Customer Service Data Entry

Spring, TX ***** 346-***-**** *********@*****.***

LASAJANIA WILKINS

Service-focused professional bringing unparalleled skills in customer relations, task prioritization and time management. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions and implement corrections with efficiency. Proficient in customer service management software with expertise in related roles. PROFESSIONAL

SUMMARY

SKILLS Customer Service

Enhancement

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● Data Entry

● Active Listening

Inbound and Outbound

Calling

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● Computer Proficiency

Customer Account

Management

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● Administrative Support

● Problem-Solving Ability

Multi-Line Telephone

Operation

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Verbal and Written

Communication

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● Type 55 WPM

● Technical Troubleshooting

CUSTOMER SERVICE ADVOCATE 01/2022 to Current

Teleperformance, Remote

CUSTOMER SERVICE MANAGER 09/2019 to 01/2022

Cornerstone Credit Solutions, Houston, TX

HR MANAGER 03/2012 to 09/2019

Sun Bounce, Houston, TX

WORK HISTORY

● Answered customer telephone calls promptly to avoid on-hold wait times. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

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● Tracked customer service cases and updated service software with customer information. Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.

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● Took ownership of customer issues and followed problems through to resolution. Researched and observed emerging markets and market shifts to take advantage of potential leads and new markets.

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● Kept accurate records to document customer service actions and discussions.

● Audited customer service procedures and trends to improve processes. Determined customer service requirements by benchmarking best practices and analyzing information and applications.

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Facilitated onboarding sessions and on-the-job training for new hires, bolstering employee job position knowledge and skillset.

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● Motivated employees through special events and incentive programs.

● Maintained company compliance with local, state, and federal laws, in addition to CUSTOMER CARE SUPERVISOR 10/2008 to 03/2012

ACS Xerox Company, Houston, TX

established organizational standards.

● Developed focused training programs, leadership pipeline and succession plans. Applied best practices in customer service, sales and employee management to exceed organizational goals.

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Monitored metrics and developed actionable insights to improve efficiency and performance.

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● Created customer support strategies to increase customer retention. Evaluated interactions between associates and customers to assess personnel performance.

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Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.

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