Lakia Lovett

Katy, TX *****

acoyzx@r.postjobfree.com - 720-***-****

Qualified Customer service agent with 4 years in fast-paced customer service and call center environments.

Personable and professional under pressure. Call Center Representative versed in customer support in high

call volume environments. Superior computer skills and telephone etiquette. Patient and empathetic with

extensive background in conflict resolution and customer care. Customer service professional skilled in training

staff and establishing rapport with clients. Self-motivated with exceptional communication and computer

capabilities. Also advanced knowledge of MS Office Suite and experience creating Excel databases and

PowerPoint presentations for top executives. Office Assistant with 2 years of billing and coding, patient charting

and appointment scheduling in a busy office setting. I am an employee who goes above and beyond basic

administrative tasks and takes on multiple projects at once. Excellent work ethic and strength in boosting

company morale.

WORK EXPERIENCE

Customer Service Representative

Cigna Health Spring - Houston, TX - July 2014 to December 2014

Responsibilities

Manages the daily activities of a group of customer service representatives who respond to/research customer/

member inquiries/issues.

Provides direction and guidance regarding policies, procedures, workflows, customer service quality.

Responsible for monitoring customer service standards.

Answered an average of 150 calls per day by addressing customer inquiries, solving problems and providing

new product information.

Provided an elevated customer experience to generate a loyal clientèle.

Built long-term customer relationships and advised customers on plans and proscriptions.Learned, referenced

and applied product knowledge information.

Set up and explained new the enrollment process.Recommended alternative plans.

Customer Service Specialist

Nordstrom Credit - Arapahoe, CO - January 2013 to July 2014

Responsibilities

Authorize Point of Sale (POS) register referrals and catalog sale transactions.

Process credit line increase requests, reactivate accounts and process

Change of Address (COA), Card Orders and Statement Reprints.

Disposition new account applications phoned in from our stores on applications referred for manual review

and open new accounts.

Respond to card activation calls for new account relationships and explain card benefits.

Answering Visa and Retail customer 800# calls concerning basic customer billing statements or other account

inquiries.

Troubleshoot customer inquiries regarding enrollment, password, sign-on issues and other online related

questions.

Obtain information from customers responding to Store event invitations (RSVP Line), privacy, change in

Terms (CIT) and other marketing related activities.

Receptionist

Lovett Concrete Works - Denver, CO - April 2011 to January 2013

Responsibilities

Answered and quickly redirected up to 25 calls per Hour.

Created detailed expense reports and requests for capital expenditures.

Ordered and distributed office supplies while adhering to a fixed office budget.

Managed office supplies, vendors, organization and upkeep.Directed guests and routed deliveries and courier

services.

Answered and managed incoming and outgoing calls while recording accurate messages.

Opened and properly distributed incoming mail.

Helped distribute employee notices and mail around the office.

Maintained a clean reception area, including lounge and associated areas.

Organized all new hire, security and temporary paperwork.

Completed data entry, tracked resumes and maintained the applicant tracking system.

Processed client rebate reconciliation, reporting and check requests.

Prescription Plan Specialist

Connextions - Arapahoe, CO - July 2012 to December 2012

Responsibilities

Responsible for primary care, case management, and medication management.Assessed patients and

documented their medical histories.

Evaluated patient care needs, prioritized treatment, and maintained patient flow.

Authorized drug refills and provided detailed prescription information to pharmacies.

Developed and produced all office flyer notifications for important policy changes, office news and events.

Managed various general office duties such as answering multiple telephone lines, completing insurance forms

and mailing monthly invoice statements to patients.

Provided patient education.

Acted professionally and patiently when addressing negative customer feedback.

Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.

Met or exceeded service and quality standards every review period.

Technical Support

24-7Intouch - Aurora, CO - August 2011 to December 2012

Responsibilities

Effectively managed a high-volume of inbound and outbound customer calls.

Gathered and verified all required customer information for tracking purposes.

Accurately documented, researched and resolved customer service issues.

Resolved service, pricing and technical problems for customers by asking clear and specific questions.

Managed high call volume with tact and professionalism.

Oversaw call center employees to ensure customer satisfaction goals were consistently met.

Analyzed call volume and average call time to monitor Customer Service Representative performance and

productivity.

Installed software, modified and repaired hardware and resolved technical issues.Created cases and claims

for damaged, lost or displaced packages.

Resolved problems with malfunctioning products.

EDUCATION

Associates Degree in Medical

Penn Foster - Denver, CO

2014 to 2016

Diploma

Goal Academy - Aurora, CO

2011 to 2012

SKILLS

MS WIndows

Creative Problem Solving

Exceptional Customer Service

Strong Communication Skills

Strong Computer Skills

Multi-Line Phone Systems

Avaya

Familiarity with Key Performance Indicators (KPIs)

HIPAA compliance

Articulate

Flexible

Professional Presentations

Appointment Scheduling

Certified in 10-key

Self-Motivated

Microsoft Excel

QuickBooks

Team leadership

35 WPM

LINKS

http://www.linkedin.com/pub/lakia-lovett/7b/b8/28b/

Contact this candidate