Hakiem Lewis
Philadelphia,PA
Overview
9
9
years of professional experience
Work History
Complaints Operations Specialist
Cash App
Piladelphia, PA
02.2022 - Current
- Investigated and resolved customer complaints, ensuring adherence to compliance regulation.
- Collaborated with cross-functional teams to improve complaint resolution processes and enhance customer satisfaction.
- Supported special projects upon request from department manager.
- Referred unresolved customer grievances to designated departments for further investigation.
- Performed data analysis to identify trends, problems and solutions.
Customer Success
Cash App
Piladelphia, PA
10.2021 - 02.2022
- Communicate with customers via email and chat to assist with general questions regarding their accounts
- Handle 13+ cases per hour
- Drove customer escalations to resolution by engaging directly with clients.
- Oversaw address of customer requests for friendly, knowledgeable service and support.
- Monitored KPIs to assess customer engagement.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Collection Specialist
Sallie Mae
Newark, DE
07.2019 - 07.2021
- Make outbound and take inbound calls for 30, 60, 90, 120 day collections.
- Take over 100 calls per day.
- Worked closely with delinquent account holders to collect and reconcile accounts through approved channels.
- Interfaced with customers to bring accounts current with suitable repayment plans.
- Accepted and processed customer payments and applied toward account balances.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to products and services.
Crew Leader
McDonald's
Lansdowne, PA
01.2015 - 08.2019
- Keep track of inventory and place orders for inventory needed
- Performed restaurant walk-throughs to gauge timeliness and excellent service quality.
- Trained front-of-house staff on restaurant policies and procedures, guest service techniques and communication skills to promote positive experiences.
- Oversaw 5-10 staff and maximized productivity to consistently achieve standards and regularly exceed quotas.
- Fostered positive employee relationships through communication, training and development coaching.
- Delegated daily tasks to team members to optimize group productivity.
- Interviewed and selected potential new team members from list of candidates recommended by recruitment team.
Education
Some College (No Degree) - Psychology
Morgan State University
Baltimore, MDSkills
- Investigation due diligence
- AML Knowledge
- Written Communication
- Adaptability
- Attention to Detail
- Data Analysis
- Customer research
- Account Review
- Risk Management
- Transaction Analysis
Timeline
Complaints Operations Specialist
Cash App
02.2022 - Current
Customer Success
Cash App
10.2021 - 02.2022
Collection Specialist
Sallie Mae
07.2019 - 07.2021
Crew Leader
McDonald's
01.2015 - 08.2019
Some College (No Degree) - Psychology
Morgan State University
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