LaDaysia West
Madison
Summary
Communication Representative with over 12 years of experience in customer service, known for delivering exceptional support with a positive, professional demeanor. Recognized for strong interpersonal, organizational, and negotiation skills, with a consistent track record of resolving issues efficiently and maintaining customer satisfaction. Highly motivated team player who thrives in fast-paced environments and works equally well independently.
Overview
9
9
years of professional experience
Work History
Video Solution Specialist
DirecTV
03.2020 - Current
- Resolved customer complaints efficiently, reducing escalations and improving first-call resolution rates.
- Our goal is to make a save attempt on every call to try to save each customer.
- Delivered exceptional customer service by assisting clients with billing inquiries, service activations, technical support, and account updates.
- Processed payments, refunds, and adjustments while ensuring accuracy and PCI compliance.
- Guided customers through troubleshooting steps for hardware and software issues, minimizing service disruptions.
- Maintained detailed documentation of customer interactions in CRM systems, ensuring accurate records and follow-ups.
- Handled an average of 20-30 calls per day, maintaining a high satisfaction rating and adhering to company service standards.
Communicative Representative
Huntsville Hospital
05.2016 - 06.2020
- Answered 300–400 incoming calls daily, providing prompt and courteous assistance to patients, families, and outside callers.
- Ensured patients received timely support by efficiently routing calls and addressing general inquiries.
- Transferred calls to appropriate hospital departments or patient rooms, maintaining clear and professional communication.
- Notified trauma doctors immediately in cases of incoming emergency patients to ensure rapid response and coordination.
- Announced emergency codes clearly over the hospital intercom system, repeating three times as protocol required.
- Entered emergency codes and alerts rapidly and accurately to notify appropriate medical response teams.
Shift Leader
Hardee's
01.2016 - 01.2020
- Provided friendly and efficient customer service by taking orders in both drive-thru and dine-in settings.
- Operated as a cashier for both drive-thru and front counter, handling cash and credit.
- Prepared food orders quickly and correctly, ensuring quality and adherence to health and safety standards.
- Trained new team members across all roles, improving team performance.
- Balanced cash drawers, prepared deposit slips, and completed end-of-shift bank deposits with accuracy and accountability.
- Responsible for store opening and closing procedures, including inventory checks, cleaning, and securing the premises.
Education
Associate of Science Degree -
Calhoun Community College
Huntsville, Alabama05.2016
Skills
- Strong communication skills
- Ability to work under pressure
- Team player
- Ability to type 40 words per minute
- Dependable
- Active listening
- Empathy
- Verbal and written communication
- Patience
- Time management
- Professional phone and email etiquette
- Adaptability and flexibility
- Data entry and transaction accuracy
- Billing and invoicing
- Billing and invoicing
Awards
- Employee of the month at Huntsville Hospital for 3 months in a row
- Elite winner at DirecTV five times
Timeline
Video Solution Specialist
DirecTV
03.2020 - Current
Communicative Representative
Huntsville Hospital
05.2016 - 06.2020
Shift Leader
Hardee's
01.2016 - 01.2020
Associate of Science Degree -
Calhoun Community College
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