KANIQUE LAWTON
OZARK
Summary
Customer service professional with 9 years of experience in healthcare and call center settings. Expertise in technical support, strategic planning, and leadership, driving company success through effective employee engagement. Proven track record of quickly adapting to new software and environments, implementing positive changes that enhance performance. Strong skills in training, monitoring, and team building to maximize organizational effectiveness.
Overview
11
11
years of professional experience
Work History
Group Leader
pathway
New Brockton
07.2025 - Current
- Mentored clients with effective team management techniques.
- Motivated clients to reach their highest potential by setting achievable goals.
- Coached and developed direct reports to lead problem-solving activities.
- Encouraged clients to take initiative in their roles by offering leaderships for going above expectations.
- Encourage clients to complete daily living skills. in effective team management techniques.
Advisor II - Technical Support
Concentrix WAH
10.2021 - 06.2024
- Answer outbound calls and assist customers with crypto and payment issues
- In my role as Advisor II Technical support, I troubleshoot customers issues with sending or receiving funds, or issues regarding buying or selling within their account.
- Handled customer service issues by providing guidance or escalating for advanced support.
Certified Nursing Assistant (PRN)
Ozark Health and Rehabilitation
Ozark
06.2016 - 02.2021
- Assisted patients with shaving, bathing and oral hygiene to promote healthy habits and overall wellness.
- Used mobility devices to transport patients.
- Facilitated activities of daily living, personal hygiene management, feeding and ambulation.
- Conducted routine checks on patient vitals, blood pressure, blood sugar and heart rate.
- Documented activities and recorded information in EMR system.
Resolution Agent
MRS Associates
Dothan
04.2019 - 08.2020
- Collections agency working on behalf of the Chase Department; Job duties included contacting numerous account holders young and elderly to assist with resolving outstanding balances new and old into collections
- Notating the status of accounts accordingly with precise detail
- Negotiating SIF or PIF on accounts as well as receiving payments.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Provided customer service and issue resolution to increase QA satisfaction levels.
Group Leader
Pathway Inc
New Brockton
11.2018 - 03.2019
- Children’s Behavior Treatment Facility
- Chart daily behavior, Act as positive role model, Observe and assist Children from the ages of 9-18 with daily living functions and skills from education, hygiene, to housekeeping.
- Promoted safe and positive environment for all children, peers and other personnel.
Sales Associate Fitting Room, Telephone Operator
Walmart Ozark
07.2014 - 06.2016
- Greeting, dealing with customers efficiently, phone operator; transfer calls, cleaning assigned areas, putting out freight/clothes
- Occasionally helping as cashier or jewelry associate.
Education
Licenses Certified Nursing Assistant (CNA) -
OHR
Ozark, AL07-2016
Associate of Applied Science -
WALLACE COMMUNITY COLLEGE
Dothan, ALSkills
- Time management
- Self-motivation
- Active listening
- Communication skills
- Typing proficiency
- Attention to detail
- Pressure resilience
- Decision making
- Microsoft expertise
- Strategic planning
- Problem solving
- Team collaboration
- Creativity
- Empathy
- Writing skills
- Critical thinking
Timeline
Group Leader
pathway
07.2025 - Current
Advisor II - Technical Support
Concentrix WAH
10.2021 - 06.2024
Resolution Agent
MRS Associates
04.2019 - 08.2020
Group Leader
Pathway Inc
11.2018 - 03.2019
Certified Nursing Assistant (PRN)
Ozark Health and Rehabilitation
06.2016 - 02.2021
Sales Associate Fitting Room, Telephone Operator
Walmart Ozark
07.2014 - 06.2016
Licenses Certified Nursing Assistant (CNA) -
OHR
Associate of Applied Science -
WALLACE COMMUNITY COLLEGE