Customer Service Specialist

LAKEISHA FORD

832-***-**** ********@*****.*** Missouri City, TX. 77459

SUMMARY

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. SKILLS

SAP Microsoft Office Suite—Word, Excel

TMS WMS SharePoint Salesforce

Communication Statistics Time

Management

Sensitivity: Business Internal

Customer Relationship Management

Customer Service

Telephone Etiquette

Customer Relations

Customer Service

EXPERIENCE

Customer Service Specialist, Axalta Coating Systems Ltd., January 2023-Current Houston, TX

Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.

Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.

Documented customer correspondence in CRM to track requests, problems and solutions. Upheld quality control policies and procedures to increase customer satisfaction. Improved customer service wait times to mitigate complaints. Troubleshot shortages and overages to support quality control efforts. Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.

Answered inbound calls, chats and emails to facilitate customer service. Demonstrated excellent communication skills in resolving product and consumer complaints. Remained calm and professional in stressful circumstances and effectively diffused tense situations.

De-escalated problematic customer concerns, maintaining calm, friendly demeanor. Consulted with customers to resolve service and billing issues. Escalated customer concerns, issues and requirements to supervisors for immediate rectification.

Asked probing questions to determine service needs and accurately input information into electronic systems.

Educated customers on special pricing opportunities and company offerings. Informed customers about billing procedures, processed payments and provided payment option setup assistance.

Used proven techniques to de-escalate angry customers during telephone interactions. Made outbound calls to obtain account information. Home Health Care Provider, Lanore's Home Health, December 2021-December 2022 Houston, TX

Maintained clean and well-organized environment for client happiness and safety. Supervised medication administration, personal hygiene and other activities of daily living. Dressed, groomed and fed patients with limited physical abilities to support basic needs. Developed strong and trusting rapport with patients to facilitate smooth, quality care. Assisted with client personal care needs to foster independence and well-being. Assisted patients with personal care to alleviate burden on family members. Aided with mobility and independence for disabled individuals and continually monitored safety.

Arranged medications and dispensed prescribed doses at scheduled intervals. Prepared meals and snacks to meet individual nutritional requirements. Interacted with patients through games and fun activities to boost mood and improve overall memory.

Helped patients move in and out of beds, wheelchairs or automobiles and with dressing and grooming.

Documented patient status and reported changes in care needs. Planned, prepared or served meals to patients according to prescribed diets. Customer Service Specialist, MATRIX INSTRUMENTS, January 2020-May 2020 Houston, TX

Monitored calls, online messages, and live chat requests and verified quality of service delivered by center representatives

Fielded escalated calls from customer service team members to resolve problems and restore customer loyalty

Responds to customer inquiries by researching status for shipments, past dues and expedites Handled management-level issues in place of senior staff to maintain continuity of leadership Determined customers' needs with quick assessments and coordinated appropriate responses Established and analyzed service metrics to effectively communicate results and improve customer service team operations.

Maintained clean and well-organized environment for client happiness and safety. Supervised medication administration, personal hygiene and other activities of daily living. Dressed, groomed and fed patients with limited physical abilities to support basic needs. Developed strong and trusting rapport with patients to facilitate smooth, quality care. Assisted with client personal care needs to foster independence and well-being. Assisted patients with personal care to alleviate burden on family members. Helped clients stay happy and healthy by providing mental and emotional support. Aided with mobility and independence for disabled individuals and continually monitored safety.

Arranged medications and dispensed prescribed doses at scheduled intervals. Prepared high-quality nutritious meals for patients to promote better overall health and improve eating habits.

Interacted with patients through games and fun activities to boost mood and improve overall memory.

Helped patients move in and out of beds, wheelchairs or automobiles and with dressing and grooming.

Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.

Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.

Documented customer correspondence in CRM to track requests, problems and solutions. Upheld quality control policies and procedures to increase customer satisfaction. Assisted customers with making payments or establishing payment plans to bring accounts current.

Improved customer service wait times to mitigate complaints. Troubleshot shortages and overages to support quality control efforts. Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.

Answered inbound calls, chats and emails to facilitate customer service. Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Developed strong customer relationships to encourage repeat business. De-escalated problematic customer concerns, maintaining calm, friendly demeanor. Consulted with customers to resolve service and billing issues. Escalated customer concerns, issues and requirements to supervisors for immediate rectification.

Fielded customer complaints and queries, fast-tracking for problem resolution. Asked probing questions to determine service needs and accurately input information into electronic systems.

Logistics Analyst, Schlumberger, January 2017-October 2019 Sugarland, Texas

Prioritized work based on business demands and freight delivery times. Relayed information between drivers and recipients regarding ETA and potential delays. Evaluated problematic conditions to resolve issues and optimize service levels. Logged, processed and followed up on merchandise authorization shipments in databases. Collaborated with warehouse and other entities to coordinate physical movement of products between internal sites.

Dispatched information to service providers to schedule freight movement. Managed paperwork and necessary information required for client shipments. Customer Service Specialist, OWENS and MINOR, July 2016-December 2017 Houston, Texas

Drove strategy and managed the execution of Owens & Minor's customer service model within the acute and non-acute settings

Accountable for overall customer experience, service operations execution, teammate engagement, and overall delivery of the company's customer experience strategy and roadmap

Oversaw the Owens & Minor Medical Distribution business' Service Operations Team (300+ teammates), including international entities

Identified opportunities to improve the customer experience, analyzing trends and exploring improvement opportunities through partnership with the customer experience process improvement team.

Supply Chain Demand Planner, THERMO FISHER SCIENTIFIC, September 2015-July 2016 Houston, Texas

Responsible for management of the signaling of demand through the Integrated planning process for CGT (Cell and Gene Therapy) Business Unit Operated as a lead planning point of contact for matters specific to the business unit as well as the liaison between customers and cross-functional internal teams to ensure the timely and successful delivery of our products

Lead the monthly demand management process and the integration of the output from this process into the Sales, Inventory, and Operation Planning Process (SIOP). Logistics Planning Analyst, WASTE MANAGENT SERVICE, April 2012-September 2015 Houston, Texas

Performed process improvement, business process analysis needs assessments, and preliminary cost/benefit analyses

Acted as a Subject Matter Expert, data steward, and technical expert for Supply Chain and Logistics department

Undertook projects requiring specialized business knowledge and decision making that influenced others across the company to adopt newly re-engineered processes into the Waste Management business

Provided assessment and recommendations to management by getting stakeholders' buy-ins Provided high-impact communication by clearly and succinctly conveying information and ideas to individuals and groups in a variety of situations by communicating in a focused and compelling way that drives others' thoughts and actions. Logistics Administrator, Contractor, KELLOGG BROWN and ROOT, January 2009-March 2012 Houston, Texas

Responsible for the development of logistical plans, policies, and procedures necessary to provide support in the logistics areas of supply, transportation, maintenance, and services Recommended and coordinated the logistics support structure to perform the logistics functions of the project while coordinating the interface between logistics functions such as transportation, maintenance, and warehousing to ensure efficient, timely, and cost-effective support to the customer

Analyzed work processes to developed metrics for the measurement of customer performance

Coordinated with Environmental, Safety, and other Shared Services in functional areas as appropriate in regard to logistical functions performed under contracts. EDUCATION AND TRAINING

High School Diploma: Honors Graduate

Advanced Studies, Edgewater High School, Orlando Florida May 2016 with honors

Certification: Customer Service Leadership Support Professional Training by Service Strategy - Onsite

May 1994

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