LaCole Hamilton
Hamtramck,MI
Summary
Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs. Also having Paraprofessional skills to help students of different skill levels excel. Thrilled to assist teachers with needs to facilitate best possible educational environment. Ready to help students grow and learn through any type of support.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Tier 2 Customer Service Representative
Blue Cross Blue Shield of Michigan
Southfield, MI
03.2024 - Current
- Resolved complex customer inquiries with a focus on policy details and claims processing
- Collaborated with cross-functional teams to enhance customer service protocols and improve response times
- Educated customers on benefits, coverage options, and claims procedures to ensure understanding and satisfaction
- Trained new team members on operational procedures and best practices for effective customer support
- Analyzed customer feedback to identify trends and recommend improvements in service delivery
- Managed escalated issues efficiently, demonstrating conflict resolution skills to maintain customer loyalty
- Implemented process improvements that reduced average handling time while maintaining high service quality
- Utilized problem-solving skills to address customer complaints.
- Improved customer satisfaction by actively listening to concerns and providing prompt resolutions.
- Retained customers through empathetic interactions, negotiation skills, and offering tailored solutions to their concerns.
- Provided comprehensive product knowledge to address customer questions confidently and accurately.
- Maintained detailed records of customer interactions for accurate tracking and analysis of trends or recurring issues.
- Crosstrained in multiple departments to provide seamless assistance regardless of the specific issue at hand.
- Coordinated with the team to share workload during peak periods, ensuring optimal service delivery and minimal customer wait times.
- Enhanced team productivity by sharing best practices and collaborating on process improvements.
- Handled sensitive information securely and discreetly, ensuring compliance with data protection regulations at all times.
- Collaborated with colleagues across departments to expedite resolution efforts when needed, improving overall efficiency levels within the team.
- Reduced call wait times for better customer experience by efficiently handling inquiries and escalating issues when necessary.
- Adapted communication style according to diverse clientele needs, ensuring clarity and understanding during each interaction effectively.
- Participated in ongoing training sessions to stay updated on industry developments and enhance personal skill set continually.
- Managed high-pressure situations calmly, prioritizing tasks effectively while maintaining a professional demeanor.
- Consistently met performance metrics with effective problem-solving tactics, resulting in positive reviews from customers.
- Conducted follow-up calls to gauge satisfaction levels post-resolution, identifying areas for potential improvement moving forward.
Paraprofessional
JOY PREPARATORY ACADEMY
Detroit, MI
07.2019 - 03.2024
- Assisted teachers in delivering instructional materials and classroom activities.
- Supported students with diverse learning needs through individualized attention and resources.
- Collaborated with educators to develop and implement effective lesson plans.
- Monitored student progress and behavior, providing timely feedback to staff and parents.
- Facilitated small group discussions to enhance peer interaction and engagement in learning.
- Implemented classroom management techniques to create a positive learning environment.
- Trained new paraprofessionals on best practices for supporting students effectively.
- Contributed to school events and activities, enhancing community involvement and student morale.
- Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
- Improved classroom management by assisting teachers with behavioral interventions and monitoring student progress.
- Supervised students during non-instructional periods such as lunch, recess, or field trips, ensuring safety at all times.
- Fostered a positive learning environment by establishing strong rapport with students, parents, and faculty members.
- Enhanced student support by delivering one-on-one and small group assistance in various subjects.
- Collaborated with teachers to develop and implement individualized education plans for students with special needs.
- Assisted in the administration of standardized testing, ensuring accurate assessment of student performance levels.
- Contributed to development of Individualized Education Programs (IEPs), tailoring education to student needs.
- Cleaned, organized and restocked classrooms for upcoming classes.
- Graded and provided feedback on assignments.
- Prepared reports and maintained administrative records.
- Helped teachers manage bus loading and unloading.
After-School Tutor
Focus Hope Center For Children
Detroit, MI
10.2019 - 10.2022
- Reviewed class materials and discussed reading assignments, boosting comprehension.
- Helped students review and understand previous lessons to make connection with new lesson.
- Created and implemented individual lesson plans based on student learning styles.
- Recommended supplementary books, software, and other learning materials.
- Aided students in computer laboratories and other out-of-classroom academic environments.
- Presented tutoring workshops and academic support sessions for small groups.
- Traveled to student's home or to another place of student's choice to conduct tutoring sessions.
- Communicated student progress to parents and teachers through written progress reports and direct conversations.
- Maintained records of students assessment results, progress, feedback and school performance.
- Utilized listening and questioning strategies to diagnose student needs and monitor progress.
- Attended training sessions, enhancing tutoring practices and techniques.
- Worked closely with students to help develop math and essay writing skills.
- Supervised after-school activities including arts and crafts, sports, music.
Redemption Specialist
CREDIT ACCEPTANCE
Southfield, MI
04.2016 - 07.2019
- Assisted customers with getting their vehicle back due to repossession
- Partnered with Repossession Contractors and Auction Agencies in negotiating a down payment amount to return vehicle back to customer
- Set-up post redemption arrangements to bring customer's accounts to current
- Daily use of Microsoft Outlook, Word and Excel Adhered to Company Policies and Dress code
- Resolve customer complaints or answer customers' questions regarding policies and procedures
- Analyzed customer accounts to resolve payment discrepancies and improve resolution processes.
- Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes
- Implement corporate or departmental policies, procedures, and service standards in conjunction with management
- Ensured compliance with applicable laws and regulations when processing reward redemptions.
Technical Support Team Leader
ONSTAR/ MINACS
Warren, MI
03.2014 - 04.2016
- Provided technical guidance and assistance to staff on assigned projects.
- Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
- Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
- Analyzed customer feedback data to identify areas of improvement in service delivery.
- Maintained audit trail and statistical records of problems and conditions reported by client.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Managed daily operations of the department including scheduling, planning, budgeting.
- Supervised and directed workers engaged in installation of data communication equipment and software.
- Resolved record-breaking backlog of support tickets following major system malfunction.
- Monitored call queues and responded to customer inquiries promptly.
- Responded quickly to any changes in technology that could affect day-to-day operations within the department.
- Developed training programs to enhance staff knowledge and service delivery.
- Led technical support team to resolve customer inquiries efficiently and effectively.
- Monitored performance metrics to ensure compliance with service level agreements.
- Led weekly meetings to discuss ongoing challenges, fostering open communication within the team.
- Collaborated with cross-functional teams to improve product quality, reducing the number of support requests.
- Configured and tested new software and hardware.
Technical Support Advisor
ONSTAR/ MINACS
Detroit, MI
03.2012 - 03.2014
- Resolved record-breaking backlog of support tickets following major system malfunction.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.
- Trained users on how to use various software applications or operating systems.
- Stayed abreast of latest software developments to enhance job knowledge.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Installed software applications on customer systems as requested.
- Maintained up-to-date case documentation for future reference.
- Maintained detailed documentation of all work performed in the ticketing system.
- Tested and verified fixes prior to releasing them into production environments.
- Worked closely with vendors to resolve complex technical issues.
Sales Representative
ALL YOU CAN TALK- METRO PCS
Detroit, MI
02.2009 - 10.2011
- Organized store by returning merchandise to proper areas and restocked displays.
- Improved overall customer purchasing experiences to promote steady revenue.
- Demonstrated product features to align with customer needs.
- Maintained knowledge of sales and promotions, return policies and security practices.
- Greeted customers to determine wants or needs.
- Identified customer needs to deliver relevant product solutions and promotions and meet target budgets.
- Bagged or packaged purchases and wrapped gifts.
- Answered inquiries from prospective customers regarding features of products and services offered.
- Adhered to established policies and procedures when handling customer accounts.
- Managed inventory levels by ordering sufficient stock for each account.
- Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.
- Monitored customer order process and addressed customer issues.
Bank Teller
TCF BANK
Detroit, MI
09.2010 - 06.2011
- Directed specific questions to appropriate branch personnel.
- Served large number of customers during high volume shifts and remained composed and professional in stressful situations.
- Assisted customers with basic technical issues related to digital banking platforms.
- Met or exceeded sales goals by promoting bank products and services in customer interactions.
- Cross-sold bank products by answering inquiries, informing customers of new services and promotions.
- Cashed customer checks, verified identification and checked account balances in accordance with bank policy.
- Verified amounts and integrity of every check or funds transfer.
- Handled large sums of money with accuracy while maintaining appropriate levels of security.
- Adhered to financial services security and audit procedures.
- Performed special services for customers, ordering bank cards and checks.
- Reconciled daily sales sheets with actual physical money received from customers or deposited into ATM machines.
- Processed term deposits, retirement savings plan contributions and mail deposits within processing time limits.
- Liaised between bank branches regarding best practices and operations.
Assistance Infant Teacher
LASTING IMPRESSIONS DAYCARE CENTER
Detroit, MI
08.2005 - 05.2009
- Maintain a safe play environment
- Dress children and change diapers
- Observe and monitor children's play activities
- Communicate with children's parents or guardians about daily activities, behaviors, and related issues
- Sanitize toys and play equipment
- Keep records on individual children, including daily observations and information about activities, meals served, and medications administered
- Identify signs of emotional or developmental problems in children and bring them to parents' or guardians' attention
- Assist in preparing food and serving meals and refreshments to children
- Instruct children in health and personal habits, such as eating, resting, and toilet habits
- Create developmentally appropriate lesson plans
- Regulate children's rest periods
- Perform housekeeping duties, such as laundry, cleaning, dish washing, and changing of linens.
Education
Associate of Arts - Liberal Arts And General Studies
School Craft College
Livonia, MIAssociate of Arts - Early Childhood Education
Baker College
Clinton Township, MIHigh School Diploma -
DETROIT ACADEMYOF ARTS AND SCIENCES
Detroit, MI06-2005
Skills
- Schedule Management
- Classroom Support
- Educational Assistance
- Complaint Resolution
- Data Entry
- Call Management
- Regulatory Compliance
- Data entry proficiency
- Email etiquette
- Live chat support
- Active listening
Certification
- CPR License - recommended renewal 09/2024
Timeline
Tier 2 Customer Service Representative
Blue Cross Blue Shield of Michigan
03.2024 - Current
After-School Tutor
Focus Hope Center For Children
10.2019 - 10.2022
Paraprofessional
JOY PREPARATORY ACADEMY
07.2019 - 03.2024
Redemption Specialist
CREDIT ACCEPTANCE
04.2016 - 07.2019
Technical Support Team Leader
ONSTAR/ MINACS
03.2014 - 04.2016
Technical Support Advisor
ONSTAR/ MINACS
03.2012 - 03.2014
Bank Teller
TCF BANK
09.2010 - 06.2011
Sales Representative
ALL YOU CAN TALK- METRO PCS
02.2009 - 10.2011
Assistance Infant Teacher
LASTING IMPRESSIONS DAYCARE CENTER
08.2005 - 05.2009
Associate of Arts - Liberal Arts And General Studies
School Craft College
Associate of Arts - Early Childhood Education
Baker College
High School Diploma -
DETROIT ACADEMYOF ARTS AND SCIENCES