Customer Service & Office Administration Expert
Resume:
L C LaKeyta Copeland
Baltimore, MD ***** 410-***-**** ***********@*****.***
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PROFESSIONAL
SUMMARY
Experienced with providing high-quality customer support across various channels. Utilizes strong problem-solving skills to address and resolve customer inquiries efficiently. Track record of excellent communication and maintaining positive customer relationships.
Dedicated professional known for fostering strong client relationships and delivering exceptional customer service. Experienced in managing office operations and enhancing organizational efficiency, ready to contribute to business success through effective communication and problem-solving skills. Customer service professional with proven ability to improve customer satisfaction and streamline support processes. Valued for strong collaboration and adaptability in dynamic environments. Known for problem-solving skills and empathetic communication.
ACCOMPLISHMENTS Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
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Customer Relations - Earned highest marks for customer satisfaction, company-wide.
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Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
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Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
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Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
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Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
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SKILLS • Customer service • Office management
• Organizational skills • Office administration
• Data entry • Customer relations
• Clear oral/written communication • Administrative support
• Scheduling • Scheduling coordination
• Documentation and control • Policy implementation
• Teamwork • Problem-solving
• Time management • Attention to detail
• Multitasking • Reliability
• Excellent communication • Active listening
• Effective communication • Verbal and written communication
• Customer service management • Phone and email etiquette
• Billing Scheduling and calendar
management
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• Clerical support • Multitasking and organization
• Problem-solving abilities • Team collaboration
• Adaptability and flexibility
WORK HISTORY OFFICE MANAGER 05/2018 to 10/2025
Big Green Trucking LLC Baltimore, MD
Coordinated daily office operations to ensure efficient workflow and resource management.
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Managed scheduling for meetings, appointments, and travel arrangements for staff.
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Implemented inventory control systems to optimize supply management and reduce waste.
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Developed and maintained filing systems to enhance document retrieval efficiency.
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Collaborated with vendors to negotiate contracts and ensure quality service delivery.
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Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
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Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
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Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
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Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
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Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
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Managed supervisor itinerary and appointments and streamlined scheduling procedures.
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CUSTOMER LIAISON OFFICER 02/2013 to 10/2017
Saiontz & Kirk Baltimore, MD
Facilitated communication between clients and legal teams to enhance service delivery.
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Resolved client inquiries efficiently, ensuring high levels of satisfaction and retention.
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Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
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Developed strong relationships with clients, fostering trust and loyalty to the company.
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Conducted regular follow-up calls to assess customer satisfaction levels and address any outstanding concerns.
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Partnered with other Customer Liaison Officers to provide consistent support during peak periods.
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Maintained accurate records of all customer interactions, providing valuable insights for future engagements.
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Served as a key point of contact between customers and various internal departments, ensuring seamless collaboration on issue resolution.
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CUSTOMER SUPPORT SPECIALIST 06/2010 to 06/2011
Global Payments Owings, MD
Delivered exceptional customer support via phone and email, resolving inquiries efficiently.
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Assisted in processing transactions through proprietary payment systems, ensuring accuracy and compliance.
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Handled escalated issues effectively, utilizing problem-solving skills to achieve satisfactory resolutions.
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Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
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Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
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Responded to customer requests for products, services, and company information.
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Developed strong product knowledge to provide informed recommendations based on individual customer needs.
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Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
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Resolved customer inquiries and issues efficiently, enhancing overall satisfaction.
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• Collaborated with cross-functional teams to streamline support processes. CUSTOMER SUPPORT SPECIALIST 01/2004 to 04/2010
Ikea Direct White Marsh, MD
Resolved customer inquiries and issues efficiently, enhancing overall satisfaction.
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• Collaborated with cross-functional teams to streamline support processes. Mentored junior staff on best practices for customer interaction and issue resolution.
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Developed strong relationships with clients, resulting in repeat business and positive feedback.
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Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
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Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
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Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
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Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
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EDUCATION No Degree Computer Litercy
Morgan State University, Baltimore, MD
High School Diploma
Harbor City High School, Baltimore, MD
No Degree Certified Medical Assistant 01/2005
Test College of Technology, Baltimore, MD
LANGUAGES English
Native or Bilingual
REFERENCES Available Upon Request
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