Customer Service Sales

Rhonda E. Talton

**** ******** **** ******* ******: 678-***-****

Douglasville, GA 30134 Email: ******.******@*****.***

QUALIFICATIONS SUMMARY

Results oriented professional with 10+ years of experience in customer

service; proven track record of significant improvements in productivity,

quality, and customer satisfaction while reducing costs, lowering turnover,

and maintaining a positive work environment; confident, motivational leader

and decision-maker. Expertise includes:

. Training documentation and delivery

. Subject Matter Expert: Customer Service Operations

. Coaching and Development

. Oral and Written Communication

Software: MS Word, MS Excel, MS PowerPoint

Career History

Zep, Inc (formerly Acuity Specialty Products) 2002-2008

Training Manager

. Conducted new hire and ongoing training classes for call center reps

. Maintained goal of new hire average call monitoring scores at or above

85% during the first 90 days of employment and call center recap test

scores at 90% or better

. Created and promoted a voluntary training program to increase

product knowledge skills

. Created and instructed training classes for various customer service

related topics such as phone etiquette and up-selling tactics

. Designed and implemented the Source Book for referencing policies and

procedures for all

U.S. customer service representatives

. Participated in Six Sigma projects to improve customer service

processes

. Wrote and revised procedural documentation for customer service

policies and procedures.

. Improved customer service survey satisfaction results through

collaborative training efforts

Supervisor

. Supervised staff of 20+ employees

. Interviewed, hired and trained customer service representatives

. Assessed needs for skill development and growth

. Coached and developed customer service staff to meet quality

expectations

. Assisted in the development of and managed start up team (Business

Action Team) designed to support floor staff with non-call activity

. Created documentation for implemented processes

. Developed and implemented customer service promotions for up-selling

. Processed employee payroll

. Recorded daily statistics for visual management system

. Functioned as Operational Supervisor

Team Lead

. Supervised team of 15+ call center reps

. Identified problems and suggested solutions

. Developed CSR weekly product training

. Supported entire center as the "go to" lead for questions and

escalations

. Interviewed and trained customer service representatives

. Collaborated with management to develop "best practices"

Team Elite Representative

. Supported top sales reps by handling escalated issues, sensitive

orders and administrative tasks.

. Interacted with various departments to achieve problem resolution

for customer satisfaction

. Served as a liaison between sales reps and management to foster

development of quality solutions

. Trained new customer service representatives and new members to Team

Elite

Sales Support/ Customer Service Representative

. Exercised exceptional versatility with the ability to successfully

multi-task in a high pressure environment

. Trained new customer service representatives

. Delivered excellent customer service via inbound and outbound call

activity as well as other communication media

. Answered 80 inbound call inquiries daily

The Hart Group 2001

Account Executive/Recruiter

. Recruited executive level individuals for direct placement

opportunities throughout the country

. Developed business contacts through cold calling major company leaders

Express Personnel Services 2000-2001

Personnel Supervisor

. Recruited and hired individuals for temporary and permanent

placement for administrative customer service, light industrial and

professional positions

. Conducted employee testing

. Coached potential employees on methods to increase skills

Dixie Staffing Services 1999-2000

Staffing Coordinator/Sales

. Recruited employees for light industrial and administrative positions

. Processed employee daily payroll

. Dispatched day labor employees to job sites

. Conducted daily client calls maintain business relationship and

determine labor needs

. Maintained inventory of office supplies and employee uniforms

. Cold called area businesses for sales opportunities

Education

Oglethorpe University, Atlanta, GA 1984-1988

Bachelor of Arts: Business Administration/Behavioral Science

References and career history before 1999 available upon request

Contact this candidate