LaShonna Easley

**** ******* *** ** ********, VA 20110

804-***-****

OBJECTIVE:To obtain a position in a progressive, well-paced, professional environment, where I can exceed the needs of the company and play a tangible role in achieving company goals. TECHNICAL PROFICIENCY:

Operating Systems/Software: Mac OS, Windows XP, Windows 7, Microsoft Word, Excel, QuickBooks, PowerPoint, Adobe Photoshop, WordPerfect, Google Chrome, Internet Explorer, Practice Fusion, EMR, Practicefusion

WORK EXPERIENCE:

Call Auditor-Contractor American Institute of Research (non-profit) December 2019-March 2020

● Analyze calls and score them based on the rubrics for each tier of calls

● Review calls from over a 100 agents based on school testing needs

● Operated the 8x8 and quality management tools for scoring calls and emails for analysis

● Monitor and measure the quality of inbound/outbound customer service calls

● Prepare audit reports for management in order to evaluate call performance of agents Customer Service Rep American Disposal Services

October 2018-December 2019

● Work with other departments to resolve customer disputes and payments

● Assist customers by phone and email to schedule container deliveries, pickups, cancel service, start service and restarting accounts with 1st quarter payments

● Determine charges for services requested, collect deposits, prepare change of address records and issue discontinuance orders.

● Use Microsoft word, office, excel, outlook

● Report to floor supervisor and Customer Service Manager on reports via excel and outlook documents

● Re-created the training manual that will be used by all ADS offices in GA, CO, & VA

● Take over 80 calls per day

● Flexible to work and learn from multiple departments in order to better assist the company Customer Service Rep Lincare

September 2017-July 2018

● Collect payment for patients co-pays

● Responsibilities include obtaining pre authorization from various medical companies

● Answer multi-line phone systems

● Contact and schedule patients appointments

● Contact doctors offices for paperwork and patient history

● Maintain confidential documents and communication with various companies in regards to business information

● Maintaining all records as well as HIPAA guidelines

● Processed all medical billing and coding as well as insurance verifications Executive Assistant Euclid Systems Corp

April 2017-September 2017

● Performs administrative duties for executive management

● Responsibilities include screening calls; managing calendars; making travel arrangements, meeting and event arrangements; preparing reports and financial data

● Support staff; and customer relations.

● Utilization of computer and Internet research skills, flexibility, excellent interpersonal skills, project coordination experience,

● Work with all levels of internal management and staff, outside clients and vendors.

● Maintain confidential documents and communication with various companies in regards to business information

● Maintaining all HR files and new employee orientation

● Do bi-weekly payroll hours for both manufacturing and office staff Customer Service Representative National Recreation & Park Association September, 2016 —March 2017

● Resolve customer complaints via phone, email, mail, or social media

● Use telephones to reach out to customers and verify account information

● Assisted customers with points a courses to renew there Park and recreation certification

● Assisted with ticket sales for the Park and Recreation conference Member Service Representative (temp) Northwest Federal Credit Union June 2016-August 2016

● Responsible for the delivery of exceptional member service through the branch assigned.

● Provide members and prospective members a full range of products and services offered by performing teller transactions, member service and lending duties.

● Professionally display a unique opportunity to establish relationships and build rapport with our membership.

● Interpret and resolve basic account discrepancies, make on-the-spot decisions regarding member transactions, while maintaining NWFCU’s policies and procedures. Kolb Electric

March 2016-July 2016

Customer Service Representative

● Professionally receive and direct calls for both internal and external clients.

● Process all follow up calls for electrical service provided in a timely manner to insure client is satisfied or have any additional questions.

● Effectively organize files for dispatch on service orders for efficient production.

● Provide assistance to all office personnel and other departmental staff.

● Accurately receive and process payments for invoices, completed work orders, and proposals Hospitality Concierge (temp) Hire Strategy

December 2015-March 2016

● Professionally welcome and greet as well as receive and direct calls for all clients both internal and external.

● Act as a point of reference for clients requesting assistance or information.

● Place follow up calls to help provide an overall satisfactory experience.

● Maintained valuable relationships with a variety of vendors and office personnel.

● Organize and file office documents for immediate access or confidentiality safe keep. Office Manager (temp) Beacon Hill Staffing

July 2015-December 2015

● Provided administrative support to SVP, VP, and Executive Assistant such as answering incoming phone calls, sending emails, coding and billing invoices.

● Maintained supply orders and company inventory by distributing pantry, copy room, equipment and office supplies inventory as well as FedEx and UPS pickups and drop offs.

● Provided general support to all staff in Reston, VA and our DC location.

● Followed up with contact support to all AALU members for updated information to membership profiles.

● Maintained a clean office space and lobby area.

Receptionist/Security officer G4S Secure Solutions July 2011-July 2016

● Greeted incoming visitors and log them into the various computer systems. Answered multi-line phone calls and dispatch them to proper clients.

● Provided security at headquarters by checking inbound and outbound vehicles.

● Provided assistance to the CEO's, VP's, and Executives at Altria.

● Monitored security cameras and report suspicious activities.

● Reviewed and responded to emails from employees and contractors. EDUCATION/CERTIFICATIONS:

FEMA Emergency Management Institute: Certified in Workplace Violence Awareness & Active Shooter Virginia Commonwealth University, May 2009

Bachelors of Science in Criminal Justice

Current student at

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