Summary
Overview
Work History
Education
Skills
Timeline
Generic

Rhonda Moore

Gastonia,NC

Summary

I possess extensive experience in team leadership and operational management, employing strong organizational skills to enhance workflow efficiency. My career demonstrates a successful track record of cultivating a collaborative work environment aimed at achieving collective objectives. As a skilled professional, I am well-prepared to excel in a leadership role with a distinct focus on results-driven performance. I have consistently demonstrated an ability to streamline operations while encouraging team collaboration to fulfill organizational goals.

My professional background includes significant expertise in team leadership and operational management, characterized by a proven ability to drive team collaboration and deliver impactful results. I possess strong capabilities in conflict resolution, process optimization, and strategic planning, maintaining a flexible approach to meet the evolving needs of the business. Colleagues and peers regard me as reliable and effective in communication, fostering a productive work environment. In my capacity as an accomplished supervisor, I am dedicated to meeting customer expectations and achieving corporate objectives. I facilitate success by leading high-performing teams while fostering enduring relationships with employees. My expertise encompasses cost-reduction strategies and the optimization of production processes.

Overview

17
17
years of professional experience

Work History

Supervisor/Staff Agent

Show Pros
03.2024 - Current
  • Lead and coordinate a team of ushers to ensure a welcoming and organized environment for all attendees.
  • Efficiently manage bag checks to maintain safety while providing excellent customer service.
  • Oversee ticket takers to ensure a seamless entry process and enhance the guest experience.
  • Direct parking attendants to optimize traffic flow and ensure safety within the venue.
  • Implement effective traffic control measures to facilitate smooth movement during events.
  • Provide professional tradeshow staffing to guarantee high-quality service and engagement.
  • Ensure field and floor safety through vigilant monitoring and proactive response strategies.
  • Manage box office operations to deliver efficient ticket sales and customer assistance.
  • Conduct metal detector wanding with precision to uphold security standards while maintaining a friendly atmosphere.

Sr.Trainer/ Customer Care Specialist Snap/Med Benefits

Conduent Government Services/ State of Kentucky and SC
01.2023 - Current
  • Contribute to the development of customer service policies and procedures.
  • Respond to customer inquiries via phone, email, and chat.
  • Initiated a new customer feedback system that increased customer satisfaction scores by 15% in six months.
  • Optimized multi-channel customer service processes, achieving a 30% faster response time.
  • Streamlined customer inquiry resolution process, reducing average response time by 30% while maintaining a 95% satisfaction rate.
  • Spearheaded the resolution of 300+ top-tier escalations, resulting in a 40% improvement in executive customer feedback scores.
  • Conducted comprehensive training needs analysis for 250+ employees, resulting in a 40% increase in training efficiency.
  • Directed assessment for training design and development, securing 100% objective fulfillment and expanding program reach by 30%.
  • Demonstrated success in organizing work, handling simultaneous tasks, and managing conflicts.
  • Working with callers, displaying a courteous and empathetic attitude to resolve their reason for calling.

Customer Care Supervisor

Conduent Lifeline/ACP Program
11.2019 - 01.2023
  • Increased Lifeline Program application processing rates by 40% while maintaining 98% accuracy under supervision.
  • Supervised and coached team members, resolving 15 key development issues and boosting team performance by 25%.
  • Managed a diverse team of 30 agents, increasing customer satisfaction scores by 25% with streamlined communication protocols.

Trainer-Government Services

Conduent USAC Lifeline Program
04.2017 - 11.2019
  • Built curriculum and Standard Operating Procedures for emerging startup accounts, directly boosting training outcomes by 20%.
  • Led comprehensive on-site training, mastering all trainer duties and enhancing team performance by 30%.
  • Resolved 100+ user issues, elevating client satisfaction by 35% through strategic problem-solving and timely communication.

Escalation Representative/Trainer

Sprint/Xerox
03.2008 - 04.2017
  • Managed top-tier escalation processes, reducing resolution time by 40% for executive-level complaints.
  • Trained 50+ reps in soft skills, improving tech support and billing issue resolution, leading to a 30% drop in customer complaints.
  • Streamlined account setup and modifications for 200+ customers, ensuring a 90% satisfaction rate through expert navigation of complex systems.
  • Optimized credit treatment processes, reducing average resolution time from 7 to 3 days, and improved customer trust.

Education

Bachelor of Science - Business Administration

Western Carolina University
Cullowhee, North Carolina

Microsoft for the Workplace -

Gaston College
Dallas, North Carolina

Skills

  • Active listening
  • Customer service
  • Effective communication
  • Team success
  • Microsoft productivity applications
  • Leadership
  • Task prioritization
  • Workflow planning
  • Actionable strategies
  • Kirkpatrick Model
  • Analytical skills
  • Data analysis
  • Problem-solving

Timeline

Supervisor/Staff Agent

Show Pros
03.2024 - Current

Sr.Trainer/ Customer Care Specialist Snap/Med Benefits

Conduent Government Services/ State of Kentucky and SC
01.2023 - Current

Customer Care Supervisor

Conduent Lifeline/ACP Program
11.2019 - 01.2023

Trainer-Government Services

Conduent USAC Lifeline Program
04.2017 - 11.2019

Escalation Representative/Trainer

Sprint/Xerox
03.2008 - 04.2017

Bachelor of Science - Business Administration

Western Carolina University

Microsoft for the Workplace -

Gaston College
Rhonda Moore