Vondra Reed
Performance Coach
Florissant,MO
Summary
An experienced and dedicated Customer Service Executive seeking to utilize proven customer service, problem-solving skills, and product knowledge to provide exceptional service to customers and exceed expectations. Committed to optimizing customer engagement and growing loyalty through tailored experiences and thoughtful solutions. Highly organized and efficient in a fast-paced environment, communicating effectively at all organizational levels, with clients and stakeholders. Demonstrated to build trusting relationships. Thinks critically, solve problems, plan and organize activities and deliver excellent customer service.
Overview
25
25
years of professional experience
Work History
Customer Care/ Claims Supervisor
American Water Resources/ Oncourse Home Solutions
08.2015 - 03.2023
- Supervised day-to-day front-end operations of busy customer care department
- Coached, developed, mentored and trained front-line staff
- Managed daily performance expectations and goals
- Implemented ambitious customer satisfaction goals to better enable Customer Specialist and improve overall customer experience
- Collaborated with Workforce Management, Quality Assurance, IT Services and Field Contractors along with training department for driven results in Sales, Employee and Customer Retention, Customer Relations.
- Built talented teams of 12-15 claims administrators dedicated to timely and compliant resolutions.
Team Lead/Supervisor
Convergys
05.2013 - 08.2015
- Focused on customer growth and satisfaction
- Improved customer loyalty and retention by designing custom experiences and personally engaging with customers
- Monitored Call Quality of agents to ensure all required talking points and probing questions were presented accordingly
- Review of VOC stats- Provided feedback from Voice of the Customer to front-line team for coaching and development.
- Directed and supervised team of 11-15 engaged in strong customer service interaction and account resolution in addition to professional development.
Sales Agent
Marcone Supply
02.2011 - 05.2013
- Established professional and friendly relationship with existing customers and potential customers
- Served inbound calling customers by up-selling products and meeting customers needs
- Resolved customer complaints or inquiries
- Keep high level of knowledge about existing products and services.
- Adjusted sales scripts to better target needs of specific individuals, boosting sales by 25%.
Unit Manager
GC Services
03.1998 - 01.2010
- Oversee and managed daily operations of business unit
- Monitored and analyzed key performance indicators to identify areas of focus for improvement
- Lead and supervised team of employees, providing guidance and support
- Developed and implemented strategies to achieve business goals and objectives.
- Evaluated employee performance regularly for professional growth opportunities, accountability measures, and feedback-driven improvement strategies.
- Ensured compliance with regulations and standards through regular audits, staff education, and policy updates.
- Resolved conflicts among team members quickly to maintain positive working environment conducive for continued excellence in patient care.
- Mentored new hires during orientation periods for seamless integration into team while maintaining high-quality customer care standards.
Education
Some College (No Degree) - Human Services
Florissant Valley Community College
St Louis, MOSkills
- Developed Team Lead On-boarding training, procedures and checklist
- Created Positive Peer Partners to work with new hires/employees
- Established and overseer of Next Level Agents- Identified strengths and provided support to agents seeking to advance skill sets
- POC for Work from Home staff- developed guidelines for telecommuting assignments
- Office Manager at onsite location March 2020-September 2022
- Coordinator of inspirational office makeover pre and post COVID
- First Aid Safety Certified/CPR
- Mental Health First Aid Responder
- Coordinate hiring blitz onsite
- Work with YOH Staffing for virtual hiring event
Timeline
Customer Care/ Claims Supervisor
American Water Resources/ Oncourse Home Solutions
08.2015 - 03.2023
Team Lead/Supervisor
Convergys
05.2013 - 08.2015
Sales Agent
Marcone Supply
02.2011 - 05.2013
Unit Manager
GC Services
03.1998 - 01.2010
Some College (No Degree) - Human Services
Florissant Valley Community College
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