Lajuane D Hennesy
Oklahoma City
Summary
Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
9
9
years of professional experience
Work History
Outbound Call Center Representative
Goldfein Claims Management
08.2024 - 01.2025
- Maintained strong relationships with customers, leading to increased repeat business.
- Exceeded daily outbound call quotas while maintaining high levels of customer satisfaction and engagement.
- Enhanced company reputation by addressing customer concerns and resolving issues promptly.
- Helped train new hires in the outbound call center process, ensuring they were prepared to handle calls effectively from day one on the job.
- Made outbound lead follow-ups to potential and existing customers by telephone and email to qualify leads and sell products and services.
- Trained new Claims Representatives on company policies, procedures, and software systems, improving overall team productivity.
- Maintained up-to-date knowledge of regulatory changes, ensuring company compliance and minimizing legal risks.
- Achieved high levels of accuracy in claim assessment, minimizing company's exposure to risk.
- Verified client information by analyzing existing evidence on file.
- Calculated adjustments, premiums and refunds.
- Posted payments to accounts and maintained records.
- Processed and recorded new policies and claims.
- Prepared insurance claim forms or related documents and reviewed for completeness.
- Checked documentation for accuracy and validity on updated systems.
- Delivered constructive suggestions to supervisor for improving outbound sales development processes.
- Improved team productivity by sharing best practices and collaborating on problem-solving strategies.
- Provided ongoing feedback for management regarding customer needs, preferences, and trends to inform future marketing efforts.
Reservation Agent
Enterprise Mobility
10.2023 - 02.2024
- Achieved performance levels for individual talk time, quality, and sales percentages with expert call control
- Directed customers to property locations and offered pamphlets with service information
- Helped business fulfill every confirmed reservation by creating detailed and accurate entries
- Monitored inventory levels and communicated potential overbookings to management as needed
- Ensured timely communication with housekeeping staff regarding early arrivals or late checkouts
- Informed guests of special promotions or packages available during their stay
- Utilized reservation software systems to manage bookings efficiently and accurately
- Addressed customer inquiries and concerns promptly and professionally
- Participated in regular training sessions to stay informed about changes within hospitality industry or company policies
- Provided accurate information on room availability, rates, and amenities
Technical Support Representative
Tranaction Data Systems
10.2020 - 05.2023
- Guided users through step-by-step solutions following pre-determined scripts and technical troubleshooting procedures
- Diagnosed and resolved technical hardware and software issues
- Accommodated wide-ranging customer experience levels by adjusting technical support strategies
- Resolved most calls with first contact and escalated remaining calls to appropriate personnel for swift handling
- Recorded customer issues on database to streamline process and fastrack resolutions
- Participated in training and workshops to enhance skills and acquire resourceful tools
- Informed programmers regarding errors and assisted in finding solutions to modify programs
- Guided users with troubleshooting using diagnostic tools
- Guided calls using excellent communication skills and decisive approach
- Concurred with staff to address and resolve complex issues
- Identified and resolved issues using software and hardware
- Collaborated with cross-functional teams to improve product performance and usability
- Escalated complex issues to higher-level support teams for resolution
- Monitored live chat support queues while providing real-time assistance to clients
Technical Support Representative
Dell EMC
10.2018 - 08.2020
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
- Provided Tier 1 IT support to non-technical internal users through desk side support services
- Translated complex technical issues into digestible language for non-technical users
- Managed high levels of call flow and responded to Enterprise technical support needs
Sales Representative Assistant Manager
Big O Tires
04.2016 - 10.2018
- Collaborated with colleagues in both domestic and international support facilities
- Activated accounts for clients interested in new services
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues
- Monitored systems in operation and input commands to troubleshoot areas
- Identified potential sales and cross-selling opportunities in course of delivery of support services
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and enterprise maintenance
- Installed and performed security applications and devices with suggested additional security measures
- Built and maintained internal knowledge bases for support products to expand available feedback and performance data
- Documented all transactions and support interactions in system for future reference and addition to knowledge base
- Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Applied current customer and new customer strategies to engage in new business opportunities and develop existing accounts with in both Mustang and Yukon branches
- Held one-on-one meetings with crew members to identify selling hurdles and offered insight into best remedy
- Delivered recommendations to long-term accounts to promote brand of company awareness to key audience
- Increased profits through providing excellent customer service, following established guidelines and auditing sales reports
- Achieved sales goals and service targets by cultivating and securing new customer relationships
Credit Analyst
Lexington Law Firm
04.2016 - 02.2017
- Assessed credit risk and analyzed financial statements
- Analyzed customer data such as financial statements to determine level of risk involved for extending credit
- Minimized accounts receivable collections and reconciled customer billings and statements
- Made decisions and recommendations about extending lines of credit
- Contacted customers and requested financial documentation
- Improved understanding of financial statements, which helped in assessing risk
- Performed credit reviews on corporations to assess financial conditions
- Gathered loan documentation for underwriting
Education
Associate of Applied Science - Digital Communications And Media
Hillsdale College
Moore, OK Associate of Applied Science - Information And Computer Systems
OCCC
Oklahoma City, OKHigh School Diploma -
Harding Charter Prep HS
Moore, Ok 05-2010
Skills
- Goal oriented
- Empathy and patience
- Detail-oriented
- Data entry proficiency
- CRM software proficiency
- Script memorization
- Call scheduling
- Call handling
- Customer relationship building
- Outbound sales
- Email etiquette
- Pipeline management
- Teamwork
- Teamwork and collaboration
- Quick thinking
- Customer service
- Problem-solving
- Time management
- Problem-solving abilities
- Multitasking Abilities
- Reliability
- Team collaboration
- Team leadership
- Active listening
- Adaptability and flexibility
- Inbound and outbound calls
- Phone etiquette
- Microsoft office
- Data entry
- Computer literacy
- Data analysis
- Technical troubleshooting
- Technical support
- Product troubleshooting
- Remote support
- Network diagnostics
- Software installation
- Account management
- Technical issues analysis
- Ticket support system management
- Ticket management
- Hardware diagnostics
- System administration
- Videoconferencing
- Product knowledge
- Remote technical support
- Help desk support
Timeline
Outbound Call Center Representative
Goldfein Claims Management
08.2024 - 01.2025
Reservation Agent
Enterprise Mobility
10.2023 - 02.2024
Technical Support Representative
Tranaction Data Systems
10.2020 - 05.2023
Technical Support Representative
Dell EMC
10.2018 - 08.2020
Sales Representative Assistant Manager
Big O Tires
04.2016 - 10.2018
Credit Analyst
Lexington Law Firm
04.2016 - 02.2017
Associate of Applied Science - Digital Communications And Media
Hillsdale College
Associate of Applied Science - Information And Computer Systems
OCCC
High School Diploma -
Harding Charter Prep HS
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