Velma W. Richardson
Augusta
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.
Overview
20
20
years of professional experience
Work History
Customer Support Specialist
US Bankcorp
05.2023 - Current
- Resolved customer inquiries through multiple channels, ensuring timely and effective support.
- Developed training materials for new hires to improve onboarding efficiency.
- Analyzed customer feedback to identify trends and recommend service enhancements.
- Collaborated with cross-functional teams to streamline support processes and reduce response times.
- Implemented quality assurance measures to maintain high standards of service excellence.
- Executed troubleshooting procedures for technical issues, increasing first-contact resolution rates.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
Front Office Administrator
TruTherapy LPC
05.2019 - 03.2023
- Managed front office operations, ensuring seamless patient scheduling and intake processes.
- Coordinated communication between clients and therapy staff to enhance service delivery.
- Developed and maintained organized filing systems for client records to ensure compliance with HIPAA regulations.
- Streamlined appointment management processes, reducing scheduling conflicts and improving patient flow.
- Mentored junior administrative staff on best practices in customer service and office procedures.
- Responded to inquiries from callers seeking information.
- Managed front office operations, ensuring a welcoming environment for clients and visitors alike.
CSO Support Specialist/Dispatcher
WOW! Cable, Phone and Internet
01.2018 - 04.2019
- Responsible for completing orders and entering necessary data.
- Provides technical troubleshooting for Ultra and Legacy equipment provisioning issues
- Provides inbound support to CC Care agents for customer scheduling complaints
- Monitors technician work progress against scheduled appointment windows
- Reschedule work orders per Technician requests
- Maintain ongoing customer contact to keep appointments on track
- Monitors and dispatch service-out work order pools as appropriate; screen work order pool to ensure that only valid work orders are dispatched; troubleshoot with customers when necessary
- Follows established processes and procedures for service outs, outages, missed appointments and customer complaints; provide thorough follow-up via ongoing customer contact
- Manage quota as appropriate for each market
- Update billing system notes on an ongoing basis
- Address market-specific email submissions constantly to ensure customer satisfaction
- Other duties as assigned
Customer Service/Sales Representative
Teleperformance USA
01.2017 - 01.2018
- Customer service and sales representative in a fast-paced, high energy, change-oriented environment.
- Exercises retention efforts when appropriate.
- Assists customers who are comparison shopping, choosing price plans and inquiring about contract terms.
- Performs other related duties and assignments as required and assigned by supervisor.
- This position required me to continuously demonstrate a high sense of urgency, while having a keen sense of attention to detail and taking the initiative.
Contract Sales Integrated Locations Administrator (CSI)
Sears Holdings Corporation
01.2011 - 01.2017
- Responsible for expediting delivery of merchandise to customers of Sears Holdings Corporation and our subsidiary, Sears Commercial Sales.
- My duties included providing daily one on one coaching for associates on customer service issues as it relates to processes and procedures, system navigational issues, and policy and procedure adherence.
- I also assisted with training issues, associate scheduling, served as a point of contact for escalated issues, assisted with dashboard and associate measurements, delivered superior customer service, and consistently executed operational processes to ensure performance metrics were met.
- My position also included coordinating delivery dates with appropriate SLS partners, maintaining in-depth knowledge of Sears products, exploring all possible alternates ensuring customer satisfaction at minimal cost to Sears, scheduling new delivery dates as necessary and providing follow up to ensure delivery occurred as scheduled.
- Proficient knowledge of the order management systems was executed daily and I was accountable for accurately completing the assigned responsibilities in a timely manner as defined by management.
- I also performed many other duties as requested or deemed appropriate.
Appliance Select Representative
Sears Holdings Corporation
01.2006 - 01.2011
- Responsible for the execution of the Order Management process and facilitating support to internal and external customers of Sears Commercial.
- This includes, but is not limited to, Accurate and timely entry and update of orders, timely communication to customers relating to all aspects of order management process, meeting customer expectations as defined by the Performance Metrics and making decisions that are customer focused and will drive the profitability of the business.
- Also assisted Citibank with account reconciliation issues.
- I was later promoted to Contract Sales Integrated Locations Administrator (CSI).
Education
Bachelor of Science Degree - Political Science
Georgia Southwestern State University
Americus, GA01.2003
Diploma - undefined
Rome High School
Rome, GA01.1999
Skills
- Crisis management
- Compliance management
- Data protection
- Security architecture
- Application security
- Identity management
- Incident response
- Network security
- Mobile security
- Secure coding practices
- Coaching and training
- Effective customer communication
- Teamwork
- Teamwork and collaboration
- Customer service
- Team player
- Problem-solving
- Honest and dependable
- Time management
- Reliable and responsible
- Attention to detail
- Problem-solving abilities
- Multitasking Abilities
- Adaptable and flexible
- Critical thinking
- Computer skills
Timeline
Customer Support Specialist
US Bankcorp
05.2023 - Current
Front Office Administrator
TruTherapy LPC
05.2019 - 03.2023
CSO Support Specialist/Dispatcher
WOW! Cable, Phone and Internet
01.2018 - 04.2019
Customer Service/Sales Representative
Teleperformance USA
01.2017 - 01.2018
Contract Sales Integrated Locations Administrator (CSI)
Sears Holdings Corporation
01.2011 - 01.2017
Appliance Select Representative
Sears Holdings Corporation
01.2006 - 01.2011
Diploma - undefined
Rome High School
Bachelor of Science Degree - Political Science
Georgia Southwestern State University
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