Customer Service Operations Manager

RF

RAYONNA FOSTER

***********@*****.*** 501-***-**** Littlerock, AR 72205

Results-driven Management professional with 4 years of experience in operations, production management, organizational development and team building within diverse industries. Highly adept in planning, coordinating and executing successful production strategies. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Revenue Generation

Staff Training

Customer Service

Employee Motivation

Performance reporting

fleet dispatcher

microsoft office/excel

invoice processing

conflict mediation

Payroll adminstrator

Greater Little Rock Transportation Little

Rock, AR

Operations Manager

05/2018 - 01/2023

Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.

Implemented policies and standard operating procedures and managed quality, customer service and logistics.

Recruited, hired and trained crew members on application of projects, customer relations and customer service.

Oversaw financial management, budget management, accounting and payroll activities.

Measured and reviewed performance via KPIs and metrics. Supported accident investigations and prepared related paperwork. Addressed customer concerns with suitable solutions. Collected customer fees, managed refunds and provided complete sales documentation.

Responded to information requests from superiors, providing specific documentation.

Anticipated and tracked operational and tactical risks to provide strategic solutions.

Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.

Greater Little Rock Transportation Little

Rock, AR

Call Center Dispatcher

02/2016 - 05/2018

Answered user inquiries regarding computer software and hardware operation.

Utilized various software systems to facilitate movement, planning and scheduling.

Kept detailed and updated records of calls in physical and electronic Summary

Skills

Experience

databases.

Identified locations and needs of callers to accurately send assistance. Reported delays, accidents or other traffic and transportation situations. Recorded complaints and discussed possible solutions with customers to prevent negative word of mouth.

Tracked changes in computer system to keep records current and accurate. vacation, tour, & Travel Conway, AR

Customer Service Representative

01/2013 - 08/2013

Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions. Answered inbound calls, chats and emails to facilitate customer service. Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions. Consulted with customers to resolve service and billing issues. Upheld quality control policies and procedures to increase customer satisfaction.

Fielded customer complaints and queries, fast-tracking for problem resolution.

Made outbound calls to obtain account information. Mcclellan Magnet High School Little Rock, AR

High School Diploma

05/2013

Education and Training

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