Summary
Overview
Work History
Education
Skills
Timeline
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Remona Hess

Clarksville

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

15
15
years of professional experience

Work History

Quality Manager/Die Checker

Rusken Packaging
07.2023 - 02.2025
  • Managed root cause analysis investigations, determining underlying issues in product failures and implementing corrective actions as necessary.
  • Managed and archived quality documentation and participated in internal and external quality audits.
  • Facilitated cross-functional team collaboration, ensuring seamless communication between departments regarding quality matters.
  • Conducted thorough audits to ensure adherence to industry standards and regulatory requirements, maintaining compliance consistently.

Alterations Manager

David's Bridal
03.2022 - 10.2022
  • Collaborated with sales associates to ensure seamless communication between clients and alterations department.
  • Enhanced customer satisfaction by providing top-notch alterations services and timely completion of projects.
  • Oversaw budget management for the alterations division, ensuring cost-effective use of resources without sacrificing quality standards.
  • Managed a team of skilled tailors, ensuring smooth operations and consistent quality in workmanship.

CSR, Intuit TurboTax

Customer Elation
11.2014 - 08.2015
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
  • Answered constant flow of customer calls with minimal wait times.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.

CSR, Verizon

Afni Call Center
06.2012 - 01.2013
  • Responded to customer requests for products, services, and company information.
  • Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
  • Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
  • Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.

CSR, AT&T

Concentrix
01.2010 - 08.2010
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Responded to customer requests for products, services, and company information.
  • Investigated and resolved accounting, service and delivery concerns.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.

Education

Bachelor of Science - Design, Merchandising, And Textiles

Western Kentucky University
Bowling Green, KY

Skills

  • Internal auditing
  • Quality management systems
  • Compliance monitoring
  • Corrective actions
  • Deadline management
  • Client consultations
  • Teamwork and collaboration
  • Customer service
  • Problem-solving abilities
  • Multitasking Abilities
  • Active listening
  • Call center experience

Timeline

Quality Manager/Die Checker

Rusken Packaging
07.2023 - 02.2025

Alterations Manager

David's Bridal
03.2022 - 10.2022

CSR, Intuit TurboTax

Customer Elation
11.2014 - 08.2015

CSR, Verizon

Afni Call Center
06.2012 - 01.2013

CSR, AT&T

Concentrix
01.2010 - 08.2010

Bachelor of Science - Design, Merchandising, And Textiles

Western Kentucky University

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Remona Hess