Rhonda Stephens
Dallas,GA
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
27
27
years of professional experience
1
1
Certification
Work History
CSR
Foundever
07.2023 - Current
- Resolved customer inquiries through effective communication and problem-solving skills.
- Managed high-volume incoming calls, ensuring customer satisfaction with prompt service.
- Trained new team members on company policies and customer service protocols.
- Collaborated with cross-functional teams to improve service delivery and operational efficiency.
Manager
Ruby Tuesday
08.2022 - 07.2023
- Managed and motivated 15 employees, per store, to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
Front of House Manager
The Millstone Restaurant and Country Store
11.2019 - 07.2022
- Handle all day to day aspects of running the front end of a restaurant. Order, P&L, hire, train and schedule staff. Book entertainment.
- Biggest accomplishment is taking the restaurant from 3 years in the red to turning profit in the last 8 months increasing sales and profit by 22%..
CSR - Customer Service Representative
Sykes Enterprises, Incorporated
09.2018 - 10.2019
- Handle incoming technical support calls for Intuit QuickBooks. Proficient in Microsoft Office; Word, Excel, Outlook, Power Point.
- Conducted customer service surveys
- Greeted customers
- Managed customer accounts
- Resolved customer issues
Store Manager
Lee's Food Mart
06.2016 - 07.2017
- Managed all aspects of running store
- Hired and trained 6 employees
- Handled all daily, weekly and monthly paper work for vendors, corporate and employees
- Submitted and corrected all payroll
Assistant Manager
Weigels
01.2013 - 05.2016
- Customer service, employee scheduling, coaching, training. Cash handling, daily deposits, daily paperwork including vendor shipments received, inventory. Clean and inspect store, restock and order inventory.
- Counted cash drawers and coordinated change orders for employees
- Answered questions from guests and customer over the phone, email, and in person
- Managed store inventory
- Coordinated schedules and assigned associates' shifts
- Trained new associates on company processes and procedures
Owner and Operator
Off the Record
12.2009 - 08.2013
- All day to day operations, employee relations, accounts payable and receivable, vendor relations, inventory.
Account Trainer
Affina
11.1998 - 03.2009
- Handled incoming calls for assistance for multiple companies (i.e. Calphalon, Volvo, Georgia Pacific, Aiwa, Toshiba and Samsung). Trained employees to assist callers with hook up of electronic equipment, troubleshooting, service locations and warranty procedures.
Education
High school diploma or GED -
Manzano High School
Albuquerque, NM05.1990
General Studies
Spoon River College
Canton, IL05.2013
Skills
- Microsoft Office, Word, Excel, Multi-line phone, Fax, Copier, etc (10 years)
- Management (10 years)
- Customer Service (10 years)
- Cash Management (10 tears)
- Scheduling (10 years)
- Training (10 years)
- Operations (10 years)
- Inventory (9 years)
- Payroll (5 years)
- QuickBooks (6 years)
- Accounts Receivable (6 years)
- Store Management Experience (10 years)
- Restaurant Management (5 years)
- Profit & Loss (5 years)
- Restaurant Experience (10 years)
- Employment & labor laws
- Food Safety
Certification
Manager ServSafe
Licensed P&C insurance certifications
Assessments
- Management & Leadership Skills: Impact & Influence — Highly Proficient
- June 2019
- Adapting leadership style to accomplish goals using rational or emotional appeal.
- Full results: Highly Proficient
- Work Style: Conscientiousness — Expert
- Measures a candidate's tendency to be rule-abiding, well-organized, hard-working, confident, and think before acting.
- Full results: Expert
- Customer Focus & Orientation — Expert
- May 2019
- Responding to customer situations with sensitivity.
- Scheduling — Highly Proficient
- Cross-referencing agendas and itineraries to avoid scheduling conflicts.
- Food Safety — Expert
- October 2019
- Proper food handling, storage, and equipment use for preventing the spread of foodborne illness.
- Work Style: Reliability — Proficient
- July 2019
- Tendency to be dependable and come to work
- Full results: Proficient
- Customer Service Fit — Proficient
- November 2019
- Measures the traits that are important for high-quality customer service.
- Receptionist — Expert
- Using basic scheduling, attention to detail, and organizational skills in an office setting.
- Attention to Detail — Highly Proficient
- July 2020
- Identifying differences in materials, following instructions, and detecting details among distracting information.
- Customer Service — Highly Proficient
- Identifying and resolving common customer issues
- General manager (hospitality) — Highly Proficient
- November 2020
- Solving group scheduling problems and reading and interpreting P&L statements
- Customer focus & orientation — Expert
- February 2021
- Responding to customer situations with sensitivity
- Work style: Reliability — Highly Proficient
- Accounting skills: Bookkeeping — Familiar
- January 2021
- Calculating and determining the accuracy of financial data
- Full results: Familiar
- Supervisory skills: Motivating & assessing employees — Expert
- Motivating others to achieve objectives and identifying improvements or corrective actions
- Restaurant manager — Highly Proficient
- Managing restaurant staff and meeting customer expectations
- Customer service fit — Highly Proficient
- Measures the traits that are important for success for customer service roles
- Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Timeline
CSR
Foundever
07.2023 - Current
Manager
Ruby Tuesday
08.2022 - 07.2023
Front of House Manager
The Millstone Restaurant and Country Store
11.2019 - 07.2022
CSR - Customer Service Representative
Sykes Enterprises, Incorporated
09.2018 - 10.2019
Store Manager
Lee's Food Mart
06.2016 - 07.2017
Assistant Manager
Weigels
01.2013 - 05.2016
Owner and Operator
Off the Record
12.2009 - 08.2013
Account Trainer
Affina
11.1998 - 03.2009
High school diploma or GED -
Manzano High School
General Studies
Spoon River College