Customer Service Call Center
Resume:
Lakiisha Monroe
Jacksonville, FL *****
******.********@*****.***
Professional Summary
Twenty years of experience in a call center setting. Proven track record of meeting and exceeding customer service targets. Strong communication skills, both verbal and written. Ability to handle high call volumes while maintaining a positive and professional demeanor. Proficient in using call center software and CRM systems. Excellent problem-solving and decision-making abilities. Adaptability and flexibility in a fast-paced environment.
Authorized to work in the US for any employer
Work Experience
Loan Customer Service Representative
North American Title Loan-Columbia, SC
January 2024 to February 2025
• Assisted customers with title loans based on their needs and preferences, resulting in increased returning customers and revenue for the company.
• Utilized effective communication skills to establish rapport with customers, facilitating successful payment history or arrangements when necessary.
• Maintained accurate records of all collection activities, ensuring compliance with regulatory requirements
Front Desk Receptionist
IBR Logistics INC-Wilmington Region, DE
July 2019 to December 2023
Greeted and assisted visitors in a professional and friendly manner. Managed incoming calls and directed them to the appropriate departments. Handled customer inquiries and provided information about the company's services. Coordinated and scheduled appointments and meetings. Managed the front desk area, ensuring cleanliness and organization. Assisted in administrative tasks such as data entry and document management.
CSR - Customer Service Representative
Ranstad Staffing Service-Philadelphia, PA
November 2017 to June 2019
Answered incoming calls and addressed customer inquiries, concerns, and requests. Provided information about products/services and resolved customer issues. Processed orders, returns, and exchanges efficiently. Documented customer interactions and maintained accurate records in the CRM system. Collaborated with team members to achieve and exceed performance targets. Participated in ongoing training to stay updated on product knowledge and customer service best practices. Customer Service Representative (CSR)
Sykes Enterprise-Fayetteville, NC
May 2012 to September 2017
Handled a high volume of inbound and outbound calls in a timely manner. Conducted follow-up calls to ensure customer satisfaction and gather feedback. Assisted customers with account-related inquiries and resolved billing issues. Utilized scripting and guidelines to provide consistent and accurate information. Collaborated with other departments to address and resolve complex customer issues. Education
High school diploma
Terry Sanford High School - Fayetteville, NC
August 1990 to June 1993
Skills
• Cold Calling
• Salesforce
• Databases
• Cleaning
• CRM Software
• Account Management
• Document Management
• Quality Assurance
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