JUSTIN LACOUR
Los Angeles
Summary
Results-oriented Retail & Call Center Manager with 8 years of leadership experience driving sales and optimizing operations. Expertise in coaching teams and enhancing customer experiences. Transitioning into healthcare roles, including life and health insurance claims and client intake as a Healthcare Representative.
Overview
11
11
years of professional experience
Work History
Healthcare Customer Service Representative
Principal
Dallas
05.2024 - Current
- Responsible with assisting clients with updating contact information, assisting with insurance claims, providing information related to coverage, benefits, costs, etc.
Retail Store Manager III
AT&T
Houston
01.2021 - 05.2024
- Trained store personnel on the company's products, services, and customer experience.
- Achieved sales goals at the store level.
- Led coaching and development initiatives for all employees in the location.
- Managed the recruitment and hiring of all store personnel.
- Oversaw compliance with AT&T policies and maintained standards for passing the yearly audit.
- Handled performance improvement plans and provided them to each employee, with the ability to terminate based on non-compliance.
Call Center Supervisor
AT&T
Houston
01.2019 - 01.2021
- Supported and developed a team of 10-15 agents on CSAT and overall performance.
- Responsible to handle 1:1 coaching sessions with a focus on performance trends related to customer experience, sales, and service.
- Gave recommendations for performance improvement plans driven by data and weekly 1:1 coaching sessions
- Monitored call metrics to identify areas for improvement in performance.
- Coordinated team schedules to optimize staffing levels during peak hours.
- Facilitated team meetings to discuss performance updates and address challenges.
Customer Service Representative
AT&T
Baton Rouge
10.2015 - 01.2019
- Responded to high volume of calls regarding product and service inquiries, providing solutions and information to enhance customer satisfaction.
- Handled 5 escalations daily, employing deescalation tactics to resolve issues and restore customer trust.
- Resolved complex customer issues
Education
Louisiana State University
Baton RougeSkills
- Customer engagement
- Communication skills
- Adaptability in fast-paced environments
- Adaptability
- Coaching and development champion
- Microsoft Office proficiency
- Top performer at AT&T
Timeline
Healthcare Customer Service Representative
Principal
05.2024 - Current
Retail Store Manager III
AT&T
01.2021 - 05.2024
Call Center Supervisor
AT&T
01.2019 - 01.2021
Customer Service Representative
AT&T
10.2015 - 01.2019
Louisiana State University