Summary
Overview
Work History
Education
Skills
Timeline
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Lakeice Davis

Shawnee

Summary

Dynamic Customer Service Representative Lead at Centrinex with a proven track record in complaint handling and team coaching. Enhanced customer satisfaction through personalized solutions and streamlined workflows, achieving significant improvements in first-call resolution rates. Skilled in CRM software and adept at fostering collaboration, contributing to a high-performing team environment.

Experienced with managing and leading customer service teams to ensure smooth operations and high client satisfaction. Utilizes strong communication skills and proactive approach to resolve customer issues efficiently. Track record of improving team performance through effective training and support.

Professional with track record of delivering high-quality customer interactions and solutions. Expertise in managing and training teams, fostering collaboration, and ensuring customer satisfaction. Strong skills in conflict resolution, communication, and adapting to shifting priorities. Known for reliability, efficiency, and achieving measurable results.

Professional with solid experience in supporting individuals to develop essential life skills. Strong focus on fostering team collaboration and achieving impactful results. Reliable and adaptable with skills in communication, problem-solving, and empathy. Known for positive attitude and ability to thrive in dynamic environments.

Professional in field of life skills development, bringing valuable experience to support individuals in enhancing their daily living abilities. Known for reliability and adaptability, consistently contributing to team efforts and achieving impactful results. Skilled in interpersonal communication and conflict resolution, ensuring supportive and collaborative environment.

Experienced with financial reconciliation, stakeholder communication, and process optimization. Utilizes strong communication skills to bridge gaps between departments and external partners. Knowledge of regulatory compliance and financial reporting standards.

Experienced with managing communication channels to ensure seamless information flow. Utilizes strategic communication techniques to engage stakeholders effectively. Knowledge of conflict resolution and team collaboration to drive successful outcomes.

Overview

20
20
years of professional experience

Work History

Customer Service Representative Lead

Centrinex
Lenexa, KS
03.2021 - 02.2025
  • Consistently met or exceeded performance metrics, leading to increased team success and recognition.
  • Mentored junior staff, providing guidance on best practices in customer service.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Implemented new training programs for better team performance and improved service quality.
  • Offered personalized solutions for customers by thoroughly understanding their needs and preferences.
  • Coordinated closely with other department leads to address interdepartmental issues affecting customer experience outcomes efficiently.
  • Maintained detailed records of all interactions with clients, ensuring accurate data collection for future reference.
  • Actively participated in company-wide initiatives aimed at enhancing overall customer satisfaction levels.
  • Played a key role in reducing call wait times by optimizing scheduling and resource allocation.
  • Streamlined workflow processes to increase efficiency and reduce response times.
  • Increased first-call resolution rates through targeted coaching sessions focused on active listening skills for team members.
  • Conducted regular performance evaluations for continuous improvement of team members'' skills and abilities.

EVS Technician

PAM Rehabilitation Hospital
Overland Park, KS
09.2012 - 06.2021
  • Delivered exceptional customer service when interacting with patients, family members, visitors, and colleagues alike, fostering a positive atmosphere within the hospital environment .
  • Promoted a healthy environment for patients, visitors, and staff through diligent maintenance of high cleanliness standards.
  • Supported hospital operations through timely completion of cleaning assignments, contributing to a well-maintained facility.
  • Enhanced patient satisfaction by ensuring a clean and safe environment in all hospital areas.
  • Demonstrated strong time management skills, ensuring the completion of all assigned tasks within designated deadlines while maintaining high-quality work standards.
  • Contributed to effective communication among team members by participating in regular meetings and training sessions.
  • Emptied and decontaminated trash containers to efficiently reduce waste.
  • Performed deep-cleaning projects as needed to maintain optimal cleanliness throughout the facility over time.
  • Assisted in emergency situations requiring immediate attention or cleanup, demonstrating adaptability under pressure.
  • Reduced the risk of infection by properly disposing of hazardous materials and maintaining strict hygiene protocols.
  • Improved sanitation practices by regularly inspecting and evaluating the cleanliness of the facility.
  • Operated industrial floor machines to strip, buff and wax floors to maintain shine and finish.
  • Collaborated with other EVS technicians to ensure comprehensive cleaning coverage in all assigned areas.
  • Ensured proper handling and storage of chemicals, minimizing risks associated with hazardous material exposure.
  • Mixed and blended cleaning solutions to proper concentrations.
  • Cleaned, removed and properly disposed of biohazardous substances in accordance with OSHA and health regulations.
  • Exceeded performance goals related to response times for urgent cleaning requests, contributing to improved patient experiences during their stay at the hospital .

