Professional with strong commitment to delivering exceptional customer service and achieving results. Adept at addressing customer needs and resolving issues efficiently. Reliable team player known for adaptability and effective communication skills. Proven track record in fostering collaborative environments and driving customer satisfaction.
Hi, I’m
LaFredrick Burns
Charlotte,North Carolina
Summary
Overview
22
years of professional experience
8
Certificate
Work History
Spectrum
Rep 1, SMB Tech Support
07.2024 - Current
Job overview
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
Family Dollar
Customer Service Representative
06.2024 - 12.2024
Job overview
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Dunkin
Shift Leader
06.2024 - 07.2024
Job overview
- Trained new employees and delegated daily tasks and responsibilities.
- Maintained a clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
- Completed cash and credit card transactions accurately using POS software.
- Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Collaborated with other shift leaders to maintain consistent standards across all shifts, promoting a cohesive workplace culture.
- Enhanced customer satisfaction through prompt and courteous service, addressing concerns immediately.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Enforced company policies and regulations with employees.
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
- Served as a reliable point-of-contact for upper management when needed, effectively communicating any issues or successes from daily operations.
- Resolved conflicts between employees to maintain positive and productive work environments.
City of Charlotte
Telecommunicator Trainee
12.2023 - 05.2024
Job overview
- Fielded stressful calls while entering information into computer aided dispatch system for police, fire and emergency medical services personnel dispatch.
- Leveraged radio, telephone and computerized and electronic equipment to dispatch law enforcement, fire or medical assistance units to scene of emergency.
- Developed strong rapport with field personnel, fostering teamwork in emergency situations.
- Conducted routine equipment checks to ensure optimal functionality during critical operations periods.
- Reduced miscommunications by providing clear and concise instructions to responders in high-pressure scenarios.
- Assisted first responders in locating incident scenes through accurate and timely relay of information.
- Improved overall response efficiency by continually updating knowledge on local geography and street names.
- Attended regular training sessions to stay current with the latest technologies used in emergency telecommunications systems.
- Handled specialized communication systems such as TTY/TDD devices for assisting hearing-impaired callers, ensuring equal access to emergency services.
- Managed radio communications between dispatch center and responding units during major incidents or events.
City of Milwaukee
911 Dispatcher
04.2017 - 11.2023
Job overview
- Monitored Fire and Medical radios to provide assistance to responding personnel.
- Provided exceptional customer service to callers in crisis, displaying empathy while obtaining necessary information for emergency response teams.
- Recorded and tracked emergency requests utilizing computer-aided dispatch systems.
- Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
- Dispatched and coordinated emergency services teams according to high-priority calls.
- Read system maps and caller information, and documented details in system.
- Collaborated with fellow dispatchers to maintain a cohesive team environment, fostering seamless communication during emergencies.
- Answered calls from automatic routing system and took basic information from callers.
- Assessed emergency requests and made quick judgment calls to determine appropriate action.
- Increased situational awareness among responding units through timely updates on evolving incident conditions.
- Served as an integral member of the emergency communications team, consistently demonstrating professionalism and dedication to public safety.
- Managed high-stress situations with composure, providing reassurance to distressed callers while gathering crucial information for first responders.
Milwaukee Public Schools, MPS
School Safety Assistant
10.2016 - 04.2017
Job overview
- Gathered information, prepared reports, and drafted correspondence related to cases.
- Improved workplace safety by conducting regular inspections and identifying potential hazards.
- Provided assistance in managing health and safety programs aligned with industry standards.
- Served as primary backup to officer in charge with various responsibilities related to compliance, operations management, and staff supervision.
- Managed emergency response plans, performing drills to ensure preparedness for various situations.
- Provided timely responses to employee questions or concerns about workplace safety issues, promoting open dialogue and trust building.
- Facilitated communications between departments regarding safety concerns, fostering collaboration for effective problem solving.
- Participated in company-wide safety audits, identifying areas of improvement and proposing corrective actions.
- Assisted in the reduction of accidents through thorough incident investigations and root cause analysis.
JCPenney
Customer Service Representative
02.2016 - 08.2016
Job overview
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
United Postal Service
City Carrier Assistant
07.2015 - 02.2016
Job overview
- Efficiently managed time and resources to ensure timely completion of route assignments while meeting delivery standards.
- Adhered to safety protocols when handling hazardous materials or heavy packages in accordance with USPS guidelines.
- Provided exceptional customer service by assisting customers with questions about postage rates, mailing regulations, and package guidelines.
- Minimized delays in service during challenging situations like inclement weather, by maintaining open communication with supervisors and team members.
- Handled sensitive materials such as registered or certified mail with care, ensuring proper documentation and prompt delivery.
- Planned and cased mail in sequence of delivery for designated route.
- Safely operated postal vehicles for transportation of mail between facilities, adhering to traffic laws and regulations.
