Customer Service Continuous Improvement

LANITA ROBINSON

Noblesville, IN *****

Cell 256-***-****

Email: ******.********@*******.******.***

Ability Summary

Collaborator/Trainer Team Player Leadership skills

Articulate communicator Organizational skills Record maintenance

Management skills Diverse Writing skills

Creative, goal oriented professional with strong work ethic committed to relationship building, continuous improvement, and performance excellence. Effective individual driven to grow business by merging superior people skills with comprehensive utilization of enterprise technology designed for increased efficiency and service. Computer skills with outstanding presentation skills. Highly organized, business writing, self-directed administrator, computer proficiency, customer service, office procedures, supplies management and record maintenance. Responsible, efficient and flexible. Excellent ability to coordinate multiple priorities. Great ability to communicate and work with people at all levels. Self-motivated, courteous, and professional always. Familiar with extensive research, SWOT analysis, analyzing and gathering data, and reporting results with time constraints. Created and will implement a retention program for higher education designed to create a sense of belonging for first-year college students. Developed a two-day off-site diversity training program, including an employee survey, interactive activities, and guest speakers with cultural diversity affliations.

EXPERIENCE

11/12/2021-Current

PAYROLL SPECIALIST, PAYCHEX, INDIANAPOLIS, IN

Provide ideal customer service support using a significant level of guidelines, regulations, and direction for Paychex products regarding payroll. Continue to provide excellent customer relations while supporting customer claims and complaints sufficiently utilizing Paychex policies and procedures. Delivered top quality service with a one-call resolution to Paychex clients via phone, email, chat, and other methods. Developed and maintained a basic working knowledge of all Paychex products and services. Provided new concepts and ideas to improve the overall workflow for payroll service and experience. Used systems and software packages, including HRIS, Salesforce, Flex, Core Advanced, and ORS. Performed data input, maintaining strong prioritization and organization. Document all interactions.

07/2019-05/2021

ACADEMIC SUPPORT ASSOCIATE, IVY TECH COMMUNITY COLLEGE, NOBLESVILLE, IN

Delivered optimum support and assistance to Vice Chancellor, students, faculty, and community members in the office of the Vice Chancellor. Referred to appropriate information sources in a timely manner, while reporting campus concerns. Worked under minimal supervision, assures effective campus operation, including room readiness and safety in an environment with constant change. Identified and reported potential problems and assist faculty and various organizations throughout the building (food pantry, Hinds Career Center, and The Excel Center). Understood key information regarding the college and services. Connected with campus leadership and staff through day-to-day interactions, dialogue, email, meetings, and appropriate communication platforms. Completed projects to aid in the effective operation of the campus.

05/2012-03/2018

CLIENT SUPPORT SPECIALIST, AT&T, HUNTSVILLE, AL

Ensured positive client experience through high quality service and communications. Utilized operational systems and tools to assist and service customers in a timely manner. Maintained working knowledge of all company products, services, and promotions. Administered system functions on all opening, closing and balancing procedures according to finance guidelines. Provided solid problem-solving skills for the purpose of determining and solving customer billing issues, in addition to account maintenance. Established strong verbal skills and positive image by interacting with team members, vendors, and clients. Engaged in continuous performance evaluation and training projects. Trained new hires and responsibilities included facilitating on-the-job coaching, implementing educational material, and organizing training sessions. Conducted role-playing activities to develop interpersonal skills (e.g., negotiation, teamwork, and conflict management).

09/2010-05/2012

CLIENT SPECIALIST, WEST CORPORATION

HUNTSVILLE, AL

Responded to customer request or inquiries concerning services and products and report problems areas. Recommended, analyzed, and assisted valued customers to maximize the benefits and increase their use of our products and services. Provided parameters and requirements of a projects with a client or manager. Grew existing relationships through education and inspiration of products and services.

01/2001-02/2010

CLIENT SUPPORT SPECIALIST, NATIONAL FFA ORGANIZATION, INDIANAPOLIS, IN

Responsible for providing top quality customer relationship management to high profile or key accounts. Analyzed customer information and needs, billing issues and details. Implemented strategies regarding products and services. Provided proactive service and follow-up; first contact problem resolution and triage. Targeted multichannel marketing environments. Updated account and supply chain management systems. Extensive knowledge of products and services. Coordinated annual convention registration and staffing. Managed multiple projects with strict deadlines. Responsible for creating, implementing, and building strategies that foster a supportive and inclusive work environment for all employees. Encouraging effectively communicating, while promoting confidentially.

05/1999-12/2000

CLIENT SUPPORT REPRESENTATIVE/COLLECTOR, BANK ONE, INDIANAPOLIS, IN (JP MORGAN CHASE)

Responded to information inquiries regarding home equity products. Originated loan-process application; review credit report; verify income and collateral; select product; order title, insurance, and appraisal work; and establish payoff on outstanding loans. Recovered delinquent accounts, negotiate repayment plans, and provided resolutions to ensure payments, while initiating and making sound decisions that would be beneficial to the company.

05/1998-05/1999

CLIENT SUPPORT REPRESENTATIVE, PERSONIX, INDIANAPOLIS, IN

Supplied financial institutions with debit, ATM, credit and calling cards. Account liaison monitoring and responsive to customer challenges and inquiries in a calm manner, while supporting corporate initiatives regarding service cost reduction and quality improvement. Ensured delivery of excellent customer service while providing fast and accurate processing of orders, in addition to coordinating and communicating with other departments.

07/1993-03/1998

REPORTER/NEWS CLERK, CHRONICLE TRIBUNE NEWSPAPER, MARION, IN

General assignment reporter focused on local community and national news. Duties include collecting and analyzing information of interest from city to county government to school board and other area events to breaking news. Researched and gathered information, conduct interviews, write, and edit copies. Proficient at writing. Participated in dynamic team culture honoring critical deadlines and rapid change. Collaborated with colleagues to design and provide initiatives to ensure all employees feel equally always involved and supported by the organization.

EDUCATION

Doctoral of Business Administration (DBA), Indiana Wesleyan University, Marion, Indiana

Master of Business Administration (MBA), Indiana Wesleyan University, Marion, Indiana

Bachelor of Science (BS), Speech and Communications, Tennessee State University, Nashville, Tennessee

ASSOCIATIONS AND AFFILIATIONS

Grant County Cancer Society Board Member

Grant County NAACP Board Member

Gleaners Food Bank Volunteer

Christmas Charities Year-Round Volunteer

Empower Alabama Volunteer

Habitat for Humanity Volunteer

Chronicle Tribune Newspaper Diversity Team

National FFA Organization Diversity Team

Paychex Inc Culture Champion (Diversity, Equity, Inclusion, and Employee Experience Team)

Women Initiative Network

Black African American Excellence Network

Intergenerational Network

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