Customer Service Supervisor
Resume:
LaRonda Bryant
Fredericksburg, VA 22405
*********@***.***
SUMMARY
Dedicated, mission oriented professional. Demonstrated strong leadership
talents with an exceptional record of providing superior customer service.
Achieved exemplary results using effective written communication and
interpersonal skills. Strong project management and organizational skills;
assist in overseeing projects from conception to completion within time,
budget and resource parameters. Demonstrated problem solving, critical
thinking, and conflict resolution skills. Highly self-motivated, energetic,
adaptable and enthusiastic. Highly proficient in office automation duties
using Microsoft Word, Excel, Access, QuickBooks, faxing and copying.
EXPERIENCE
March 2010 - Present, Scheduling Coordinator, BMW of Sterling, 21826
Pacific Blvd, Sterling, VA 20166; Supervisor: Brian Latimer, 571-***-****
ext:1103, Hours Per Week 40
Perform scheduling responsibilities; utilize established telephone scripts
to conduct thorough customer needs assessment while obtaining client,
vehicle, and service information. Schedule service visits, prepare repair
orders, and maintain current customer information. Review and monitor
teleservice requests; contact customers regarding service, warranty, and
recall recommendations.
September 2007 - March 2010, Scheduling Coordinator, BMW of Fairfax, 2805
Old Lee Hwy, Fairfax, VA 22031; Supervisor: Shawn Emanuel, 240-***-****,
Hours Per Week 40-45
Perform scheduling responsibilities; utilize established telephone scripts
to conduct thorough customer needs assessment while obtaining client,
vehicle, and service information. Schedule service visits, prepare repair
orders, and maintain current customer information. Review and monitor
teleservice requests; contact customers regarding service, warranty, and
recall recommendations. Coordinate with local car rental agency to ensure
vehicle availability and communicate customer needs. Maintain
accountability for training new employees within the service department on
telephone protocol and procedural requirements. Received, analyzed and
distributed department correspondents. Earned reputation for exceptional
consistency, performance, and customer service talents
June 2007 - September 2007, Cashier Manager, BMW of Fairfax, 2805 Old Lee
Hwy, Fairfax, VA 22031; Supervisor: Shawn Emanuel, 240-***-****, Hours
Per Week 30-40
Provided comprehensive oversight of all service center cashier transactions
to include monitoring all transactions and ensuring the accurate
reconciliation of monies. Utilized internal processing program and Excel to
input and track cash, credit, and check figures into the appropriate
account. Performed regular audits to identify and reconcile account
discrepancies. Monitored and tracked cashier performance; trained new
cashiers and ensured observance of procedural objectives. Partnered with
accounting department to implement new cashiering processes and provided
ongoing coaching to reduce cashier generated errors.
Commended for outstanding organization measures and for consistently
completing responsibilities accurately and ahead of schedule. Played in a
key role in maintaining financial integrity by continually assessing
procedural inefficiencies and collaborating with the accounting team to
implement improved procedures
August 2006 - June 2007, Administrative Assistant, Quality Services Moving,
10595 Furnace Road, Lorton, VA 22079; Supervisor: Ann Bretzke, (703) 495-
8900 ext:216, Hours Per Week 40-45
Managed Access database of military files, creating and updating long-
distance files and documenting accounts payable using QuickBooks Pro2005.
Maintained databases and files ensuring updated, organized, and current
information. Prepared daily documentation, materials lists, and
instructions for site crews. Reviewed outgoing correspondence, processed
monthly credit card invoices, and completed filing. Coordinated with sales
department to ensure completion of critical reporting and documentation.
Prepared daily crew binders and other documentation, including military
long-distance materials for truck drivers. Answered and directed telephone
calls. Conducted daily surveys to get customer feedback and ensure
satisfaction. Worked closely with delivery vendors and their customers to
schedule delivery dates and times. Trained new employees to contact
delivery vendors and obtain and information to setup customer deliveries.
Instrumental in increasing productivity by applying advanced organizational
skills to ensure all tasks are completed on time.
May 2006 - August 2006, Payroll Regulatory Compliance Clerk, Quality
Services Moving, 10595 Furnace Road, Lorton, VA 22079; Supervisor: Ann
Bretzke, 703-***-**** ext:216, Hours Per Week 40-50
Managed payroll for more than 100 employees and administered benefits plans
for eligible employees. Coordinated with administrative department and
operations manager to process pay sheets and pay crew members using
Timecentre payroll program. Created and updated payroll and human resources
spreadsheets to ensure accuracy of human documentation and up-to-date
records. Filed payroll records for each period and completed new employee
documentation. Answered questions for employees about pay check
discrepancies and wrote memos giving full explanations. Maintained company
handbooks, policies, procedures, and manuals, and kept employees informed
of company's policies and procedures. Managed fleet documents, ensuring
compliance. Successfully trained and coached replacement prior to
departure. Demonstrated calm, friendly demeanor when dealing with escalated
employee concerns and going the extra mile to assist all levels of staff.
Consistently completed tasks with high accuracy and attention to detail.
August 2003 - April 2006, Library Technician Assistant, Perry Library Old
Dominion University, 4427 Hampton Blvd, Norfolk, VA 23529, Supervisor:
Celeste Deloatch, 757-***-****, Hours Per Week 20-25
Assisted faculty with full spectrum of library functions to include
disseminating information and assisting patrons in locating media and
materials. Provided key assistance with computerized library system.
Maintained and employed knowledge of proper library protocols and directed
patrons to appropriate faculty members for assistance. Collected, sorted
and shelved materials by call numbers. Managed schedules for study rooms
and maintained the usage log. Answered telephone calls and recorded
messages.
October 2000 - July 2002, Senior Store Associate, Army / Airforce Exchange
Service, 6050 Gorgas Road, Ft. Belvoir, VA 22060, Supervisor: Donna
Herbert, 703-***-****, Hours Per Week 25-30
Performed a wide range of customer service and operation activities to
include general reception and operating intercom and telephone system.
Monitored authorized access to the facility by verifying identification.
Responded to information requests from customers. Processed cash register,
credit card, check and cash transactions, maintaining daily cash flow
exceeding $5K. Trained new employees on all aspects of operations.
Evaluated trainees and reported progress to floor supervisor.
EDUCATION
Bachelor of Science in Psychology (2006)
Old Dominion University, Norfolk, VA
High School Diploma (2002)
Mount Vernon High School - Alexandria, VA
PROFESSIONAL ASSOCIATION
Member, Association of Psychology Students (04/2004 to 05/2006)
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