LaDoris Pope
Fort Worth,TX
Summary
Diligent customer support specialist skilled at listening to customers, exceeding productivity targets and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction.
Overview
30
30
years of professional experience
Work History
Customer Support Specialist
Verizon Enterprise
06.2022 - 08.2023
- Develop strong relationships with clients by providing one-call resolution, resulting in repeat business and positive feedback.
- Deliver exceptional customer service experiences by maintaining a positive attitude, active listening skills, asking probing questions, and empathetic responses to customer concerns.
- Manage a high volume of 45-55 inbound calls per day while maintaining excellent call quality standards and adhering to established procedures.
- Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns by educating customers about the benefits of company's products, goods, and services.
- Increased first-call resolution rates with thorough troubleshooting and problem-solving skills.
- Collaborated with cross-functional teams to address complex technical problems, ensuring timely resolutions for customers.
Early Childhood Coordinator
All Stars Early Learning Center
12.2021 - 05.2022
- Participated in ongoing professional development opportunities related to early childhood education trends, ensuring up-to-date knowledge of best practices was consistently applied within the program setting.
- Established strong partnerships with parents through open communication and collaboration on children''s growth and development.
- Organized successful fundraising events, generating funds for classroom resources and materials.
- Evaluated program effectiveness by conducting regular reviews of curriculum, teaching methods, and assessment procedures.
Education Coordinator
Lisa's Little Angels Early Development Center
09.2017 - 11.2021
- Developed community education programming events and other activities designed to increase and improve educational outcomes.
- Liaised between faculty, staff and administrators to coordinate educational program delivery.
- Maintained compliance with local, state, federal policies regarding education coordination through diligent record-keeping practices.
- Monitored expenditures to remain within budgets and improve forecasting accuracy.
Program Coordinator
Tarrant County College
04.2012 - 09.2017
- Facilitated regular meetings with team members to discuss progress updates, address challenges, and brainstorm solutions for ongoing success.
- Established strategic partnerships with external organizations, expanding program reach and impact.
- Developed and maintained relationships with external partners to facilitate program operations.
- Kept program-related data accurate, up-to-date and easily accessible for accessibility.
- Received and reviewed transcripts to determine eligibility for admission to college or specific programs.
- Managed caseloads effectively, prioritizing tasks based on urgency and importance while maintaining high-quality service delivery.
- Provided emotional support to clients, enabling them to better cope with challenging situations.
- Supported families in understanding their loved ones'' needs during times of crisis, promoting better engagement in the healing process.
- Developed strong rapport with clients, establishing trust and fostering open communication channels.
- Inspired positive change in students by sharing actionable advice, tools, and strategies for personal growth.
Administrative Executive
FWMBCC
03.2010 - 03.2012
- Created and updated records and files to maintain document compliance.
- Handled confidential information with utmost discretion, ensuring sensitive data was protected from unauthorized access.
- Collected data, input records, and protected electronic files.
- Improved customer satisfaction by promptly addressing inquiries and resolving issues in a timely manner.
- Enhanced office efficiency by streamlining administrative processes and implementing time-saving tools.
- Negotiated contracts with vendors, securing cost-effective services while maintaining quality standards.
- Served as a liaison between executives and clients, fostering positive relationships through clear communication channels.
- Provided cross-functional support during peak periods or staff absences, demonstrating adaptability and commitment to teamwork.
- Developed presentation materials for executive meetings, enabling clear communication of key points and data.
- Coordinated schedules and timelines for events.
- Adapted quickly when faced with unexpected challenges or changes in plans, maintaining composure while finding effective solutions.
Casino Floor Supervisor
Las Vegas Casino
03.1993 - 02.2010
- Fostered an inclusive atmosphere by promoting open lines of communication among team members, encouraging collaboration and idea sharing.
- Streamlined daily operations by implementing efficient work schedules for casino staff and allocating resources optimally.
- Maintained accurate records of all gaming activities, reporting discrepancies or suspicious activity to management as needed.
- Collaborated with marketing team to develop promotions and special events that attracted new clientele to the casino floor.
- Conducted thorough evaluations of dealer performance levels, providing constructive feedback to help improve overall skill sets.
- Demonstrated flexibility in scheduling availability to accommodate peak periods or special events within the casino.
Education
Bachelor of Science - Psychology
Texas Wesleyan University
Fort Worth, TX05.2014
Associate of Science - Business Administration And Management
Tarrant County College District
Fort Worth, TX12.2011
Skills
- Complaint Handling
- Customer Relationship Management (CRM)
- CRM Software
- Call center experience
- Quality Assurance
- Event Planning
- Project Management
- Risk evaluation
- Mental health knowledge
- Professional boundaries
- Verbal De-escalation
- Creativity and Innovation
Timeline
Customer Support Specialist
Verizon Enterprise
06.2022 - 08.2023
Early Childhood Coordinator
All Stars Early Learning Center
12.2021 - 05.2022
Education Coordinator
Lisa's Little Angels Early Development Center
09.2017 - 11.2021
Program Coordinator
Tarrant County College
04.2012 - 09.2017
Administrative Executive
FWMBCC
03.2010 - 03.2012
Casino Floor Supervisor
Las Vegas Casino
03.1993 - 02.2010
Bachelor of Science - Psychology
Texas Wesleyan University
Associate of Science - Business Administration And Management
Tarrant County College District