Customer Service Specialist with Training Expertise

Lashimar Cooke

Naperville, IL ***** +1-331-***-**** *********@*****.***

Professional Summary

Dynamic Customer Service Representative with a proven track record at One Team One Dream Financial, excelling in complaint resolution and staff training. Recognized for fostering empathetic client relationships and enhancing service standards, I leverage critical thinking and CRM proficiency to drive exceptional customer satisfaction and streamline operations.

Work Experience

Receptionist/Customer Service

One Team One Dream FS Chicago, IL

October 2017 to August 2025

• Conducted training sessions on operating procedures and company services

• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals

• Met customer call guidelines for service levels, handle time and productivity

• Responded to customer requests, offering excellent support and tailored recommendations to address needs

• Investigated and resolved customer inquiries and complaints quickly

• Trained new personnel regarding company operations, policies and services

• Account updating

• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates

• Complaint resolution

• Maintained clean and orderly checkout areas by mopping floors, emptying trash cans, and sanitizing area

• Scheduling

• Reduced process inconsistencies and eftectively trained team members on

• Order processing best practices and protocols

• Credit adjustments

• Verbal and written communication

• Data entry

• Typing proficiency

• Sought ways to improve processes and services provided Education

Business Management (High school diploma)

James H. Bowen Chicago, IL

September 1993 to June 1997

Skills

Conflict management Medical office experience Phone etiquette (10+ years) Computer operation Interpersonal skills Customer complaint resolution Order entry Data entry (10+ years) GPS Customer service Verbal and written communication (10+ years) Marketing Phone answering Customer inquiry handling EHR systems Negotiation Microsoft Excel (10+ years) Active listening Customer service (10+ years) Communication skills (10+ years) Client services POS Presentation software 35 wpm Typing Phone communication Mobile devices Outbound calling Organizational skills Microsoft Teams Written communication Depositing cash Insurance verification Salesforce Counting cash CRM software Multi-line phone systems Managing customer accounts Dispatching Appointment scheduling (10+ years) Order fulfillment (10+ years) Software CRM system proficiency (3 years) Multitasking Microsoft Word Office experience Google Workspace Microsoft Office (8 years) macOS Upselling Credit adjustments (10+ years) Decision making Client interaction via phone calls Productivity software Customer issue escalation Microsoft Outlook Microsoft Excel Staff training (10+ years) Adaptive team player (10+ years) Computer skills Phone etiquette Documentation review Teamwork Google Docs Clerical experience Efficiency improvement Problem resolution (10+ years) Call center experience Client rapport building Front desk Experience with children Data entry Time management Computer literacy Dependability Windows Task prioritization Sales Certifications and Licenses

Driver's License

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