Customer Service Call Center

Lakeya Gantt

************@*****.*** 704-***-****

A strong leader with over 7 years of experience in call center operations, payment processing, and policy development. Highly skilled in identifying improvement areas and developing policies and procedures to resolve deficiencies and personnel forecasting. Possesses a knack in investigating, and problem-solving employee issues to guarantee a reliable and productive workforce.

Skills

Escalation coaching

Account Management

Decisive Decision-making skills

Excellent analytical skills

Supervising professionals

Policy Analysis

Juggling multiple tasks

Attention to detail

Problem Resolution

Customer service expertise

Process Improvement

Quality Auditing

Experience

Service Center Supervisor April 2016 – Present

Iqor Virtual, NC

Anticipates the interdependencies of projects and initiatives and is responsible for ensuring an integrated approach. Improved service quality and increased sales by developing a strong knowledge of the company's products and services. Manages and oversees a team of call center agents. Created a training manual targeted at resolving even the most difficult customer issue. Motivates and supports agents through feedback and communication. Successfully managed the activities of customer service team members in multiple locations. Measures KPI’s like inbound calls, call waiting, and call abandonment. Monitored the daily activities of the customer service department. Assists with taking agents’ calls if they can’t handle the workload. Improves quality of results by recommending changes. Provides product/service information by answering questions and offering assistance. Keep track of employee attendance, and make sure work procedures are complied with. Assist in hiring and onboarding new employees.

Payment Processor March 2014 – Jan. 2016

BCN Charlotte, NC

Analyze payments made via lockbox that cannot be processed without further review and research through internet sites.

Provided introductory and ongoing training and education to staff. Performed daily cashiering and resolved cashiering issues. Performed weekly quality audit for accuracy of cash postings Successfully complete day end processing.

Assured daily posting of all payment and adjustments and proper cash posting and balancing to tape totals, deposits and day end totals.

Researched and correctioned of all transactions relating to unapplied cash. Research unpaid items and update records accordingly, ensuring accounts are updated accurately. Managed and led teams that cross multiple functions and have significant impact on the line of business and organization.

Lead both proactive and reactive projects and initiatives designing and building best-in-class AML/Compliance programs Head cashier October 2011 -Mar. 2014

Burger King Charlotte, NC

Managed all cash and credit transactions through the POS system operation and makes sure that any operating problems communicated to the supervisor are handled.

Greeted customers as they get to the counter with their purchases and provides them with information on prices of the products.

Accepts both credit cards and cash and processes payments according to the standard operating procedures Tenders receipts and change to customers and makes sure that they check out before they leave the counter Actively monitored the other cashiers and provides intervention and help where it is required. Balanced the cash register at the end of each shift, making sure that before the end of each shift any discrepancies encountered are resolved

Ensures that customers are guided or offered suggestive upsell items and provides them with appropriate information. Informed customers of deals offered on new items to encourage them to make additional purchases.

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