Valenti Randle

Objective

Experienced and knowledgeable Information Technology Professional seeking to leverage background in people management, customer orientation, and productivity and quality management in a fast-paced environment. I am extremely motivated and eager to contribute to a company's overall achievement and future success for the organization.

 

Experience

 

Kohl’s; Dallas, TX	Oct. 2015 – December 2015
Customer Loyalty Specialist

·               Advocated and built customer loyalty thru online order placement and troubleshooting for Kohls.com.

·               Strengthened customer commitment through delivery positive outcomes by actively listening to customers’ needs to provide appropriate and timely resolution.

·               Utilize suggestive selling techniques and took advantage of upsell opportunities when appropriate when assisting customers with placing orders online.

·               Assisted customers with Yes2You Rewards program and troubleshoot any issues with earning, maintaining and redeeming points.

·               Documented every customer interaction for efficient resolution.

·               Worked closely with shipping vendors, such as UPS or FEDEX to negotiate win-win resolutions for the customer.

 

 

Telvista; Dallas, TX	Oct. 2013 – December 2013
Customer Loyalty Specialist

·               Answered incoming inquiries, responded to customer questions and solved problems regarding Verizon Fios services according to standardized procedures while maintaining a courteous manner.

·               Lead customers through documented process of fixing their software, hardware, or network problems on pc’s, macs android, and ipad devices.

·               Performed troubleshooting, connectivity, equipment installation with set top boxes, coaxial/hdmi set up, wireless routers, TVs and remotes.

·               Scheduled technician dispatch, device exchange and performed help desk management.

·               Used product information, multiple client tools, client specific reference materials, scripting, advanced technical knowledge, and customer service skills and problem solving skills to diagnose and solve customer problems.

·               Provided the knowledge, processes, and personal skills to solve the issue quickly and efficiently, leading to increased satisfaction and customer loyalty.

ADT Security Services, Irving, TX		April 2013 – Sept. 2013
Customer Loyalty Specialist

·               Retained ADT residential customers via inbound/outbound phone calls and/or correspondence.

·               Partnered with all business segments of ADT, referring to ASC, CMC, NSC, SSO and NDC

policies to resolve complaints and retain the customer.

·               Maintained an acceptable save rate percentage and productivity level, while following policy

and procedural guidelines, approved ADT offers and initiatives surrounding and/or related to the current Six Sigma Reward Program.

·               Worked on multiple platforms simultaneously, including but not limited to CARMS, ADMIN, Informix, Multi-Screen, CRM, Mastermind, Telmar, Access, and Mosaix.

·               Used effective sales approaches and provide effective loyalty offers, as it pertained to the reason the customer wants to cancel.

T-Mobile, USA; Frisco, TX Technical Support Specialist (Tier 2 & Tier 3)	Nov. 2008 – June 2012

·               Responsible for identifying and problem solving network/coverage issues, device hardware/software trouble, and maintaining a loyal customer relationship.

·               Managed performance metrics such as Call Time Resolution with an average of 720 seconds per call, received recognition for ranking in the top 2% of the call center.

·               Completed training and maintained proficiency in device software environments; Android, Blackberry, Symbian, iPhone.

·               Developed and implemented articles in the T-Community support site for device procedures and troubleshooting steps.

·               Performed troubleshooting to rule out user error or defective user equipment (handset/SIM, etc.), and processed equipment replacement

·               Provided floor support and performed mentoring to train new hires.

 

 

Windsor Equity Group; Dallas, TX                                                                                       May 2008 – Aug. 2008

Asset Recovery / Skip Tracer

·               I repossessed vehicles for clients such as Toyota, Honda, GMAC, HSBC and Capital One for accounts that were 90 – 120 days past due.

·               I researched and also located impounded, total loss, and/or reported stolen vehicle through various programs in order to resolve the account for the client.

·               I was in charge of billing the clients my invoices for the vehicles that I retrieved as well as for the reports of a vehicle being impounded, total loss, and/or reported stolen.

·               I performed my work in a timely manner; I had a goal of $6600 to bill monthly and exceeded well over that limit. I also followed all FDCPA guidelines.

 

 

Capital One Auto Finance; Plano, TX	June 2006 – Dec. 2007
Collection Risk Analyst / Skip Tracer

·               I was responsible for tracking and locating debtors whom we had lost contact by looking for current addresses and phone numbers.

·               I have 3 ways in which to resolve an account and that consists of repossessing the unit if a payment arrangement or agreement is not met, tracking the customer and persuading them to make a payment on their account and provide contact information, or just being able to find a customer and sending them back to our collection department for further collection activity.

·               I conducted outbound calls and collected on delinquent accounts that were 3-60 days past due and negotiated payment plans or best payment options and provided effective customer service by educating customers on account information.

 

The Home Depot; Dallas, TX	Feb. 2005 - May 2006
Sales Associate – Inside/Outside Garden Dept.

·               Provided fast, friendly service by actively seeking out customers to assess their needs and provide assistance. I gained an emphasis on department and product knowledge, providing information on product features, and knowing related items to sell an entire project to the customer.

·               I successfully managed new-hire trainees and special advertising projects for new line products and merchandise.

·               I prided myself on greeting, qualifying, recommending and closing the customer in my department, and gained knowledge on how to handle basics in my adjacent departments such as plumbing and electrical.  I maintained product on the shelves and the in-stock condition of assigned areas.

·               I worked behind a fast paced customer service desk answering customer questions via telephone and I interacted with vendors, installers, associates in the store, as well as trucking companies and the customers themselves to ensure that great customer service was achieved.

·               I assisted customers with special orders and projects that required installation

 

Cashier

 

·               I provided outstanding and quick checkout service to customers with a warm greeting, as I was the last line of associates to perform great customer service and leave the customer feeling satisfied.

·               Exceeded sales per hour goals at an average of $200 per hour.

·               Stocked empty shelving by the registers and kept a neat, clean and efficient workstation as well as assisting nearby departments during busy hours.

 

Functional Skills / Education

 

·               Proficient in Microsoft Excel, Power Point, Microsoft Word, Microsoft Outlook, and Microsoft Spreadsheet programs

·               Ability to work in several different operating systems, XP, Vista and Windows 7/8/10 and MAC OSX/iOS and android platforms.

·               Typing: 45 wpm

·               Received High school diploma from Lakeview Centennial High School; Garland, TX

·               Efficient in Citrix customer management software and Avaya phone systems