Senetria Redfearn
Roanoke,TX
Summary
To work in an environment where I can contribute my leadership and development skills while continuing to grow and challenge myself. Passionate about working for a company where career advancement and integrity are a priority.
Overview
19
19
years of professional experience
Work History
Operations Resolution Consultant
LPL Financial
11.2023 - Current
- Act as a liaison with service partners to triage complex inquiries from our Advisors to guide, support and resolve requests on restricted accounts while delivering a world-class client experience
- Provide business partners and advisors with accurate information to resolve issues, and education for future requests
- Support internal and external partners regarding remediation projects, attending meetings, and reviewing and contributing insight on discrepancies reported to Operations to drive the business forward
Service Professional
LPL Financial
01.2022 - 11.2023
- Handle incoming calls from Financial Advisors and internal partners to review and approve documents needed to open various investment accounts
- Take ownership and research complex scenarios while setting expectations for actions needed to resolve the scenario
- Provide world class customer service by focusing on attention to detail and first call resolution
- Route cases to ensure proper processing or escalation of inquiries
Transitional Operations Manager
Continuum Global Solutions
06.2020 - 08.2020
- Managed multiple teams while the company transitioned from one contract to another
- Managed payroll, scheduling, call states, and ensured business goals were met during this time
- Assisted with agent placement on new projects
Senior Supervisor II
Continuum Global Solutions
03.2019 - 06.2020
- Chosen as Special Project supervisor to manage a staff of 15 outbound phone specialists to proactively call new customers and address network, device and/or billing concerns
- Implemented improved processes for optimum customer satisfaction
- Daily compliance review
- Weekly coaching in the areas of Quality, Customer Satisfaction, Calls per Hour and Schedule Adherence to drive performance
Supervisor I
Xerox/Conduent/Continuum Global Solutions
01.2015 - 03.2019
- Company Overview: Acquisition from Sprint
- Support, manage and motivate a staff of 12 to 18 inbound customer service phone specialists to elevate the customer service experience through customer journey discovery and engagement when necessary
- To identify and solve underlying needs of potential churn risk while securing customer loyalty
- Utilize Go Coaching Model to coach and develop specialist to consistently provide one call issue resolution while promoting the Sprint Brand
- Identify call drivers resulting in improved system functions and increased customer satisfaction
- Facilitated weekly meetings to ensure team’s understanding of current business goals
- Acquisition from Sprint
Customer Service Agent
Sprint
01.2006 - 01.2015
- In-bound calls
- Handled complex customer inquiries regarding bill, device, and coverage
- Deescalated angry/upset customers with outside of the box resolutions
- Worked in a fast-paced, multisystem, multi-line environment
- Managed team while supervisor was away
Education
Master Of Criminal Justice - Criminal Justice
UNC At Chapel Hill
Chapel HillSkills
- Active listener
- Complex problem-solver
- Detail-oriented
- Effective time management skills
- Proficient in MS Office
- Self-directed
- Strong critical thinking and analytical skill set
- Strong and effective communicator
- Team player
Timeline
Operations Resolution Consultant
LPL Financial
11.2023 - Current
Service Professional
LPL Financial
01.2022 - 11.2023
Transitional Operations Manager
Continuum Global Solutions
06.2020 - 08.2020
Senior Supervisor II
Continuum Global Solutions
03.2019 - 06.2020
Supervisor I
Xerox/Conduent/Continuum Global Solutions
01.2015 - 03.2019
Customer Service Agent
Sprint
01.2006 - 01.2015
Master Of Criminal Justice - Criminal Justice
UNC At Chapel Hill