LaChanda Grove
Mobile,AL
Summary
Hardworking customer service representative accustomed to fast-paced call center environments. Quickly and effectively understands, documents and resolves customer concerns, driving satisfaction while meeting demanding business objectives. Well-versed in customer care standards and best practices.
Overview
10
10
years of professional experience
Work History
PBX Switchboard Operator
Ascension Providence Hospital
Mobile, AL
05.2015 - 03.2021
- Answered calls with a friendly and polite approach to ensure excellent customer service
- Answered up to 100 calls per day in a fast-paced environment
- Provided training and coaching to new PBX operators
- Developed and updated business phone directory to reflect current employees and other changes
- Alerted staff of emergency information and general announcements using PA system
- Completed connections between callers, departments and professionals
- Served as radio dispatcher maintaining proper radio and paging procedures.
- Accurately transcribed message details and promptly relayed to appropriate recipients
- Directed customer communication to appropriate department personnel, in addition to providing information to resolve inquiries and bolster customer satisfaction
- Assisted with administrative tasks such as scheduling and documenting different department functions
- Provided dispatch support for hospital security department
- Cleaned break rooms, including sinks, countertops, microwaves, coffeemakers, refrigerators, tables and chairs
- Participated in emergency preparation meetings to understand crisis management procedures.
- Assisted staff with technical issues by performing simple troubleshooting and registering helpdesk tickets with IT department.
- Conducted directory searches for employees and customers to locate phone numbers, business addresses and important information.
- Reported telephone line issues and outages to IT department for prompt repairs.
- Contacted different on call departments and documented interactions
Customer Service Representative
Nco Financial
Mobile, AL
01.2015 - 05.2015
- Reviewed account and service histories to identify trends and issues
- Consulted with customers to determine best methods to resolve service and billing issues
- Assisted approximately 50 to 60 customers each with product and service questions
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Greeted customers to facilitate services, determine service needs and accurately input orders into electronic systems
- Answered inbound calls per day and directed to designated individuals or departments
- Addressed customer service inquiries quickly and accurately
- Kept abreast of rapidly evolving industry technology to provide exceptional support, develop proactive issue resolutions, and share benefits of new technologies
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Upheld privacy and security requirements established by regulatory agencies.
- Exceeded company productivity standards on consistent basis.
City Carrier Assistant (Holiday)
United States Postal Service
Mobile, AL
12.2014 - 02.2015
- Prepared packages in sequence of delivery for optimal productivity
- Utilized portable scanners to mark item delivered to residences and businesses, keeping records current and accurate
- Provided exemplary services to customers by being pleasant and engaging and offering to assist with any mail-related concerns
- Cleaned and checked over vehicle after completion of all daily deliveries
- Observed road rules, weather and road conditions and other factors to maintain safe driving record
- Loaded and unloaded delivery van each day
- Obtained signatures needed to complete and process all paperwork efficiently
- Grouped and routed deliveries according to designated areas to maintain efficient delivery times
- Unloaded packages from delivery van for delivery to customers, taking care to prevent damage to merchandise and goods
Housekeeper
Sodexo
Goldsmith, TX
05.2014 - 10.2014
- Maintained exceptional guest satisfaction by working closely with general manager and reporting feedback from customers
- Returned vacant rooms to occupant-ready status by deep cleaning, changing linens, restocking inventory and removing trash
- Swept and damp-mopped private stairways and hallways
- Requested maintenance orders to fix non-working equipment and address any room damage
- Completed cleaning tasks while spending majority of day walking, twisting, bending, pushing and kneeling to get job done
- Followed proper handling procedures for chemical cleaners and power equipment to prevent damage to floor and fixtures
- Washed and polished glass windows and doors to keep entryway's clear and professional
- Provided detailed and timely cleaning services while working in fast-paced environment with multiple interruptions
- Swept and vacuumed floors, hallways and stairwells
- Provided deep cleaning services for areas in need of additional sanitation
- Cleaned and returned vacant rooms to occupant-ready status
- Changed and laundered sheets, removing stains by using cleaner to restore all linens to pristine condition
- Replaced sheets and pillow-cases daily and used hospitality corners on all beds
- Removed finger marks and smudges from vertical surfaces, including doors, frames and glass partitions
- Kept utility sink rooms in clean, neat and orderly condition
- Dusted and vacuumed assigned rooms, wiped baseboards, removed scuff marks and cleaned mirrors, toilets, sinks, showers, tubs and marble floors daily
- Dusted ceiling air conditioning diffusers and ventilation systems
- Supplied guests with extra towels and toiletries when requested
- Managed client laundry with proper care and attention to needs of different linens and articles of clothing
Behavior Aide
Alta Pointe Health Systems
Mobile , AL
11.2013 - 05.2014
- Created communication strategies to meet client objectives
- Cleaned break rooms, including sinks, countertops, microwaves, coffeemakers, refrigerators, tables and chairs
- Monitored behavior of patients
- Supported patients with special needs and developmental delays to help each live full lives
- Helped to improve patient behaviors with modeling and reinforcement techniques
- Completed daily updates to files and electronic health records
- Assisted patients with achieving personal hygiene goals by helping with bathing, toileting and grooming
- Responded to emergency situations and implemented both verbal and physical de-escalation strategies
- Maintained daily records of activities, behaviors, meals and naps
Customer Financial Services Representative
West Asset Management
Mobile, AL
10.2012 - 05.2013
- Addressed customer service inquiries quickly and accurately
- Reviewed customer data to assess current issues and determine potential solutions
- Answered inbound calls per day and directed to designated individuals or departments
- Escalated customer concerns, store issues and inventory requirements to supervisors
- Collected customer feedback and recommended procedural or product changes to enhance future service delivery
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Reviewed account and service histories to identify trends and issues
- Helped customers to bring accounts into good standing by implementing payment plans.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Documented conversations with customers to track requests, problems and solutions.
