Lafayette Fletcher
Hawthorne,CA
Summary
A highly motivated, analytical, and dedicated professional who holds a Bachelor’s Degree from UNLV with 15+ years of customer service experience in the finance and retail industries. Demonstrated background within sales and customer service with the strong communication skills that are needed to speak with people from every walk of life daily. Strengths are canvassing business and consumer clientele, developing lasting client relationships and inspiring other salespeople to achieve business goals.
Overview
12
12
years of professional experience
Work History
Customer Engagement Leader
CIT Bank
01.2023 - Current
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Conducted regular reviews of client accounts, proactively identifying potential issues or areas for growth.
- Optimized CRM systems for better tracking of customer interactions and followups.
- Responded to customer requests for products, services, and company information.
Caregiver
IHSS
01.2020 - Current
- Responsible for traveling to patients homes and providing care to support their daily living and activities
- Follow specific instructions for dietary needs as well as medications as directed by physicians
- Assisted clients with activities of daily living, promoting independence and quality of life.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
Inside Sales
Sugatsune America
08.2017 - 08.2020
- Received and processed orders in a timely manner via phone, email, or fax while maintaining high accuracy
- Assisted customers with product knowledge by describing benefits and proper use to drive sales performance
- Provided outstanding customer service while helping to maintain a positive work environment.
- Designed survey method to evaluate inside sales team.
- Increased sales revenue by developing and implementing effective inside sales strategies.
Customer Service Specialist
Hafele America
09.2014 - 08.2017
- Placed and processed large hardware orders directly from the client by taking down detailed product information
- Conducted up-selling techniques on orders to bring Hafele maximum revenue
- Offered product knowledge for over ten thousand products from the US and Germany, with a consistent track record of achieving sales KPIs and customer service standards
- Met and maintained all metric statistics put forth by management, earning praise for performance goal attainment.
Collections Representative
Capital One
03.2012 - 07.2014
- Answered customer questions regarding problems with their accounts to provide timely resolutions and payment plans
- Advised customers of necessary actions and strategies for debt repayment
- Conferred with customers by telephone to determine reasons for overdue payments and to review the terms of sales, service, or credit contracts
- Arranged for debt repayment or establish repayment schedules, based on customers' financial situations.
Education
Bachelor’s Degree in Sociology -
University of Nevada, Las Vegas
01.2010
Skills
- Brand Awareness
- Account Management
- Problem-solving abilities
- Product Knowledge
- Customer Relations
- Sales Support
- Standard Operating Procedures
- Team Leadership
- Quality Assurance
- Data Collection & Analysis
- Technical: Microsoft Office Suite (Word, Excel, PowerPoint), Photoshop, Illustrator, Publisher, Oracle
Timeline
Customer Engagement Leader
CIT Bank
01.2023 - Current
Caregiver
IHSS
01.2020 - Current
Inside Sales
Sugatsune America
08.2017 - 08.2020
Customer Service Specialist
Hafele America
09.2014 - 08.2017
Collections Representative
Capital One
03.2012 - 07.2014
Bachelor’s Degree in Sociology -
University of Nevada, Las Vegas
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