As you look at my resume, you will find that I am versed in Workforce management, Operations Management and Call Center training.

1. April R. Rhodes
4421 Rock Valley Dr • Forest Park, GA • 470-218-7764•
april.rhodes81@yahoo.com
Objective:
Seeking a versatile environment to apply Managerial and Customer
Service skills.
Experience:
WorldPay Atlanta, Georgia
Customer Support Supervisor 03/2015- Present
• Provide leadership, management and guidance to all of Call Center.
• Managing scheduling and scheduling conflicts for agents.
• Conduct Weekly and Month staff performance reviews.
• Handling all Customer Escalations.
• Putting together weekly performance reports for executive management.
• Ability to display keen problem solving and detail leadership skills.
• Troubleshooting any reported operational problems.
• Recruiting and hiring for Call Center.
• Administered monthly appraisal reports for employees.
• Monitored call center KPI's.
• Workforce Forecasting and project management.
• Assisted with maintaining call volume and ASA for call center.
• Facilitate monthly meetings with various levels of management.
• Work closely with other managers to maintain positive ASA for company.
• Monitor real time data in CICU to ensure positive service level.
• Utilize Workforce Management Software for adjusting schedules.
• Training and development for direct reports.
• Managed the Online Customer Service department.
• Being a visible resource to all Call Center staff.
• Ensuring high high quality and accuracy of work from Call Center.
• Being a liaison for other departments for the Customer Care Team.
• Display vast knowledge of CIS and Century/ Sales Force programs.
• Assist agents and Sales support team with technical issues.
• Ability to assess talent, manage and motivate the team.
• Tracking and managing productivity for all agents.
• Workforce call forecasting and occurrence tracking.
• Data reporting for incoming and outgoing calls.
• Knowledge of call center management techniques.
WorldPay Atlanta, Georgia
NCR Elite Customer Account Exec. 03/2013- 03/2015
• Customer Care and Technical Support for Platinum and NCR Teams.

2. • Display vast knowledge of CIS and Century/ Sales Force programs.
• Assist Merchants and Sales support team with technical issues.
• Customer Care liaison between Aloha/NCR and World Pay for Merchants.
• Ability to display keen problem solving and detail leadership skills.
• Acted as Customer Care SME for NCR Department.
• Assisted with account change details for WorldPay and Century.
• Mail Processing for compete WorldPay Operations Department.
• Training and development for direct reports.
• Managed the Online Customer Service Department.
Donnelly Communications Atlanta, Georgia
Customer Service/ Call Center Sup. 2/2012- 02/2013
• Receive inbound customer calls for companies “Specialty” Clients
• Revise orders, track and confirm packages.
• Administer refunds, and correct client grievances for company.
• Used strong level of competency with Microsoft Suite.
• Assist other agents in the “Ambassador role” for Specialty clients.
• Give end of day report pertaining to client enrollment program.
• Boarding Merchants as Rewards Card Members with Express.
• Putting together weekly performance reports for executive management.
• Ability to display keen problem solving and detail leadership skills.
• Troubleshooting any reported operational problems.
• Being a visible resource to all Call Center staff.
• Ensuring high high quality and accuracy of work from Call Center.
• Being a liaison for other departments for the Customer Care Team.
• Display vast knowledge of CIS and Century/ Sales Force programs.
• Assist agents and Sales support team with technical issues.
• Ability to assess talent, manage and motivate the team.
• Tracking and managing productivity for all agents.
• Workforce call forecasting and occurrence tracking.
• Data reporting for incoming and outgoing calls.
• Knowledge of call center management techniques.
• Putting together weekly performance reports for executive management.
• Ability to display keen problem solving and detail leadership skills.
• Troubleshooting any reported operational problems.
• Being a visible resource to all Call Center staff.
• Ensuring high high quality and accuracy of work from Call Center.
• Being a liaison for other departments for the Customer Care Team.
• Display vast knowledge of CIS and Century/ Sales Force programs.
• Assist agents and Sales support team with technical issues.
• Ability to assess talent, manage and motivate the team.
• Tracking and managing productivity for all agents.
• Workforce call forecasting and occurrence tracking.
• Data reporting for incoming and outgoing calls.
• Knowledge of call center management techniques.
Georgia Veterinary Specialist Sandy Springs, Georgia
Client Services Liaison 10/2007- 12/2010

3. • Admission and Discharge of clients and patients.
• Assess patient upon arrival during after care hours.
• Data Transcription and filing of Medical Records.
• Medical Coding and Billing.
• Scheduling for 32 doctors in the GVS facility.
• Setting consult appointments for all of the Specialist in facility.
• Grief and Loss Counseling.
• Money Management and Record keeping for any of the shifts.
• Operation of a 16 line multi- line switchboard.
• Operator for after hours Emergency Care facility.
• Training of New Employees.
• Collections Supervisor for past due and current invoices.
• Data Entry and Customer Service.
• Resolve any client complaints, and or billing errors.
Frank Jackson's Sandy Springs Ford Sandy Springs, Georgia
Service Coordinator/Accounting Clerk 11/2006- 9/2007
• Calculate the customer’s bill using the dealership’s system.
• Receive cash, checks and credit card payments from customers
• Audit and record totals of counter tickets and repair orders.
• Work with department managers to keep abreast of new products.
• Customer Complaint liaison for Parts/ Service Department.
• Give cash refunds, payroll maintenance and other accounting duties.
• Maintain service files daily.
• Perform receptionist duties.
• Perform other duties as assigned by management.
• Must followed all company service department policies and procedures.
• Knowledge of Warranty Dispatch applications as well as Reynolds and ADP
applications.
• Communicate with technicians and service advisors for internal info.
CarMax Auto Finance Atlanta, Georgia
Collections/Call Center Supervisor 12/2005 to 12/2006
• Provide training, monitoring, and audits on work production.
• Provide secondary support on all associate calls.
• Report department statistics and collections performance.
• Coordinate and communicate with levels of upper management.
• Take inbound calls/ make outbound calls in regards to accounts.
• Work with Customer to resolve outstanding account issues.
• Authorize account settlements within standard guidelines.
• Approve/Decline account extensions.
• Update and verify customer’s accounts.
• Process payments via inter company computer system.
Education:

4. Towers High School Decatur, Georgia
Advanced Academic 2000
Kennesaw State University Kennesaw, Georgia
Bachelor Of Early Childhood Education/Teaching 2006
Skills:
Proficient in Microsoft Suite: including PowerPoint and Excel, Lotus
10 Key, Data Entry, 70 wpm.
Certifications:
Lean Six Sigma- Green Belt 2014
Affiliations:
Delta Sigma Theta
References:
Available upon request