ROSALIND Y. BANKHEAD

**** **. ****** ****

Lithia Springs Georgia, 30122

acthtc@r.postjobfree.com

770-***-****

CAREER SUMMARY

Superior customer relations experience with proven ability to master high call volume and provide one call resolution combined with excellent training and coaching skills. Have been instrumental in restoring important accounts, thereby continuing to maximize profits.

Personal assets are strong problem-solving, analytical and technical skills along with the ability to multi-task effectively. Strong work ethic which was developed during time spent in military service as a computer operator. Recognized by management for my accuracy, efficiency and reliability.

PROFESSIONAL EXPERIENCE

PARAMOUNT STAFFING Atlanta, GA 12-2014 – PRESENT

Contractor

Manage calendars and make travel, meeting and event arrangements

Process all change orders as needed from Project Manager

Process and disburse all expenses for subcontractors

Maintain relationships with clients and ensures client's needs are met

Ensure that all time cards are submitted in a timely manner

Prep for and prepare weekly payroll operations through ADP

Prepare, update and maintain all invoicing to clients

Reconcile invoices to contracts

Underwrite service contracts received from various channels of business

Establish direct communication with agents to obtain missing information or

payments needed to process contracts

Team with internal departments to resolve internal rate issues or system issues

preventing processing of new business

VERIZON TELEMATICS Atlanta, GA 06-2013 – 05-2014

Senior Coordinator/Dealer Technical Support

Demonstrated the ability to learn complex systems/processes quickly

Demonstrated ability to organize and correlate data for system resolution and analysis

Experienced working with technical teams during time sensitive/issue resolution incident management

Understanding of cellular network technology, telecommunications industry, or telematics

Ability to analyze data and software functionality to find root causes of issues

Above average proficiency in computer skills including extensive experience with MS Office

Handled a variety of recurring and non-recurring special assignments

Communicated to internal and external business partners for changes and incidents

Responded to ad-hoc questions and requests on a daily basis

Extensive experience in CRM and Siebel

EDVOYLES HONDA Marietta, GA 10-2011 – 06-2013

Warranty Assistant/Scheduler

Coded over 100 warranty and recall work to Honda America weekly for

payments of thousands of dollars

Scheduled several hundred service work orders in the service department weekly

Upsold additional needed services to customers generating outstanding revenue

Served as lead scheduler providing training and coaching to call center

Wrote up and closed out service tickets as needed

Documented service issues and track progress of customers service from start to finish

Advised customers on the care of their cars and the value of maintaining their vehicles

BAYER AUTOMOTIVE GROUP Lithia Springs, GA 09-2010 – 05-2011

Part time Support Assistant

Directed thousands of customers and calls to the appropriate department and sales reps

Answered basic customer inquiries and referred more extensive inquiries to the appropriate personnel

Greeted showroom customers and determine the nature of their visit

Processed credit card and refund transactions

Worked on special projects as needed

STAYONLINE Atlanta, GA 11-2004 – 03-2010

Report Analyst/Trainer Lead

Analyzed and generated call center reports, regarding call volumes, call patterns and trends

Provided training and support to our internal and external customers on Customer Reporting System

Provided monthly reports for internal and external customers

Coached, developed and performed evaluations of support staff

Coordinated and followed up with hospitality industry on new technical devices for hotels

Liaison between customer and department to make sure that all needs were met in a timely manner

Gathered data from Microsoft CRM

Technical Support/Customer Service Rep

Responded to a high volume of inbound customer calls ranging from 70 to 100

Determined nature of the incidents then would troubleshoot, if needed escalated tickets to Tier 2 in a timely manner

Ensured all incidents were logged and documented within the incident tracking program(CRM)

EDUCATION/TRAINING

SAVANNAH STATE UNIVERSITY

BACHELOR OF BUSINESS ADMINISTRATION

Completed partial requirement for Oracle DBA Certification

Oracle 9i Forms Builder 10g-PL/SQL-SQL, Oracle manual database creation

Internet Explorer, Windows XP, Windows 7 Microsoft: Project, Outlook

Excel, PowerPoint, Access, Word QuickBooks, Microsoft CRM

Verso, Salesforce Siebel / OBIEE AS400

ADDITIONAL EXPERIENCE

Gather and review data to determine if service contracts and/or extended warranties for on and off road vehicles can be insured to an individual or organization. Analyze and provide feedback on text, web pages, images and other types of information for Google, using an online tool.

Arranged transportation service for Medicaid members who lived in the designated Georgia and Louisiana areas. Created various forms, invoices and generated reports for a medical practice for over two years. Provided software training and support to customers for the bail bonds industry as well as developed, coordinated and facilitated team building events for an entire department that consisted of over 100 employees, making sure to stay within to below budget.

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