Appointment Setter Call Center
Resume:
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Text Sign Date Cross Check = Circle Imac
Ronda Heard
916-***-**** ***************@*****.***
Team Partner — Performance that Exceeds Expectations
Motivated team player offering proven performance in team environments, mediation, call center supervision, caseload
management, customer service and brand ambassador awareness. excel in demanding and uniquely challenging
environments while providing organizational peace of mind in getting a job done right. Key competencies include:
© Reliable/Dependable/Loyal e High Integrity
e@ Detail Oriented e Requires minimum of supervision
e Lifelong learner/coachable @ Problem solver
@ Microsoft Office Suite © Goal Oriented/Competitive
e@ Time manager @ Team player/gets along well with others
e Superior communication skills e Physically able/Positive outlook
EXPERIENCE THAT DELIVERS RESUETS
State of California — Mediator April 2000 — November 2021
Managed a 60-caseload desk and achieved a 78% settlement rate. First mediator designated to facilitate face to face
mediations. Selected by the Board of Directors to rewrite the test for the mediator position. Received monthly productivity
and attendance awards. Selected by leadership to manage the most challenging cases. Lead writer on laws and new department
policy for the office of public affairs. Selected to ride with inspectors for site evaluations.
Responsible for:
¢ Mediation of contractor/homeowner claims
¢ Interpretation of applicable laws
¢ Customer education on contractor laws
e Contract interpretation
.
e
Case referral for investigation
General clerical and report writing for documentation (mediation summary) to recommended settlement or turn over
to investigator
CALPERS -— Supervisor June 1992 — April 2000
Managed a call center team of thirty-four people. Recognized as supervisor of the year on multiple occasions. Won monetary
awards for departmental effectiveness. Was able to gain a departmental classification upgrade driving promotability and
compensation. Created award winning productivity/morale booster incentives (broadcast in CALPERS publications).
Interacted with the Board of Directors reporting statistics and call center succes»
Responsible for:
e Created statistical reports to track success and opportunities
e Staff training and motivation
e Interview, hired, held accountable and developed this team
e Consultant on challenging phone calls
e Management level Human Resources standards execution
‘Yancy Company (roof, solar and remodel business) — Appointment Setter May 2019- August 2019
Recognized for exceeding a 70% conversion rate. Exceeded commission parameters. Responsible for:
e Managing appointment schedule for salespeople using inhouse management system
e Working the outreach booth at conventions and festivals
Education
Associates in Arts Degree — American River College
Sociology, Psychology, Logic, Humanities, Speech/Public Speaking Contract and Business Law
Additional Certifications
Insurance Broker License
Radt
Certified medical technician and administration of medications
CPR, AED AND FIRST AID Certified
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