Roni Dumelle
McHenry
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
10
10
years of professional experience
Work History
Customer Service Representative
JA Frate Transport Services
05.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced site efficiency by implementing streamlined billing procedures and systems.
- Handled financial transactions efficiently, maintaining accurate records for billing purposes.
Customer Service
Xfinity Comcast
10.2022 - 04.2024
- Built lasting relationships with clients through outstanding customer service interactions.
- Provided excellent customer service, resolving client concerns efficiently and effectively.
- Provided exceptional customer service, addressing patron concerns promptly and professionally.
- Increased client retention through exceptional customer service and prompt communication.
- Participated in customer service training for internal teams to share knowledge and experience and improve the quality of customer service.
Team Leader
Curative
04.2021 - 09.2022
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Oversaw personnel management functions, including recruitment, hiring, training, performance evaluations, and dispute resolution processes.
- Collaborated with department heads to identify staffing needs and develop customized recruitment plans tailored to each team''s requirements.
Inside Sales Representative
G.W. Berkheimer
09.2018 - 01.2021
- Increased sales revenue by building strong relationships with clients and providing insightful product recommendations.
- Answered customers' questions regarding products, prices, and availability.
- Enhanced customer satisfaction through attentive service, addressing concerns promptly, and offering tailored solutions.
- Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
- Attended meeting and sales events to learn latest developments and brainstorm new sales strategies.
Bar Manager
China Bar
09.2017 - 01.2019
- Knowledge of principles and methods for showing, promoting, and selling products or services
- This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems
- Developing constructive and cooperative working relationships with others and maintaining them over time
- Inspecting equipment, structures, or materials to identify the cause of errors or other problems or defects
- Collaborated with store manager to plan staff schedules and determine hiring needs.
- Assumed responsibility and oversight for hiring, onboarding and mentoring new staff members.
Certified Nursing Assistant
Lexington Health Care/ Valley Hi/ Cross Roads.
09.2014 - 02.2018
- Provide physical support to assist patients to perform daily living activities, such as getting out of bed, bathing, dressing, using the toilet, standing, walking, or exercising
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Knowledge of relevant equipment, policies, procedures, and strategies to promote effective local, state, or national security operations for the protection of people, data, property, and institutions
- Providing personal assistance, medical attention, emotional support, or other personal care to others such as coworkers, customers, or patients
- Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form
Manager
Spring Grove Tavern
03.2016 - 04.2017
- Knowledge of principles and methods for showing, promoting, and selling products or services
- This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems
- Developing constructive and cooperative working relationships with others and maintaining them over time
- Inspecting equipment, structures, or materials to identify the cause of errors or other problems or defects
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Assessed staffing needs based on workload fluctuations and planned strategic hiring initiatives accordingly.
Education
High School Diploma -
Gateway Technical High School
Georgetown05-2012
Skills
- Customer service
- Critical thinking
- Data entry
- Customer relations
- Computer proficiency
- Professional telephone demeanor
- Scheduling
- Follow-up skills
- Team development
- Prioritization
- Staff training
- Recruitment and Hiring Abilities
- Hiring and developing
Timeline
Customer Service Representative
JA Frate Transport Services
05.2023 - Current
Customer Service
Xfinity Comcast
10.2022 - 04.2024
Team Leader
Curative
04.2021 - 09.2022
Inside Sales Representative
G.W. Berkheimer
09.2018 - 01.2021
Bar Manager
China Bar
09.2017 - 01.2019
Manager
Spring Grove Tavern
03.2016 - 04.2017
Certified Nursing Assistant
Lexington Health Care/ Valley Hi/ Cross Roads.
09.2014 - 02.2018
High School Diploma -
Gateway Technical High School
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