoa Falls, GA

Skills

  • Effective communication skills
  • Client-focused with business insight
  • Analytical thinking and proactive approach
  • Team collaborator, encourages constructive feedback
  • Knowledge transfer and skill application
  • Driven and solution-focused mindset
  • Inquisitive and determined to pursue professional development

Affiliations

  • Plant enthusiast
  • Avid reader
  • Fiber artist
  • Basketball and football sports fan

Accomplishments

  • Received multiple Travelers, "In-Synch Award," which honors employees who excel in collaboration and teamwork. Recipients are celebrated for their effort, sharing knowledge and fostering a cooperative work environment that boosts productizing and innovation.
  • Received multiple R.A.V.E. Reviews (Recognizing A Valued Employee) while at Travelers. Highlighting "impressive knowledge and efficiently gathered all necessary information to ensure the entire process is seamless for the agent."
  • Was promoted multiple times within Gap Inc. starting from sales associate to assistant store manager.

Languages

English
Professional

References

References available upon request.

Timeline

Customer Service Representative

Travelers Insurance
03.2021 - 06.2025

Assistant Operations Manager

Gap
01.2017 - 03.2021

Customer Service Manager

The Cooler Alpharetta Family Skate Center
08.2013 - 08.2017

Some College (No Degree) - English Literature

Kennesaw State University

Some College (No Degree) - Mass Communication

Toccoa Falls College

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