Summary
Overview
Work History
Education
Skills
Timeline
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Jameka Laney

Hales Corners

Summary


Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

6
6
years of professional experience

Work History

Customer Service Representative

Conduent
01.2023 - Current
  • Enhanced customer satisfaction by resolving inquiries and providing tailored product recommendations.
  • Collaborated with cross-functional teams to improve service delivery processes.
  • Increased customer satisfaction by addressing and resolving complex issues effectively.
  • Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
  • Reduced wait times through efficient call handling, enhancing overall customer satisfaction rates.
  • Built rapport with customers through empathetic listening and understanding their unique needs or preferences.

Director of Operations

Monae’s Family Learning Center
02.2022 - 10.2023
  • Developed age-appropriate educational programs to promote cognitive and social development.
  • Supervised daily activities, ensuring safety and engagement for children in care.
  • Developed strong relationships with families, providing regular updates on child progress and establishing trust.
  • Led initiatives to improve program quality, implementing feedback mechanisms for continuous enhancement of services.
  • Enhanced children''s learning experience by incorporating creative and interactive activities into daily routines.

Humana
06.2020 - 09.2023
  • Handle 40-50 inbound calls daily from members in a fast-paced inbound call center environment, and at times, back-to-back phone calls.
  • Documents accurate details of inquiries, comments or complaints, transactions or interactions and records all actions taken in accordance to the request or questions being asked.
  • Escalates unresolved and pending member grievances and appeals. Decisions are typically focused on detailed processes and area/department policies and methods for completing assignments.
  • Works within defined parameters to identify work expectations and quality standards, but has some latitude over prioritization/timing and works under minimal direction.

Enterprise Holdings
10.2019 - 02.2020
  • Take incoming calls- reservations, rate quotes, general questions and answers, provide information and resolution for customers, other branches, insurance companies, dealerships, repair shops and other vendors.
  • Manage outgoing calls for callback management, A/Rs and miscellaneous calls as assigned.
  • Provide a high level of customer service by assisting customers and assessing their rental needs in person and over the phone.
  • Meet and greet customers in a friendly and timely manner.
  • Provide directions and general assistance.
  • Assist to assess condition of rental upon return.
  • Process returns, check-ins and exit kiosk transactions.
  • Effectively market the company while picking up customers up and/or dropping off customer in a safe and courteous manner and assisting customers as needed.

Education

High school diploma -

James E Groppi High School
Milwaukee, WI

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Call center experience

Timeline

Customer Service Representative

Conduent
01.2023 - Current

Director of Operations

Monae’s Family Learning Center
02.2022 - 10.2023

Humana
06.2020 - 09.2023

Enterprise Holdings
10.2019 - 02.2020

High school diploma -

James E Groppi High School

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