Rolanda Gray Email & Phone Number

Atlanta, Georgia, United States

Leveraged leadership skills while supervising employees, including 24 CS representatives, seniors, and team leads. Played integral role as liaison between sales team, PMCs, and customers, maintaining accurate and efficient communication between departments. Identified best possible ways to deliver exceptional customer service and assure satisfaction while working cross-functionally.• Offered impeccable support in managing complete network of six websites and addressed requests from advertisers and users.• Monitor performance, coach, evaluate and address the productivity and concerns of direct reports• Supported discovery for enhancement releases as department stakeholder, meeting client requirements.• Developed and modified CRM specifications to meet department requirements in collaboration with salesforce admin.• Ensured consistency in day-to-day operations by establishing and implementing Standard Operating Procedures (SOPs) for various tasks/requests.• Coordinated team growth and development efforts by sourcing and allotting courses from LinkedIn Learning database.• Trained 25+ CS Representatives to handle tasks ensuring work continued to get done amid the company transition with minimal to no errors helping retain customers while having sales continue resulting in a thriving business.

Chicago, Illinois, United States

Administered and directed team of 12 CS representatives in meeting sales goals for apartments.com, rentalhomesplus.com, and apartmenthomeliving.com. Created motivated and positive environment to inspire and guide employees on effectively dealing with customers and sales team.• Exhibited strong interpersonal skills while managing escalated requests and fostering lucrative relationships with internal and external customers.• Guaranteed customer interaction activities alignment with business goals by performing quality audits of calls/cases.• Amplified team performance by organizing one-on-one training and coaching sessions for representatives and team leaders.

Trained all new hires on process & procedures of an Internet Support Specialist.

Greater Chicago Area

Provided customer service to all that had advertisements on apartments.com. Assisted them with making changes to their ads and answered any questions/concerns regarding the tools & services available to them as customers.

Meetings & Travel Provide administrative support to the ABA Meetings & Travel Asst. Director, Sr. Meeting Planner and Programs DirectorInput meeting specifications and changes into PACE (meeting planning database)Correspond via phone/e-mail with Section/Division Heads of the ABA and affiliates of the Bar regarding meeting requests.Correspond with the Hotels/Venues regarding any changes of or request for events being held at their facilityAssist with Post convention reports and gratuity issuanceAssist members via telephone with meeting registration information and event details.Registration

. Real Property Probate & Trust Law Section Provide meeting planning and administrative support to the CLE & Meetings ManagerInput of meeting/registration data into MMIS and PACE (meeting planning database)Registrar for a mass amount of program registrants; Communicate with speakers & handled their requests.On-site registrar at section meetings, balancing daily ticket sales and other registration revenue. Coordinate room set-up, signage and materials needed for individual committee meetings and programs.

Provided administrative and clerical support to five sales executives the VP and President of the company.Directed incoming calls handling eight lines for approximately sixty five employees.Greeting and directing incoming customers. Invoicing & file maintenance

Provided clerical support to the buyers and their manager.Processed and distributed purchase orders. Maintained file room; receptionist for department.

Trained new hires on entering necessary data from Trader Tickets and educated them on money market securities.Confirmation/acknowledgement preparation and control; maintained security file on divisions operating system.Data Entry OperatorData entry from Bank Trader Tickets for the purchase and sale of government and money market securities.