A’Keira McLemore
Monroe,LA
Summary
Goal-oriented Customer Service Manager with 5 years of experience in leadership roles. Detail-focused and driven to help employees succeed in meeting and exceeding sales goals. Charming salesperson skilled in communication and collaboration for best-in-class service. Focused Customer Service Manager offering 6 years of combined experience in sales management, office administration and customer service. Proven success in developing high-performance teams and streamlining day-to-day office activities. Well-versed in accounting functions with proficiency in QuickBooks. Customer service management professional experienced in credit card services, fraud operations and collections. Team player with exceptional listening and critical thinking skills. Experienced Shift Lead offering 6 years of experience dedicated to boosting customer service excellence with detail-oriented approach and dedicated follow-through. Assess current systems with critical eye to develop efficiency-boosting enhancements. Well-organized and highly analytical problem solver.
Overview
6
6
years of professional experience
Work History
Delivery Driver
Fed Ex Ground
11.2020 - Current
- Operated vehicle safely in highly congested areas with no traffic violations.
- Completed rush deliveries on tight timetables to satisfy customer needs.
- Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
- Completed on-time deliveries by choosing best and most efficient routes.
- Delivered packages to customer doorsteps and business offices.
- Loaded truck and properly secured items to prevent damage for deliveries.
- Kept detailed mileage and fuel reports to track overall fuel costs.
- Managed customer inquiries and complaints in polite and professional manner.
- Worked scheduled hours as required and took on available shifts during holidays and busy periods.
- Drove truck in urban and rural areas to expertly make high volume of deliveries.
- Operated light trucks to deliver loads as far as [Number] miles from home location.
- Successfully avoided time delivery delays by carefully planning best routes.
Work From Home Agent
Teleperformance
07.2021 - 04.2023
- Resolved customer inquiries and complaints from multiple channels with moderate supervision.
- Developed relationships with customers and used product and process knowledge to provide unrivaled customer experiences.
- Assessed customer issues and identified resources and tools to provide solid solutions with emphasis on minimizing customer effort.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Trained new personnel regarding company operations, policies and services.
- Cross-trained and provided backup support for organizational leadership.
- Educated customers about billing, payment processing and support policies and procedures.
- Implemented and developed customer service training processes.
Customer Service Representative Team Lead
Hobby Lobby
02.2020 - 04.2023
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Developed customer service initiatives to improve performance and uplift satisfaction scores.
- Implemented company policies and procedures for professional, cohesive customer care.
- Onboarded and trained customer representatives to meet performance and service goals.
- Supervised large teams with guidance, support and direction for high-quality customer care.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Kept high average of performance evaluations.
Package Handler
Fed Ex Ground
05.2019 - 04.2022
- Followed verbal and written instructions to properly move and ship products.
- Prepared pallets of boxes for easy transportation between customer and storage locations.
- Assembled, sealed, and loaded packages into correct trucks.
- Used hand-held scanners and physical logs to accurately track item movements.
- Removed jams and unblocked conveyor system to maintain flow of goods.
- Alerted supervisors and coworkers of hazards and other issues for quick resolutions.
- Stored and secured packages in designated areas to prevent damage and theft.
- Helped train new employees in safe practices and warehouse procedures.
Education
No Degree - Criminal Justice
University of Pine Bluff Arkansas
Pine Bluff, AR06-2025
High School Diploma -
Carroll High School
Monroe, LA05-2016
Skills
- Data Entry and Maintenance
- CRM Software
- Multitasking and Prioritization
- Courteous with Strong Service Mindset
- Issue and Complaint Resolution
- Verbal and Written Communication
- Upselling Products and Services
- De-escalation Techniques
- Creative Problem Solving
- Responding to Difficult Customers
- Order and Refund Processing
- First-Tier Technical Support
- Customer Data Confidentiality
- Building Customer Trust and Loyalty
- Customer Retention Strategies
- Time Management
- Team-Oriented and Cooperative
- Computer Proficiency
- Inventory Management
- Inbound and Outbound Calling
- Microsoft Exchange
- Proficiency in Microsoft Office and G Suite
- Document and Records Management
- Package scanning
Timeline
Work From Home Agent
Teleperformance
07.2021 - 04.2023
Delivery Driver
Fed Ex Ground
11.2020 - Current
Customer Service Representative Team Lead
Hobby Lobby
02.2020 - 04.2023
Package Handler
Fed Ex Ground
05.2019 - 04.2022
No Degree - Criminal Justice
University of Pine Bluff Arkansas
High School Diploma -
Carroll High School
Similar Profiles
Alchristopher Stubbs IIAlchristopher Stubbs II
Package Handler at Fed Ex GroundPackage Handler at Fed Ex Ground
Terence MooreTerence Moore
Delivery Driver at Fed Ex GroundDelivery Driver at Fed Ex Ground
Cam'ron McNaryCam'ron McNary
Delivery Driver at Fed Ex GroundDelivery Driver at Fed Ex Ground