- Upheld strict quality control policies and procedures during customer interactions.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Reviewed customer account information to determine current issues and potential solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Confirmed delivery of orders and troubleshot missed delivery dates, shortages and overages.
- Made outbound calls to obtain account information.
- Answered 50 to 60 Inbound calls per day and directed to individuals or departments.
- Reviewed account and service histories to identify trends and issues.
- Exceeded company productivity standards on consistent basis.
Cashier
Walmart
Saraland, AL
05.2012 - 10.2012
- Maximized customer satisfaction by assisting customers complete purchases, locate items and sign up for rewards programs
- Learned roles of other departments to provide coverage and keep store operational
- Greeted incoming customers and provided personable and knowledgeable service
- Remained standing for prolonged periods of time, in addition to repeated walking, bending, stretching and occasional lifting
- Maintained flexibility to work varied schedule, including nights and weekends
- Monitored product availability in store, on shelves and in orders to accurately answer customer questions
- Properly verified customer identification for alcohol or tobacco purchases
- Kept check-out areas clean, organized, and well-stocked to maintain attractive store
- Observed company return policy when processing refunds, including inspecting merchandise for wear or damage
- Processed efficient and accurate cash, check, debit, and credit card payments
- Helped customers find specific products, answering questions and offering advice
- Issued receipts, discussed return policies, and directed customers to pickup locations for larger merchandise
- Worked closely with front-end staff to assist customers
Sales Associate
Rue21
Mobile, AL
01.2011 - 10.2012
- Answered incoming telephone calls to provide information about products, services, store hours, policies and promotions
- Helped customers by responding to inquiries and locating products
- Assisted customers by finding needed items and checking inventory for items at other locations
- Stayed up to date on store promotions, payment policies and security practices
- Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current
- Used register system to ring up customer purchases, process payments and issue receipts
- Observed customer behaviors to identify security threats and escalate concerns to supervisors
- Communicated with customers about policies, restrictions and refund policies
- Stocked shelves and supplies and organized displays to focus customer attention on specific items
- Recommended merchandise to customers based on needs and preferences
- Unboxed new merchandise and restocked shelves in appealing and organized arrangements to promote items
Education
High School Diploma -
Southern Choctaw High School
Gilbertown, ALSkills
- Data entry experience
- Call center operations
- Exchanges and refunds
- Typing Skills
- Computer Skills
- Clear communication
- Payment processing
- Customer greeting
- Customer assistance
- Loss prevention
- Microsoft Office
- Organization
- Reliable and trustworthy
- Basic math
- Switchboard operation
- Technologically savvy
- Adaptive team player
- Inbound and Outbound Calling
- Problem-solving abilities
Timeline
PBX Switchboard Operator
Ascension Providence Hospital
05.2015 - 03.2021
Customer Service Representative
Nco Financial
01.2015 - 05.2015
City Carrier Assistant (Holiday)
United States Postal Service
12.2014 - 02.2015
Housekeeper
Sodexo
05.2014 - 10.2014
Behavior Aide
Alta Pointe Health Systems
11.2013 - 05.2014
Customer Financial Services Representative
West Asset Management
10.2012 - 05.2013
Cashier
Walmart
05.2012 - 10.2012
Sales Associate
Rue21
01.2011 - 10.2012
High School Diploma -
Southern Choctaw High School