Rosley Relaford

Experience

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  Capital One

  Jan 1995 - Jan 2000

  Customer Service Supervisor

  responsible for overall customer service and customer satisfaction. effectively lead and motivate a team of junior customer service representatives provide employees with performance feedback, proper training, and guidanceCoordinates with other departments to resolve issues involving the customer services department.• Communicates, implements and interprets new and existing policies and procedures to staffs within the department.• Supervises the day-to-day activities of customer service department within established policies and procedures. Show less

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  Trigon Blue Cross Blue Shield

  Jan 2000 - Jan 2001

  Member Services Associate

  • Provided exceptional customer service to Trigon policyholders.. • Received incoming calls answering questions concerning benefits, claims and company correspondence. • Made independent decisions, and completed complex research related tasks and projects with minimal supervision. • Collected customer demographics and payments. • Accurately and efficiently input data utilizing the exception alpha-numeric keyboarding skills. • Kept apprised of products, services, promotions and changes. • Expedited and facilitated the escalation of customer service issues. Show less

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  Laurel Consulting Group Inc

  Oct 2001 - Oct 2004

  Call Center Supervisor

  • Provided quality customer service with a high volume central processing and distribution center.• Provide strategic direction and operations management for the call center department of a small government contracting company • Responsible for implementing process or operational policies. Recommends changes to procedures or services to fulfill customer needs. • Coordinate the interviewing, hiring and training of customer service representatives. • Review call center statistics to measure staff performance and the need for improvement. • Increase "first time" call resolution• Develop and execute ongoing training programs including documentation for training and technical assistance staff to ensure understanding of all procedures and products. Kept apprised of products, services, promotions and warranties. • Expedited and facilitated the escalation of customer service issues. Show less

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  The College Board The College Board

  Oct 2004 - Jan 2006

  Lead Call Center Associate

  • As team leader, motivated and supervised an inbound call center staff of 8 staff. • Responsible for implementing process or operational policies. Recommends changes to procedures or services to fulfill customer needs. • Handled stressful situations and respond to the immediate needs of the customer in a professional manner• Responsible for instructing, directing and checking the work of the call center staff. • Ensured strict adherence to company policies and procedural guidelines. Show less

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  The College Board

  Oct 2004 - Jan 2006

  Lead Call Center Associate

  • As team leader, motivated and supervised an inbound call center staff of 8 staff. • Responsible for implementing process or operational policies. Recommends changes to procedures or services to fulfill customer needs. • Provide customer service excellence and technical support on telephony systems. • Responsible for instructing, directing and checking the work of the call center staff. • Ensured strict adherence to company policies and procedural guidelines.

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  The American Psychiatric Association

  Jan 2006 - Dec 2009

  Answer Center Manager - call center

  • Direct call center operations as a liaison between clients, supervisors, and call center employees in an inbound call center. • Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans. • Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives. • Handles special projects assigned by the Manager. • Collaborate with departments and other work groups to develop reports of Answer Center levels of activity pertaining to various projects, services and programs.• Coordinate the interviewing, hiring and training of customer service representatives. • Monitor interaction between staff and callers to ensure quality assurance standards. • Review call center statistics to measure staff performance and the need for improvement. • Develops SOPs and quality controls and provides metrics to manager on a regular basis Show less

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  Computer Sciences Corporation

  Jun 2010 - Aug 2013

  Operations Supervisor

  Encourages continuous improvement; involves others in planned process improvement efforts and measures; encourages/coaches individuals to follow a systematic improvement process. Participates as a member of the supervisory team, cooperates with peers to build consensus and share responsibilities. Contributes to discussions, actions, and projects and helps resolve indifference or conflicts by identifying common ground and exploring potential solutions.

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  Academy Express

  Oct 2013 - May 2014

  Dispatcher

  • Communicates information and instructions to drivers (e.g. schedules, route changes, road conditions,accidents, emergencies, etc.) .• Compiles a variety of data (e.g. incident reports, inspections, student count, passenger misconduct, mileage,etc.) for the purpose of developing formal reports; conveying information; and complying with mandatedrequirements.• Develops schedules (e.g. routes, workload, special trips, driver training, etc.) for the purpose of determiningdriver and equipment requirements.• Dispatches bus drivers for the purpose of meeting transportation.• Resolves transportation scheduling problems (e.g. driver absenteeism, out-of-service vehicles, etc.) for thepurpose of ensuring all routes are covered in a safe and efficient manner.• Responds to inquiries from a variety of sources for the purpose of providing information relating to bus routes,schedules and/or resolving operational problems.• Responds to vehicle emergencies for the purpose of making recommendations and/or referral for resolution. Show less

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  Vector Security

  Apr 2014 - Jan 2017

  Customer Service Representative

  Provide strong customer focus/relationship management with internal and external customers. Interpret and apply policies and procedures in an office environment as well as over the phone. Effectively communicate (oral and written) and show interpersonal and listening skills. Provide excellent customer service under pressure. Supported administration in an accurate and timely fashion.

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  Vector Security

  Oct 2017 - Sept 2019

  Customer Service Supervisor

  Communicated routine or basic information in a clear, accurate mannerMonitored, coached and supported incentive programs to motivate staff to achieve results.Hired, evaluated, and disciplined department staff.Coordinated and communicated with other area supervisors to leverage resources and discussed solutions regarding matters of significance.Provided continuing training and reviewed and/or development of related policies and Maintained attendance records, processed employee paperwork, and submitted payrollmonitor the call volumes and determine appropriate routing of calls. Show less

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  Prince William County

  Sept 2019 - Dec 2021

  Financial Regulatory Tech /ACCOUNTING ASSISTANT II

  Department of Finance, taxation

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  Community Association Managers International Certification Board (CAMICB)

  Dec 2021 - Mar 2024

  Manager of Customer Service and Office Administration

  • Responsible for the day-to-day management of CAMICB’s customer service.• Serve as a primary contact for phone and email inquiries.• Provide leadership and direction to supervised position.• Ensure delivery of a high level of customer service throughout all facets of the CMCA program. • Ensure the customer service function operates effectively and the function’s activities are aligned with CAMICB’s objectives.• Ensure all customer inquiries are satisfactorily managed, resolved, and feedback logged.• Coordinate customer service communications to CMCAs and CMCA candidates including the response of telephone and email inquiries regarding all aspects of the program.• Keep CAI customer service team informed of CAMICB processes and policies. Show less