Customer Service Sales

Lakesia McKinnon

**** *** ***** ** ********@***.*** Work: 910-***-****

Fayetteville, NC 28314 Cell: 910-***-****

Dedicated customer service professional with 12+ years of experience in

retail and in-bound virtual call center. Excellent communication skills,

highly motivated, with a positive attitude.

Respected participant of customer-focused teams; instill a shared,

enthusiastic commitment to customer service as a key driver of company goal

attainment. Lead by example and ensure the execution of all safety,

security, compliance, quality and strategic goals are met.

Areas of Expertise

Complaint Handling & Customer Satisfaction Teambuilding &

Resolution Enhancement Training

Stress Tolerance Excellent Communication Strong Organization

Skills Skills

Synopsis of Achievements

. Consistently meet/exceeds all Call Center metrics including quality

monitoring, ECHO, and warranty sales.

.Helped increase JD Powers scores by delivering outstanding customer

service and providing one call resolutions.

.Officially commended for positive attitude, enthusiasm, integrity, intense

customer focus, and dependability on all performance evaluations.

Excellent interpersonal skills, ability to work well with others, with

supervisory staff and coworker.

Professional Experience

Piedmont Natural Gas - Fayetteville, NC 04/05 to 08/13

Customer Contact Representative

Handle customer inquiries, complaints, billing questions, payment

arrangements, and service order requests. Calm irate customers, repair

trust, instill loyalty, and achieve win-win outcomes all while projecting a

professional company imagine though phone interactions. Responsible for

verifying the customer's identity using the world's largest online database

Lexis Nexis as well as Risk view. Provide technical support for customers

using Piedmont Natural Gas's website. Noted for achieving the highest level

of first call resolution. Noted for providing exceptional customer

service. Duties and tasks are standardized

Highland Clinic Fayetteville, NC

11/04-04/05

Processing Clerk

Responsible for taking all the new patient information over the phone, and

scheduling the initial appointment. Processing the new patient paperwork

upon the initial appointment. Answering the multi-line phone and taking

messages. Greeting the customers and checking them in. Taking the

customer's credit card, cash and check co-payments. Calling the insurance

companies and verifying the co-payment, the deductible and that the

insurance is still active. Opening and closing the clinic. Preparing the

patients appointments.

Gloria J. Matthews Academy

09/04-11/04

Teacher

Worked with the students and strived to give the students both academic

and spiritual tools to effectively accomplish God's will for their lives.

CINGULAR WIRELESS/AT&T - Fayetteville, NC

06/02-01/04

Customer Service Representative

Assisted external customers with routine requests, questions and concerns

through research and resolution. Researched products, services, billing

and installation/repair requests. Ensured that customers received the best

service possible while processing request and concerns. Sold wireless

service and corresponding products for enhanced service. Was also

responsible for credit/collections/activation's and revenue management.

Received product orders and prepared them for entry into the database.

Duties and tasks were standardized.

Sprint LTD

07/00-6/02

Customer Sales Representative

Assisted customers when they called into ask specific questions

about their local or long distance telephone bill or account. Answered

questions regarding features and confirmed the status of orders already

placed. Placed new orders for telephone service and sold various Sprint

products and services. Processed payments for customer local and long

distance accounts. Sold and answered questions about Sprints high speed

date service.

Mac's Auto Sales

06/94-07/99

Office Manager

Sold cars and handled cash transactions. Opened and closed the car lot.

Had to develop ongoing relationships to enhance future sales. Handled all

the administrative duties to include: typing, file maintenance, incoming

calls, and arranging meetings. Was responsible for accounts receivable and

payable. Greeted customers in a professional and courteous manner.

Expedited ups mailings and federal express. Was in charge of inventory

control.

Education and Training

Sandhills COMMUNITY COLLEGE Pinehurst, NC

08/12 to present

Currently enrolled

Douglas Byrd HS - Fayetteville, NC

09/91 to 06/94

Training: Completed numerous courses and seminars in customer service, soft

skills, quality monitoring, time management, leadership, and organization.

Proficient in: S2K, Lotus Notes, Snapshot, and Lexis Nexis. Microsoft

Office applications including: Microsoft Word, Excel, Access, and

PowerPoint.

References available upon request

Contact this candidate