LACHE JETER
Washington
Summary
Polite and professional Customer Support Specialist successful in applying strong communication and problem resolution skills to each visitor. Combines strategic thinking with hands-on experience to deliver impactful solutions, provide compassionate support and effective communication in high-stress situations.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
8
8
years of professional experience
Work History
Call Center Agent
TDB Communications
01.2022 - Current
- Process and adjudicate a high volume of commercial claims in compliance with state and federal insurance laws and company policies
- Accurately review claims for completeness, verifying proper documentation, and identifying potential fraud or inconsistencies
- Maintain strong communication with customers, insurance adjusters, and agents to gather relevant information and resolve claim inquiries
- Utilize [claim software] to document and track the status of claims from initial filing to resolution, ensuring prompt and efficient processing
Membership Service Representative
Geico Insurance
01.2019 - 01.2022
- Answering phone calls and written questions, concerns, and complaints regarding membership
- Providing information on membership fees, policies, processes, benefits, products, and services
- Actively listening to members and identifying their needs
- Recommending and cross-selling products and services to members and potential members
- Investigating and resolving or escalating membership and payment issues
- Assessing member eligibility and processing payments, applications, and requests
Call Center Representative
Amazon
01.2017 - 01.2019
- Respond to customer inquiries via phone, email, and chat, resolving issues related to orders, billing, and product information
- Consistently achieve and exceed customer satisfaction ratings by maintaining a friendly and professional demeanor in every interaction
- Use CRM software (e.g., Salesforce, Zendesk) to track customer interactions, manage complaints, and follow up on outstanding cases
- Collaborate with team members and other departments to ensure timely resolution of escalated issues
Education
Bachelor of Arts - Social Work
University of The District of Columbia
Washington, DC05-2029
HIGH SCHOOL DIPLOMA -
Kamit Institute For Mangnificent Acheivers
Washington, DC01.2024
Skills
- CONFLICT MANAGEMENT & RESOLUTION
- PUBLIC RELATIONS
- TEAMWORK
- TIME MANAGEMENT
- LEADERSHIP
- EFFECTIVE COMMUNICATION
- CRITICAL THINKING
- CRM SOFTWARE (EG, SALESFORCE, ZENDESK)
- DATA ENTRY & DOCUMENTATION
- MULTITASKING & TIME MANAGEMENT
- PRODUCT/SERVICE KNOWLEDGE
- ACTIVE LISTENING & EMPATHY
- TEAM COLLABORATION
- COMPLAINT HANDLING & ESCALATION
Timeline
Call Center Agent
TDB Communications
01.2022 - Current
Membership Service Representative
Geico Insurance
01.2019 - 01.2022
Call Center Representative
Amazon
01.2017 - 01.2019
Bachelor of Arts - Social Work
University of The District of Columbia
HIGH SCHOOL DIPLOMA -
Kamit Institute For Mangnificent Acheivers
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