Customer Service Operations Leader with 20+ Years' Experience

RHONDA K. HOLLOWAY

Copperas Cove, Texas j 254-***-**** j *.************@*****.***

PROFESSIONAL SUMMARY

Results-driven Customer Service Operations professional with 20+ years of experience specializing in high-volume, multi-channel support (remote/retail). Proven ability to drive customer satisfaction and efficiency by efficiently identifying root causes, deploying **CRM platforms**, and maintaining strict documentation standards. Expert in conflict resolution, B2C sales, and time management, dedicated to delivering outstanding service and maintaining professional composure under pressure. CORE COMPETENCIES

Customer Service Met-

rics

Technical Proficiency Operations & Compli-

ance

Leadership & Training

Conflict Resolution &

De-escalation

CRM Systems (Specify if

known)

High-Volume Call Han-

dling

Team Supervision &

Coaching

Customer Satisfaction

(CSAT)

Microsoft Office Suite

(Excel, Outlook)

Standard Operating Pro-

cedures (SOPs)

Performance Monitor-

ing

Negotiation & Inside

Sales

Web-Based Tools &

Multi-System Naviga-

tion

Logistics/Dispatch Coor-

dination

Detail-Oriented Execu-

tion

WORK EXPERIENCE

Customer Service Representative (Remote) Mar 2025 – Present U-Haul – Copperas Cove, TX

• Maintained a high **Customer Satisfaction (CSAT) score** while resolving high-volume remote in- quiries by clarifying concerns and providing effective, permanent solutions.

• Expedited critical corrections and adjustments, consistently meeting deadlines tomaintaincustomer loyalty and prevent escalation.

• Ensured **100% compliance** with documentation standards by accurately logging all daily inter- actions in CRM systems, supporting service quality and retention goals.

• Strengthened customer relationships through proactive follow-up to confirm issue resolution and gather feedback.

Facilities Maintenance Associate Oct 2022 – Nov 2023 Walmart – Copperas Cove, TX

• Responded **promptly to 95% of emergency facility issues**, minimizing downtime and safety risks across recreational and operational areas.

• Managed a high volume of incoming service calls and maintained accurate logs, efficiently coordi- nating task assignments for maintenance teams.

• Created and disseminated daily performance reports, including response times, call volumes, and task completion rates for management review.

Driver Support Specialist (Remote) Jun 2019 – Aug 2022 Wayfair – Copperas Cove, TX

• Provided **real-time guidance and problem resolution** to drivers on the road, minimizing delivery delays and improving logistics flow.

• Supported logistics operations by coordinating rapid updates between customers, drivers, and dis- patch, ensuring a high degree of communication accuracy.

• Assisted customers with product selection, sizing, and order concerns, resulting in high levels of pre- sale satisfaction and reduced returns.

• Audited and standardized documentation of driver and customer interactions, reducing potential communication errors across internal teams by an estimated **15 Janitorial Crew Supervisor Feb 2018 – Mar 2019

Goodwill Industries – Gatesville, TX

• Supervised, hired, trained, and evaluated a janitorial staff of 5, ensuring consistent quality service and project completion in compliance with customer expectations.

• Delegated daily and project-based tasks, closelymonitoringprogresstomaintainefficiencyandstrict adherence to schedules.

• Provided structured coaching and performance feedback, leading to a demonstrable reduction in employee turnover (est. **20%**).

EDUCATION AND TRAINING

Associates of Science: Health and Human Services Graduated: May 2011 University of Phoenix

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