Lacha' Mitchell

**** *. ********* **

Petersburg, VA 23803

adn01e@r.postjobfree.com

919-***-****

Career Focus:

Accomplished Customer service directly and indirectly in support roles with over thirty years of experience in providing excellent customer interactions in direct call center /indirect call center/customer service, technical support, sales, supervising, retention, quality assurance training, mentorship, Microsoft Office skill in basic accounting, financial collections, record keeping, Quickbooks, Quicken, creating reports with valuable data to assist in ensuring accurate information is presented to create positive results in subject matter, attendance tracking, coaching, employee evaluations, customer service support functions and facilitating business as well as literary presentations. I’m an avid writer of fiction works, Christian Fiction, Non -Fiction, Contemporary Romance and Urban Romance. I am a self –motivated, self-sufficient, quick in learning and love working to assist others to reach full potential in their positions. I'm experienced in multitasking, working in fast paced, high volume virtual environments. Strengths also included are in effective communications, time management with little to no supervision, interpersonal skills, building rapport with customers, my peers and great working relationships with senior management. well-rounded and enthusiastic about moving into the next level of my professional career.

Author/Writing Experience:

Peace In the Storm Publishing:

2021- October

Non-fiction Anthology Contributing Author: Out of the Ashes

Urban Christian Books 2015- December, January

Speak of the Devil Fiction Novel

Up Pops the Devil Fiction Novel

Silent Unity Publishing Presents: 2013

Cance the Silent Storm- Memoir

Silent Unity Publishing Presents:

Destiny’s Child, Young Adult Fiction Novel 2011

Tranquil Moments LLC: 2009

Non-Fiction Broken but Healed Anthology Contributing Author

Butterfly Press LLC:

Have a Little Faith 2009 Anthology Contributing Author

Wells Fargo:

Business Support Specialist: August 2020- Present

Wells Fargo:

Providing excellent customer service to Wells Fargo customers. Assisting with Quickbook, Quicken internet technology, providing digital banking support, tracking and diagnosing problems with virtual banking on behalf of the customer. Partnering with customers to ensure that their banking experience is secure, and handling any other online banking questions, creating claims and cases for research purposes.

Account Resolution Specialist 3: August 2017- August 2020

Providing excellent customer service to Wells Fargo customers, partnering with them to cure delinquency on accounts while negotiating acceptable arrangements to refrain from repossessions of their vehicle.

Provided quality calls to ensure that all calls were handled properly. Kept customer information secure, followed policies/procedures/protocols set forth to ensure a positive experience to extend the business relationships with customers.

Subject matter expert by providing training for new hire classes, transition as well as on the production floor.

Time Warner Cable/Charter Communications:

Customer Care Supervisor: January 2016- August 2017

Managing a team of sixteen to eighteen individuals for Quality assurance, adherence, attendance, and other job requirements that included targeted (auditing) calls, listening for positive and negative trends for coaching purposes to improve call flow for a above and beyond customer experience.

Implemented successful action plans for those agents who were trending up or down in desired metrics to improve individual and team performance week over week. Coaching to addressing behaviors of calls versus numeral goals. Attended weekly meetings to discuss metrics of each time, opportunities as well as strengths. Employee recognition as well as employee management.

Sought and attended all training opportunities, increased technical support skills for hardware used in the telecommunications business, provided reports on progress each day and throughout the year for performance management purposes.

Tracked attendance and interviewed potential applicants during the hiring process. Conducted evaluations for yearly performances throughout the year as well as implemented performance improvement plans to ensure agents were fully trained.

Researched all corporate escalation concerns for customer satisfaction.

Provided weekly status updates on employees individually pertaining to their skill sets and metrics/goals analysis to be met week over week.

Time Warner Cable/Charter Communications:

Virtual/ Quality Advocate for Quality Assurance & Customer Service Support: December 2013- January 2016.

Quality Monitoring:

Call audits by tracking data pertaining to positive behaviors, adherence to call flow processes. Identifying strengths as well as opportunities and trends for every agent. The information was valuable in providing accurate feedback to leadership locally and virtually across the Carolinas.

Targeted Listening:

Identified and defined trends that were impacting agent's first call resolution, customer satisfaction, adjustments, no talk time, dispatch rate, sales, retention, transfer rates and average handle time. Once the data was collected, coming up with action plans in order to better support the agents in areas they need to be strengthened.

