Waldine T. Pardieu
Greenacres,USA
Summary
Accomplished leader with a proven track record in enhancing customer satisfaction and team performance through effective communication and training. Proficient in Microsoft Office and staff management, consistently driving quality assurance and customer retention. Demonstrates professional integrity and an innovative mindset, achieving significant results in dynamic environments.
Overview
11
11
years of professional experience
Work History
VIRTUAL PHONE AND DIGITAL/SMS CUSTOMER SERVICE MANAGER
Wayfair
07.2020 - Current
- Supervised performance and development of a team comprising 12-18 consultants.
- Coordinated team of consultants handling customer inquiries related to post-order issues including returns, replacements, and delivery status.
- Offered comprehensive coaching to help consultants meet customer satisfaction and resolution targets.
- Executed thorough call monitoring to ensure service standards.
- Participate actively in disciplinary processes and termination procedures.
- Collaborated with Human Resources and senior leaders to resolve employee concerns.
- Evaluated applicants and suggested top candidates for employment.
- Examined historical data to identify performance gaps.
- Mentored individuals preparing for Leadership Exploration initiative.
VIRTUAL CUSTOMER SUPPORT SPECIALIST
Hertz Corporation
05.2018 - 03.2020
- Supported and cooperated with Team Leader.
- Coordinated activities of up to 60 agents across multiple locations including home, Phoenix, and OKC.
- Enhanced team's performance through motivation and skill growth.
- Drove consistent sales growth across target markets.
- Handled challenging situations by implementing effective solutions.
- Assessed and approved conversion rates.
- Developed comprehensive SOPs and guidelines for agents.
- Led online refreshment courses facilitated through WebEx.
- Generated detailed reports on timekeeping accuracy and adherence.
VIRTUAL CUSTOMER REPRESENTATIVE (MENTOR)
Hertz Corporation
11.2017 - 05.2018
- Managed client interactions skillfully to enhance overall experience.
- Supported onboarding of new agents via virtual calls.
- Assisted in conducting training sessions.
- Enhanced system reliability through effective problem-solving.
- Used approved scripts to de-escalate angry customers during telephone interactions.
VIRTUAL CUSTOMER SERVICE REPRESENTATIVE
Hertz Corporation
04.2017 - 11.2017
- Delivered consistent service to customers on a day-to-day basis.
- Drafted rental agreements efficiently.
- Promoted additional coverages and insurances through persuasive communication.
- Created detailed reports for customer service related issues.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
ASSISTANT BRANCH MANAGER
Hertz Corporation
01.2017 - 04.2017
- Contributed to onboarding and professional development initiatives for Management Trainees.
- Directed optional sales program offerings to customers.
- Managed optimization of fleet operations through strategic rate assessments.
- Generated detailed reports on business metrics with an emphasis on accuracy and timeliness.
- Collaborated with Branch Manager to ensure accurate financial reporting.
- Identified opportunities for improvement within the branch environment and implemented solutions accordingly.
- Created financial management mechanisms to minimize financial risk to business.
- Conducted performance reviews, monitored employee goals, and provided feedback and coaching as necessary.
- Maintained a positive relationship with customers by responding promptly to inquiries or complaints.
- Recruited new staff members through job postings and conducting interviews.
MANAGER ASSOCIATE
Hertz Corporation
05.2014 - 01.2017
- Conducted productive sales calls to drive business growth.
- Oversaw account development processes.
- Managed day-to-day administrative functions at the branch.
- Oversaw daily operations, maintaining efficiency and quality standards.
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
Education
MASTERS OF BUSINESS ADMINISTRATION - HUMAN RESOURCES
Nova Southeastern University
01.2021
BACHELOR OF SCIENCE - CRIMINAL JUSTICE ADMINISTRATION
University of Phoenix
01.2019
Skills
- Professional Integrity
- Adaptable to Feedback
- Effective Communication
- Training Expertise
- Performance Coaching
- Skilled in Microsoft Office
- Experienced with Google Workspace
- Innovative Mindset
- Consistently Dependable
- Effective Organizer
- Organizational Time Management
- Collaborative Team Member
- Quick Learner
- Goal-Oriented
- Technical support
- Customer retention
- Quality assurance
- Staff management
Timeline
VIRTUAL PHONE AND DIGITAL/SMS CUSTOMER SERVICE MANAGER
Wayfair
07.2020 - Current
VIRTUAL CUSTOMER SUPPORT SPECIALIST
Hertz Corporation
05.2018 - 03.2020
VIRTUAL CUSTOMER REPRESENTATIVE (MENTOR)
Hertz Corporation
11.2017 - 05.2018
VIRTUAL CUSTOMER SERVICE REPRESENTATIVE
Hertz Corporation
04.2017 - 11.2017
ASSISTANT BRANCH MANAGER
Hertz Corporation
01.2017 - 04.2017
MANAGER ASSOCIATE
Hertz Corporation
05.2014 - 01.2017
MASTERS OF BUSINESS ADMINISTRATION - HUMAN RESOURCES
Nova Southeastern University
BACHELOR OF SCIENCE - CRIMINAL JUSTICE ADMINISTRATION
University of Phoenix
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