LAKISHA RICHARDS

Customer Service Operations Representative

678-***-**** Lithia Springs, GA ad3ae6@r.postjobfree.com

PROFESSIONAL SUMMARY

Senior Customer Service Professional with 10+ years of experience specializing in continuous improvement, client relations, and cross-functional leadership. A proven track record of building strong client relationships and identifying opportunities to enhance the customer experience and improve satisfaction ratings.

AREAS OF EXPERTISE

Customer Relations

Resource Planning

Data Analysis

Data Integration

Customer Satisfaction

Product Knowledge

Process Improvement

Project Management

PROFESSIONAL EXPERIENCE

Operations Manager November 2018 – Present

Neal Down Creations. Atlanta, GA

Delivered persuasive sales presentations, negotiating, and closing contracts worth $20 thousand monthly sales.

Cultivated relationship with key clients, resulting in a 20% increase in sales revenue in the first year.

Proactively analyzed market trends and competitor activities, identifying, and capturing 5 new business opportunities per quarter.

Developed and implemented a new inventory management system, resulting in a 25% reduction in inventory costs and a 15% increase.

Client Service Specialist III January 2020 – November 2021

Emory Healthcare. Atlanta, GA

Utilized multiple systems and tools to meet the established KPI’s, including customer experience, first contact resolution, call quality and call handling time.

Provided reports to upper management on previous day performance metrics, detailing service levels, average handle times, forecasted call volume resulting in 5% reduction in callers hold time achieving service level targets.

Managed employees work assignments which included short-term and long staffing and overtime decisions based on real-time and long-term call trends leading to a 12% reduction in payroll budget.

Analyzed call trends though call listening to uncover customer concerns that drive the business and work with internal departments to develop solutions improving customer experience.

Store Manager April 2019 – November 2019

Company Name. City, ST

Succesfully managed $2.2 million-dollar store, bring sales from negative 32% comp to a positive 74.14% comp in 3 weeks of taking over store.

Monitored inventory levels to re-stock customer favorites and trending items, increasing sales revenue by 37%.

Conducted 10+ high-impacting training sessions, equipping assistant managers with essential HR skills, increasing promotion readiness.

Implemented innovative employee compensation program resulting in a 15% employee satisfaction retention rate.

Schedular/Secretary October 2016 – November 2018

Northside Hospital. Atlanta, GA

Increased efficiency by 30% through effective appointment management, processing 100+ emails,daily, and preparing 50+ documents per week, resulting in improved productivity and seamless workflow.

Prepared and filed patient charts, shredded sensitive files, organized digital charts within EPIC, and backing up data daily.

Managed the procurement and maintenance of office equipment, ensuring all equip was functioning properly and reducing downtime by 15%.

Service Operations Specialist II November 2014 – October 2016

Emory Healthcare. Atlanta, GA

Built rapport with each of the 100 + callers asking probing questions and understanding how to create the best in-class experience with staff, departments, and community agencies, while resolving caller request on first contact 97% monthly.

Applied problem solving knowledge to handle and resolve irate caller problems independently while seeking guidance in high complex situations while increasing the service level up by 23%.

Managed paging and answering service to connect doctors, staff, and patients.

Relayed overhead pages to make staff aware of emergency codes within Emory Healthcare.

Operations Specialist II October 2013 – November 2014

Total Filtration. Atlanta, GA

Utilized and managed the Order Entry, Purchasing, and Shipping & Receiving processes within Company database ensuring that all steps are followed, including the use of the requisition worksheet, the sales order release report, etc.

Coordinated new part set-ups and inventory updates within company database ensuring 98 % accuracy of on-hand inventory.

Collect revenue from delinquent accounts by making phone calls and sending out emails.

Resolve account discrepancies by investigating documentation, verifying accounts by reconciling statements and transactions.

EDUCATION

Bachelor of Science, Criminal Justice, Georgia State University, Atlanta, GA

TECHNICAL SKILLS

MS Office (Word, Excel, Powerpoint, and Word) Tableau SQL Pivot Tables XLookUp Cerner Epic

Contact this candidate