- Used portable devices to maintain system records by scanning items delivered to homes and businesses.
- Collaborated with fellow carriers to cover different routes when needed, demonstrating teamwork and flexibility.
- Engaged customers with pleasant demeanor and offered to help with mail-related issues.
- Collected mail from letter boxes on specific route both on foot and by vehicle.
Wells Fargo
Teller
04.2015 - 07.2015
Job overview
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Processed customer transactions promptly, minimizing wait times.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Improved customer satisfaction by providing efficient and accurate transaction processing.
- Increased cross-selling opportunities by identifying customer needs and recommending appropriate banking products or services.
Walmart
Overnight Stocker
09.2014 - 05.2015
Job overview
- Maintained proper storage of overstock items, keeping backroom areas organized and accessible for future use.
- Removed all boxes and related trash from sales floor and processed through compactors.
- Enhanced store appearance for better customer experience through meticulous shelf stocking and arrangement.
- Used dollies and pallet jacks to unload and organize merchandise from delivery trucks.
- Ensured timely completion of nightly stocking tasks, optimizing store readiness for the following day''s operation.
- Collaborated with fellow team members, ensuring consistent communication and task distribution for a successful restocking process.
- Consistently met or exceeded established stocking goals while maintaining accuracy in product placement throughout the store.
Potawatomi Hotel & Casino
Reservation Agent
07.2014 - 03.2015
Job overview
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of casino products, services, and facilities.
- Worked closely with front desk to achieve full occupancy of property.
- Provided support during peak periods or staff shortages by cross-training in other areas of the hotel, demonstrating versatility and commitment to customer service excellence.
Verizon Wireless
Senior Customer Service Representative
12.2009 - 03.2014
Job overview
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
- Reduced call wait times by implementing effective time management techniques within the team.
- Escalated issues to proper supervisors when standard processes were not effective.
- Assisted in creating departmental policies, protocols, and guidelines that improved overall effectiveness of the customer service team.
Verizon Wireless
Retail Customer Service Representative
07.2003 - 12.2009
Job overview
- Assisted customers with finding suitable products, leading to higher sales revenue.
- Effectively balanced multiple responsibilities including cashiering duties handling cash registers during busy periods without compromising quality service delivery.
- Monitored customer feedback and made adjustments to improve service quality.
- Resolved customer complaints promptly, resulting in increased loyalty and repeat business.
- Conducted regular store audits to ensure compliance with company policies and procedures, maintaining a professional retail environment.
- Crosssold complementary items when appropriate, increasing overall transaction value and maximizing profits.
- Unloaded delivery trucks and safely transported goods from stockroom to assigned floor.
- Maintained a clean and organized store environment for optimal shopping experience.
- Kept customer spaces clean, neat and organized for maximum appeal.
- Assisted customers in making informed purchase choices and selecting products.
- Fulfilled customers' special requests for merchandise and delivery times.
- Enhanced customer satisfaction by providing timely and accurate product information.
- Managed inventory levels accurately, minimizing stockouts and ensuring product availability for customers.
Education
University of Phoenix
Bachelor of Science from Business Administration And Management
05-2026
University Overview
- Dean's List Fall/Winter 2024
- National Society of Leadership and Success Member
University of Phoenix
Associate of Arts from Business Management
05-2025
University Overview
- Dean's List Fall/Winter2024
- National Society of Leadership and Success Member
Skills
- Customer support
- Goal-oriented mindset
- Customer relations
- Data entry proficiency
- Multitasking
- Attention to detail
- Organizational skills
- Time management
- Self motivation
- Microsoft Office Suite
- Teamwork and collaboration
- Memory retention
Certification
- Mental Health First Aid, National Council for Mental Wellbeing, 10/10/25
- CPR & AED, American Red Cross, 03/19/25
- IS-100.c Introduction to the Incident Command System, FEMA, None
- IS-200.c Basic Incident Command System for Initial Response, FEMA, None
- IS-242.c Effective Communication, FEMA, None
- IS-247.b Integrated Public Alert and Warning System (IPAWS) for Alert Originators, FEMA, None
- IS-700.b An Introduction to the National Incident Management System, FEMA, None
- IS-800.d National Response Framework, An Introduction, FEMA, None
Availability
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Work Preference
Work Type
Full TimePart TimeWork Location
On-SiteRemoteHybridImportant To Me
Career advancementWork-life balanceHealthcare benefitsPaid sick leavePaid time offAwards
Awards
- Meritorious Service Award, Dispatch Team Award for Car vs Bus/Flight for Life response, 07/2022
- Meritorious Service Award, Dispatch Team Award for Water Street Mass Casualty, 05/2022
- Dispatcher of the Year, Burnham Street Fire (3 Alarms), 04/2023
- Fire Bug Award, Most Fire calls taken 2021 & 2022
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