LASHAUNDRA ROPER

adt37t@r.postjobfree.com 470-***-**** Center Point, AL 35215

Summary

Polite and accommodating employee bringing 10 plus years of experience in hospitality settings. Sincere and helpful when working with guests, families and VIPs to promote satisfaction and brand loyalty. Knowledgeable about handling reservations and accounting functions with little oversight. Hardworking with experience assisting visitors by responding to requests and finding appropriate solution to issues. Demonstrated positive attitude to adapt to any situation. Strong attention to detail along with terrific telephone and email etiquette. Friendly and efficient individual devoted to maximizing customer satisfaction with exceptional service and support. Knowledgeable regarding customer service standards with strong skill in retaining product and service information to provide effective issue resolution. Skilled in promoting sales to increase revenue while addressing diverse issues. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.

Skills

Route management

Credit card payment processing

Customer relations

Problem-solving abilities

Clerical support

Sales expertise

Inbound and Outbound Calling

Quality control

Quality assurance controls

Microsoft Office expertise

Call Center Operations

Courteous demeanor

Shipping and receiving understanding

Report creation

Experience

Teleperformance Austin, TX

Customer Service Representative

10/2021 - Current

Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Demonstrated excellent communication skills in resolving product and consumer complaints.

De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.

Upheld quality control policies and procedures to increase customer satisfaction.

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

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

Escalated customer concerns, issues and requirements to supervisors for immediate rectification.

Answered inbound calls, chats and emails to facilitate customer service.

DoorDash Center Point, AL

Driver

03/2020 - Current

Delivered goods and services to customers on time and in excellent condition.

Utilized GPS to optimize routes and continuously meet estimated delivery times.

Monitored traffic conditions and applied defensive strategies to avoid accidents.

Achieved consistently high customer scores due to exceptional service.

Documented daily mileage, gas and other data.

Saved on gas costs every month by planning more efficient routes.

Planned and executed efficient routes to optimize time and fuel costs.

Documented customer service issues, expenses, mileage and other key information.

Inspected vehicle before and after every trip to assess performance and maintenance requirements.

Lowe's Home Improvement Anniston, AL

Customer Service Associate

01/2013 - 01/2019

Responsible for responding to customer inquiries in person or by telephone.

Providing support throughout their shopping experience including promoting customer loyalty plans and/or extended protection/replacement plans.

Displayed strong telephone etiquette, effectively handling difficult calls.

Assisted customers with price checks, lifting heavy items and addressing other inquiries.

De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

Handled client inquiries with exceptional professionalism and enthusiasm.

Fielded customer complaints and queries, fast-tracking them for problem resolution.

Escalated customer concerns, store issues and inventory requirements to supervisors.

Consistently met service team sales targets and call handling quotas consistently.

Quality of Life Health Services Anniston, AL

Patient Services Representative

06/2016 - 12/2016

Responsible for receiving and resolving incoming calls in a manner reflecting the Mission, Values, and Customer Service philosophy of Quality of Life Health Services.

Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.

Effectively and efficiently resolved calls ranging from patient registration, appointment scheduling, referral management, and general questions using respectful and professional demeanor.

Registered and out-processed patients.

Collected copayments and verified insurance coverage.

Scheduled and confirmed patient appointments.

Responded to patient billing and financial inquiries.

Assisted manager and physician.

Balanced night deposits and completed credit card processing.

Coordinated with patients and healthcare professionals to meet patient needs.

Documented and managed patient information in computer system.

Checked claims for errors, corrected issues and mailed out updated documents.

The Victoria Inn Anniston, AL

Front Desk Receptionist

01/2008 - 01/2011

Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.

First point of contact with guests and handled all stages of a guest's stay.

Booked and registered guests in and out of their rooms, while accommodating any special requests.

Verified guest's method of payment and ran background credit checks.

Informed guests of available alternatives and options to fit their needs.

Received incoming calls and coordinated with hotel staff to fulfill requests and resolve issues.

Responded to inquiries and room requests made online, by phone or email.

Pointed out property details and guided guests to dining areas, pool, spa and fitness center.

Scheduled meetings and meeting rooms for internal personnel, partners and clients.

Education and Training

Gadsden State Community College Anniston, AL

Medical A.A.S in Office Administration

05/2016

GPA: 3.46

Regional Medical Center Anniston, AL

Internship

03/2016

Internship – Record's Clerk

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