Carlitra Lee
Round Lake,IL
Summary
Customer Service Specialists with diverse background in customer service, call center, retail, office administration and hospitality dedicated to providing excellent customer service and making operational and procedural improvements. Looking to obtain a challenging position where I may utilize my years of customer service and time management skills to increase customer satisfaction, loyalty and increase revenue. Also, as a claims specialist we go into action for our clients filing an insurance claim. I reports and processes these claims by researching the policy and accumulating evidence regarding the claim.
Overview
15
15
years of professional experience
Work History
OFFICE MANAGER
ALL GODS CHILDREN DAYCARE
09.2016 - Current
- Responsibilities included but not limited to coordination of facilities operations
- Customer phone and email support
- I facilitated all event planning and coordination of facilities travel and client satisfaction
- I maintained all records pertaining to business including processing payroll, account reconciliation and management and customer
- I contributed to 150% revenue increase.
Customer Service Representative Team Lead
Dovermuhle
11.2019 - 10.2022
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
- Conducted regular performance reviews for team members, identifying areas of improvement and providing necessary coaching to enhance their skills in Remote Infrastructure Management.
CUSTOMER SERVICE REPRESENTATIVE
PACE
09.2013 - 08.2016
- I worked in a high-volume call center offering world class customer assistance, sales and information to transit customers
- I followed operating procedures for escalation and referrals while exceeding metrics and job standards set forth by management teams.
FRONT DESK CONCIERGE/RECEPTIONISTS
WALTON ON THE PARK
02.2011 - 07.2014
- Duties in this role included but were not limited to; assisting luxury condo residents with all aspects of their lives at the exclusive and upscale condo building from dining to theatre, attractions, tours, car service, and other extracurricular activities
- I would assist residence in both a face to face and telephone manner including personally taking guests to a destination when needed
- I developed relationships with restaurants, stores, merchants and other vendors to offer guest the best of what Chicago has to offer adding to greater customer satisfaction and revenue.
DATA ENTRY CLERK
THE POPCORN FACTORY
05.2009 - 06.2011
- I verified and validated customer information for integrity and accurately entered data to generated customer orders
- I managed quality control as part of a quality team that worked to streamline processes
- Increased transactions
- I handle high volume claims and transactions
Education
BUSINEE ADMINISTRATION - Liberal Arts And Sciences
Philander Smith College
01.2010
Skills
- MICROSOFT OFFICE
- EXPERT
- TRAINING & DEVELOPMENT
- SCHEDULING
- CLAIMS SPECIALIST
- TIME MANAGEMENT
- CALL CENTER & CALL MONITORING
- HOSPITALITY & TRANSPORTATION
- SKILLED TRAINER
- IT HELP
- INBOUND CALLS
- OUTBOUND CALLS
- 100% REMOTE
Volunteer Experience
- Lead Organizer: All God's Children Daycare Annual Car Wash
- Lead Organizer: All God's Children Annual Bake Sale
- Lead Organizer: All God's Children Annual Clothes Drive
Timeline
Customer Service Representative Team Lead
Dovermuhle
11.2019 - 10.2022
OFFICE MANAGER
ALL GODS CHILDREN DAYCARE
09.2016 - Current
CUSTOMER SERVICE REPRESENTATIVE
PACE
09.2013 - 08.2016
FRONT DESK CONCIERGE/RECEPTIONISTS
WALTON ON THE PARK
02.2011 - 07.2014
DATA ENTRY CLERK
THE POPCORN FACTORY
05.2009 - 06.2011
BUSINEE ADMINISTRATION - Liberal Arts And Sciences
Philander Smith College
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