Customer Service Quality Assurance

Rayshaun Lampkins

***** *** *** **** ***. ****, Stevenson Ranch, CA 91381

Cell: 661-***-**** ****************@*****.***

Career Overview

Strongly motivated to lead with a passion for achieving customer satisfaction while striving to build long term relationships

with customers and clients. Seasoned in conflict resolution with high standards as a sharp problem solver

dedicated to process improvement.

Core Strengths

Seasoned in conflict resolution High customer service standards

Sharp problem solver Dedicated to process improvement

Energetic work attitude Proficient with Microsoft Office Suite

Work Experience

Owner and Operator

June 2011 to Current

One Call Maintenance Services – Neenah, WI

Managed a local family owned business

Mentored, coached and trained 3 team members.

Hired and trained new employees for facility maintenance needs.

Stripped, sealed, finished and polished floors.

Carpet extraction and interior/exterior window cleaning.

Notified building managers about needed repairs and replacement equipment.

Cleaned office areas, labs, research areas and residential homes.

Maintained all janitorial equipment in a clean, safe and operable condition.

Customer Care Representative

June 2009 to March 2011

AmerisourceBergen – Valencia, CA

Made reasonable procedure exceptions to accommodate unusual customer requests.

Demonstrated mastery of customer service call script within specified timeframes.

Addressed customer service inquiries in a timely and accurate fashion.

Maintained up to date records at all times.

Ran reports and supplied data to fulfill customer report requirements.

Built customer loyalty by placing follow up calls for customers who reported product issues.

Facilitated information flow between customer service, account management operations, quality assurance,

training and payroll departments to guarantee call center objectives were met.

Clinical Intake Specialist

July 2007 to March 2009

Humana Insurance – Green Bay, WI

Performed various administrative duties, including data entry and document preparation.

Created new call tracking processes for increasing customer service satisfaction.

Developed highly empathetic member relationships and earned reputation for exceeding daily goals.

Cross trained and provided back up for other customer service representatives when needed.

Worked as a team member assisting nurses with clinical reviews to determine medical necessity.

Managed quality communication, customer support and product representation for each member and provider.

Managed IPA, HMO, PPO, Medicare and Humana One Products

Educational Background

Business Management Courses

University of Phoenix – Online Campus

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