Supervisor Partnership Meetings:

Partnered with Assigned supervisors once a month to go over any metrics deficiencies and come up with action plans for those agents who needed additional support to meet or exceed the expectations set forth. Assisted with peer triangle- coaching with the supervisors to provide tips or feedback on how to strengthen any agent's areas of weakness.

Attend Team Huddles:

Supported teams/supervisors with their team meetings, by conducting calibration calls where the agents listened to and rate the call for quality assurance. Ability to notify and discuss with agents any trends that were detrimental to each of my teams’ success. Encourage questions surrounding sales, quality assurance, COMPASS and providing additional tips to make sure customers are given an excellent customer experience. Example; role playing, hand- outs and tip sheets.

Mentoring Sessions:

Scheduled and conducted coaching sessions with care agents and provide tips on how to implement new information on how to ensure customers are moved beyond the call into a positive experience. Role played with agents to show them how calls can be handled other than what we have listened to. With sales being one of the challenges in the call center for agents; role playing can provide the added support in teaching agents how to transition a call from need to want. Along with offering additional products/services provided by Time Warner Cable being the nucleus of the business aspect, I encourage all of the agents that I work with each time that we meet and give praise before discussing areas of opportunity.

Facilitating In Training Environments Virtually/Face to Face;

Actively participated in all Leadership and Cross Site Calibrations. I have led and supported leadership and lead calibrations for customer care and leads throughout the Carolinas.

I have been the winning recipient of the STAR awards for First Call Resolution three times, Customer Satisfaction, named a STAR top performer for First Call Resolution at the end of the year of 2014 and 2015.

New Hire Training:

Presentation of the COMPASS program to new hires for training purposes during their training in the classroom setting, with the maximum student number of 21. Once this information has been explained, a call is played for the class to discuss and rate. This brings purpose for the agents in have the expectation set for their arrival of what Quality Assurance is seeking before they are released to the floor.

Time Warner Cable- Customer Care - Front Counter Rep II- October 2012- December 2013

Provided all face to face customers with an excellent Customer Service experience.

Processed customer payments efficiently in a timely manner.

Processed Issue Trak/Customer Satisfaction for customers when payments needed to be researched or when equipment on one’s account is in question.

Issued/Maintained Equipment placed on customer's accounts.

Order Entry for new and existing services and explaining billing concerns and the up-selling of TWC products and services by positioning product value and need.

Preparing Bank Deposits and Cash balancing.

Time Warner Cable - Customer Accounting/Finance Clerk: January 1999- October 2012

Payment Entry of residential and corporate account with an accuracy rate of 99%.

Processed customer satisfaction adjustments Entry/Audit with an accuracy rate of 99%.

Cash Reconciliation and the recording of cash reconciliation reports in Excel.

Processed bank drafts and credit card draft with an accuracy rate of 99%.

Processed and audited work orders for quality assurance.

Processed and mailed of customer's manual refund checks.

Processed Issue Trak for payment, equipment dispute research on behalf of the customer.

Time Warner Cable - Customer Service/Front Counter Rep: June 1996-Jan-1999

Provided all face to face customers with an excellent Customer Service experience.

Processed customer payments efficiently in a timely manner.

Processed Issue Trak/Customer Satisfaction for customers when payments needed to be researched or when equipment on one’s account is in question.

Issued/Maintained Equipment placed on customer's accounts.

Order Entry for new and existing services and explaining billing concerns and the up-selling by TWC products and services by positioning the value in our products for customer need.

Preparing Bank Deposits and Cash balancing.

US Army 71 Lima April 1991-1998 (Reserves)

Combat training and Administrative Specialist

Education:

Durham Technical School- Classes for Accounting

Shaw University- Continuing Education in Christian Religion

National Cable Television Institute- Excellence in Customer Service- 1997

National Cable Television Institute- CATV System Overview- 1998

Northern High School June 1990- Business Diploma

Skills: Microsoft Outlook, Office, Excel, Word, NICE, QMS,ASPECT, Computers, Calculators, Data Entry, Workflow Gen, Issue Trak, Excellence in Customer Service, Writing, Motivational Speaking, Facilitating workshops, Training, Selling and marketing my published books. Work order Entry and Q.A., I’ve also taking numerous LMS courses for sales, coaching, communicating effectively.

Published author, columnist for various online magazines, motivational speaker for conferences, workshop facilitator.

Member of the Rewards and Recognition Team in the Raleigh Care Center.

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