Warehouse Supervisor

Amazon
Kansas City, KS
11.2008 - 02.2013
  • Supervised warehouse operations by managing employees during shifts.
  • Supervised shipping and receiving, distribution and workplace safety.
  • Supervised shipping and handling operations.
  • Used warehouse management software to reconcile daily inventory.
  • Managed a team of warehouse workers for optimal scheduling, task delegation, and overall productivity.
  • Oversaw daily operations and shipping and handling processes.
  • Maintained high levels of accuracy in daily operations.
  • Completed daily operations on time and maintained high standards of accuracy.
  • Oversaw inventory control levels and verified compliance with storage and organization processes.
  • Conducted regular inventory audits to identify discrepancies in stock counts while implementing corrective measures as needed.
  • Operated warehouse material handling equipment correctly to move loads.
  • Kept detailed records of inventories and merchandise inventory transactions.
  • Handled employee concerns promptly and effectively while maintaining open lines of communication amongst team members.
  • Maintained a clean working environment by enforcing strict cleanliness standards throughout the entire facility.
  • Monitored employee performance and offered mentoring and leadership to improve any deficiencies.
  • Increased accuracy in order fulfillment with thorough quality control checks before shipping orders.
  • Monitored adherence to safety protocols and company policies by staying attentive to details.
  • Managed merchandise inventory transactions.

Customer Service Representative

Health Net Federal Service
Lenexa, KS
06.2006 - 08.2008
  • 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.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.@
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • 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.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • 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.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Coordinated with logistics department to expedite shipping for urgent customer orders.
  • Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
  • Customized support strategies for high-priority clients to ensure their specific needs were met.
  • Collaborated with product team to communicate customer feedback, resulting in product enhancements.

Retail Sales Associate

AT&T
Kansas City, MO
03.2005 - 01.2008
  • Greeted customers and helped with product questions, selections, and purchases.
  • Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
  • Answered questions about store policies and addressed customer concerns.
  • Assisted in managing inventory levels, accurately processing shipments, and restocking merchandise as needed.
  • Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
  • Processed transactions efficiently using point-of-sale systems, minimizing wait times for customers at checkout.
  • Developed strong relationships with repeat clients, leading to increased loyalty and return visits.
  • Collaborated with team members to meet and exceed monthly sales targets consistently.
  • Enhanced visual merchandising displays by arranging products strategically, attracting more customers to the store.
  • Promoted special offers and events by engaging with customers on the sales floor, driving awareness of promotions and boosting sales conversion rates.
  • Increased sales revenue through effective product recommendations tailored to individual customers.
  • Consistently met personal sales goals through proactive engagement with customers and upselling techniques when appropriate.
  • Contributed to loss prevention efforts by maintaining vigilant awareness of potential theft risks on the sales floor and reporting suspicious activities as required.
  • Supported store leadership in implementing new merchandising strategies to improve product positioning.
  • Greeted customers and provided outstanding customer service.
  • Increased sales floor efficiency by organizing merchandise and ensuring items were easy to locate.

Education

High School Diploma -

Shawnee Mission North High
Shawnee, KS
05-2008

Skills

  • Call center experience
  • Reporting and analysis
  • Escalation management
  • Stress tolerance
  • Complaint handling
  • Customer satisfaction measurement
  • Attendance management
  • Live chat support
  • Workforce planning
  • Feedback collection
  • Social media support
  • CRM software
  • Email management
  • Collaboration
  • Inbound and outbound calls
  • HR support
  • Data entry
  • Skill development
  • Team coaching
  • Product knowledge
  • Continuous improvement
  • Issue resolution

Timeline

Customer Service Representative Lead

Centrinex
03.2021 - 02.2025

EVS Technician

PAM Rehabilitation Hospital
09.2012 - 06.2021

Warehouse Supervisor

Amazon
11.2008 - 02.2013

Customer Service Representative

Health Net Federal Service
06.2006 - 08.2008

Retail Sales Associate

AT&T
03.2005 - 01.2008

High School Diploma -

Shawnee Mission North High

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Lakeice Davis