Kiwanda Lucas
Memphis,TN
Summary
Proven leader and adept communicator, I significantly enhanced operational efficiency at Cox Automotive through innovative solutions and strategic planning. My expertise in customer service and Microsoft Excel led to a marked increase in customer satisfaction. Skilled in problem-solving and data analysis, I consistently exceed targets by fostering team collaboration and implementing effective strategies. During my time here at Hearthside Foods Solutions, my flexibility and ability to adapt to different working styles has a great impact with the company.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Hearthside Foods Solution
Byhalia, MS
12.2021 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Tracked customer service cases and updated service software with customer information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Investigated and resolved customer inquiries and complaints quickly.
Operation Team Leader
Cox Automotive
Memphis, TN
08.2010 - 12.2021
- Improved operational efficiency by streamlining processes and implementing innovative solutions.
- Managed budgets and financial reporting, ensuring accurate tracking of expenses and cost-saving measures were implemented as needed.
- Optimized resource allocation, managing staff schedules for maximum productivity and reduced overtime costs.
- Enhanced team performance by providing regular training, coaching, and feedback to improve skill sets.
- Created a positive work environment by fostering open communication channels, addressing employee concerns promptly, and acknowledging outstanding individual contributions regularly.
- Led a high-performing team to achieve company objectives through effective communication and mentorship.
- Established best practices within the department that contributed towards greater consistency in achieving desired outcomes on an ongoing basis.
- Reduced operational risk by conducting thorough assessments of potential vulnerabilities and implementing appropriate countermeasures accordingly.
- Spearheaded new product launches, coordinating efforts across multiple departments to ensure seamless execution on tight deadlines.
- Conducted regular quality audits to maintain compliance with industry standards while identifying opportunities for continuous improvement.
- Demonstrated strong leadership abilities in high-pressure situations by maintaining a calm demeanor and making informed decisions quickly to keep projects on track.
- Increased customer satisfaction with timely issue resolution and proactive communication strategies.
- Consistently met or exceeded targets through diligent oversight of daily operations coupled with strategic long-term planning efforts.
- Collaborated with cross-functional teams to develop and implement business-critical initiatives for organizational growth.
- Cultivated strong relationships with key partners to facilitate collaborative problem-solving efforts aimed at boosting efficiency across the entire value chain.
- Documented transactions, orders and expenditures to gather sales data and forecast financial needs.
Legal Caseworker (Part-time)
Shelby County Child Support Service (MAXIMUS)
Memphis, TN
06.2014 - 08.2016
- Monitored case progress for timely completion and compliance with applicable regulations.
- Assessed needs of each client and recommended appropriate services and resources.
- Established trusting relationships with clients, fostering open communication and rapport building.
- Assessed and evaluated clients' needs, determined eligibility for services, and developed individualized plans.
- Prepared detailed reports for court proceedings that accurately reflected clients'' progress and recommended next steps.
- Maintained up-to-date records on all clients, enabling accurate monitoring of progress and appropriate case planning adjustments.
- Maintained high level of client confidentiality, following strict guidelines, and recommendations.
- Mentored new caseworkers as they transitioned into their roles, providing guidance on best practices and procedures.
- Streamlined documentation processes, increasing efficiency in caseload management.
- Developed strong partnerships with local organizations, expanding available resources for clientele.
- Recorded case notes and performed follow-up documentation for admitted and transferred patients; led both group and individual counseling sessions.
Data Entry Clerk
Jabil Global Services
Memphis, TN
11.2006 - 05.2010
- Completed data entry tasks with accuracy and efficiency.
- Followed established procedures to enter and process data correctly.
- Organized, sorted, and checked input data against original documents.
- Scanned documents and saved in database to keep records of essential organizational information.
- Entered data into various computer systems accurately using Microsoft Office Suite.
- Verified accuracy of data entered into system to produce error-free reports.
- Sorted documents and maintained organized filing process.
- Verified entered data against source documents to maintain consistency across multiple platforms within the organization.
- Prioritized tasks effectively to ensure timely completion of all assigned projects without sacrificing attention to detail.
- Enhanced data accuracy by meticulously reviewing and correcting errors in spreadsheets and databases.
Education
Bachelor of Science - Business Administration
Mississippi Valley State University
Itta Bena, MSAssociate of Arts - Business Administration
Remington College
Memphis, TN07.2008
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Data Entry
- Customer Relations
- Problem Resolution
- Microsoft Excel
- Customer satisfaction measurement
- Professional telephone demeanor
Timeline
Customer Service Representative
Hearthside Foods Solution
12.2021 - Current
Legal Caseworker (Part-time)
Shelby County Child Support Service (MAXIMUS)
06.2014 - 08.2016
Operation Team Leader
Cox Automotive
08.2010 - 12.2021
Data Entry Clerk
Jabil Global Services
11.2006 - 05.2010
Bachelor of Science - Business Administration
Mississippi Valley State University
Associate of Arts - Business Administration
Remington College