Lakeisha Hill
Bossier City,LA
Summary
Energetic and driven professional with ten years of customer service, administrative support and employee development, finance, and two years of operating as human Resource coordinator. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Help Desk Information Technology II
Navy Enterprise Service Desk / General Dynamics Information Technology
01.2023 - 05.2024
- Experience providing support via remote tools, Demonstrated root-cause analysis skills
- Analyzing and troubleshooting military software systems
- Assisting as well as supporting end-users with technical issues and questions related to specialized Navy software systems and applications via multiple support channels including phone, email, chat sessions, web forms, and other communications methods available
- Applying basic troubleshooting, issue isolation & diagnostic techniques to identify technical problems, investigate causes, and recommend solutions, or escalate tickets in accordance with existing SOPs, work instructions & knowledge articles
- Thoroughly documenting requests and incidents according to business processes and standard operating procedures
- Documenting detailed, specific work notes regarding the interaction with the customer, Providing case status updates to management and end-users according to service level guidelines
- Maintaining a high level of courteous customer service daily, Communicating with customers at all levels of technical and non-technical skills set.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Learned and adapted quickly to new technology and software applications.
- Resolved problems, improved operations and provided exceptional service.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Customer Service Representative II
VA Overton Brook Enterprise Service Desk / General Dynamics Information Technology
05.2017 - 01.2023
- Answer incoming phone calls on behalf of client; provide accurate and appropriate information to callers
- Assist customers by researching issues, exploring answers, and providing information and alternative solutions, place outbound customer service or customer satisfaction calls, as required by client
- Complete call guides; gather and verify required information, attend telephone skills and program information training sessions; adhere to established levels of service
- Adhere to established customer service and documentation standards within required time frames
- Adhere to contact center scheduling, ensures telephone coverage during contact center hours of operation, perform clerical or administrative duties as assigned.
Customer Service Representative Mentor
Sincere Client Care Services
06.2016 - 02.2018
- Create individual sessions which are directed at meeting goals outlined in the recipient’s rehabilitation care plan
- Assist recipient and/or caregivers to develop insight and produce cognitive/behavioral changes necessary for the person’s day to day functioning
- Completes regular, concise, and complete progress notes for each counseling session, each recipient and/or caregiver.
Customer Service Representative Team Lead
Capital One
05.2012 - 06.2016
- Educate customers on banking channel options, sales and service, offerings service needs and goals by identify and referring sales, customer Service Representative processes quick and flawless phone transactions
- Ensure operational excellence for policy and procedure
- Create customer awareness of additional banking, train Bank Teller and CSR on computer service and new software update
- Implemented quality assurance measures to monitor calls and identify areas for improvement within the team''s performance.
- Increased first call resolution rates, reducing the need for follow-up calls and improving customer satisfaction.
- Streamlined team efficiency by implementing new procedures for handling customer requests.
- Responsible for IT and Network details
- Consistently display mastery of teller transaction and balancing duties
- Adhere to operational controls, including legal, corporate, and regulatory procedures to ensure the safety and security of customer and bank assets.
Operations Administrator
Calumet Refinery
03.2010 - 04.2012
- Manage local human resource office
- Conduct all new hire screening
- Communication Analyst for policy changes and new policy implementation
- Process quarterly reports and managed accounts payable
- Trainer for new hire and computer process.
- Motivated and trained employees to maximize team productivity.
- Reduced operational costs by identifying areas of inefficiency and implementing cost-saving measures.
- Evaluated existing software systems for potential improvements leading to increased efficiency in day-to-day operations.
- Implemented performance metrics to monitor team success, using data-driven insights to drive continuous improvement efforts.
- Served as a liaison between employees and upper management, addressing concerns promptly to maintain a positive work environment.
- Maintained accurate records related to financial transactions or personnel information ensuring confidentiality at all times.
- Managed vendor relationships to ensure timely delivery of products or services within budget constraints.
- Streamlined operations by implementing efficient processes and procedures for administrative tasks.
Customer Service Representative (Vault Supervisor)/Loan Processor
American Bell Federal Credit Union
01.1999 - 02.2010
- Supervised 5—10 Bank Teller/CSR
- Validate loan processes and cash transactions
- Conduct random audits on front line teller and vault process
- Obtain and verify financial information
- Process accounts and review documents to determine assets, ability to pay and location of debtor(s)
- Responsible for new hire onboarding and background check.
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Education
Associate Degree Business Administration -
Bossier Parish Community College
05.2014
Skills
- Teamwork and Collaboration
- Friendly, Positive Attitude
- Customer Service
- Problem-Solving
- Time Management
- Multitasking
- Excellent Communication
- Computer Skills
- Data Entry
- Microsoft Office
- Customer Relations
Certification
HDI SCA Certified
Keyproficiencies
- Human Resources Coordinator
- Staff Trainer
- Business Development & Strategic Planning
- Policies & Procedures and Confidential Record Keeping
- Loan Processing
- Customer Service Help Desk
- IT Trainer, Proficient in Microsoft Office Suite (Power Point, Excel, Word, Outlook, & Access)
Timeline
Help Desk Information Technology II
Navy Enterprise Service Desk / General Dynamics Information Technology
01.2023 - 05.2024
Customer Service Representative II
VA Overton Brook Enterprise Service Desk / General Dynamics Information Technology
05.2017 - 01.2023
Customer Service Representative Mentor
Sincere Client Care Services
06.2016 - 02.2018
Customer Service Representative Team Lead
Capital One
05.2012 - 06.2016
Operations Administrator
Calumet Refinery
03.2010 - 04.2012
Customer Service Representative (Vault Supervisor)/Loan Processor
American Bell Federal Credit Union
01.1999 - 02.2010
Associate Degree Business Administration -
Bossier Parish Community College
HDI SCA Certified
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