Customer Service Senior

Makeshia Lemons

*** ******* ** *** *** Mebane, NC 27302

562-***-**** *******.******@*****.***

Professional Summary

Experienced Senior Customer Service Leader with over 20 years in the food service and telecommunications industries. Proven track record in leading high-performing teams, resolving complex customer issues, and building long-term client relationships. Skilled in multi-channel communication, CRM systems, cross-functional coordination, and performance reporting. Recognized for mentoring junior staff, managing top-tier customer and government accounts, and driving service excellence. Now seeking a leadership opportunity where I can bring strategic insight, operational expertise, and a customer-first mindset to a new challenge.

Core Competencies

• Customer Experience Management

• Call/Email/Chat Support Operations

• CRM Systems & Reporting Tools

• Cross-Functional Team Leadership

• Upselling & Revenue Growth

• Conflict Resolution & Escalation Handling

• Process Improvement

• Data Analysis & Trend Reporting

Professional Experience

Cambro Manufacturing – Huntington Beach, CA/Mebane, NC

Senior Customer Service Supervisor May 2005 – Present

- Led day-to-day support for two of the company’s highest-value customers and government accounts, ensuring compliance, satisfaction, and retention.

- Provided hands-on leadership to junior representatives; trained, coached, and mentored team members to elevate service quality and consistency.

- Managed high-volume support via phone, email, and chat while consistently meeting or exceeding service-level targets.

- Acted as the escalation point for complex or sensitive customer concerns, modeling professionalism and timely problem-solving.

- Collaborated with logistics, sales, and billing departments to provide accurate freight estimates, stock checks, and customized order solutions.

- Utilized CRM platforms to track trends, maintain customer records, and streamline operations.

- Identified upsell opportunities and supported sales initiatives through relationship-building and product knowledge.

- Created and maintained detailed service reports to monitor account health and anticipate service issues.

First Revenue Assurance – Glendale, CO

Billing & Collections Specialist May 2002 – October 2004

- Managed delinquent accounts through skip tracing and proactive client communication.

- Resolved escalated billing concerns while maintaining a high level of professionalism.

- Delivered daily reporting and recommendations to improve service levels.

Nextel Communications Inc. – Denver, CO

Lead Order Entry Specialist July 2001 – May 2002

- Supervised daily order entry operations and supported team performance through quality monitoring and coaching.

- Resolved high-priority customer issues; served as the lead corporate liaison for key accounts.

- Recommended process improvements to enhance service efficiency and accuracy.

Unipac – Denver, CO

Senior Student Loan Coordinator March 2000 – July 2001

- Directed student loan processing projects to ensure timely fulfillment and compliance.

- Promoted and managed special projects to meet daily, weekly, and monthly targets.

- Prepared detailed management and client reports.

MCIWorldcom – Denver, CO

Telecom Specialist, Customer Service May 1998 – March 2000

- Delivered telecom service support to residential customers; served as acting supervisor when needed.

- Balanced multiple priorities in a fast-paced environment, consistently meeting service quotas.

Sears – Denver, CO

Customer Service Representative April 1997 – May 1998

- Managed customer order confirmations and promoted cross-department service coordination.

- Maintained service-level agreements and supported growth through exceptional communication and data entry skills.

Education

Long Beach City College June 2006 – Decemeber 2008

Associates of Arts in Business Administration & Management

The Art Institute January 2009 – May 2011

Bachelors of Arts in Interior Design

PROFESSIONAL DEVELOPMENT

- Conflict Resolution & Communication Training

- CRM System Training (e.g., Salesforce)

- Leadership or Team Management Courses

REFERENCES

Available upon request

Contact this candidate