LAKEIDRA ADAMS
Dallas,NC
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Nan McKay and Associates (NMA)
08.2021 - 12.2023
- Take inbound/outbound calls to assist callers with correct documentation for application Use ticketing platform like Call Center Tickets
- Conduct product research in Podio and Docuphase in order to provide tenants information on application
- Indexing documents for state review
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Customer Service Specialist
Ttec Credit Karma/Turbo tax
10.2019 - 01.2021
- Use a ticketing platform like Salesforce/Zendesk
- Conduct product research in order to provide members with applicable solutions
- Provide feedback into opportunities to improve member or team experience
- Effectively communicate issues and resolve or update gather feedback
- Communicate key user issues and trends as appropriately and respond to member request via email and live chats on tax questions to resolve filing
- Strong knowledge and understanding of credit karma products to train staff to provide consistently excellent support
- Reduced response time for customer inquiries by streamlining communication processes.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
Customer Service Representative
TTEC United Healthcare
08.2018 - 10.2019
- Greet customers and resolve reason for calling
- Assist with replacement of orders, refunds, or claims
- Benefit assistance
- Meds and deductibles
- Appeals
- Locating doctors or obtaining referrals
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Certified Nursing Assistant
Self-employed
01.2017 - 05.2018
- Help patient with daily tasks
- Clean and prepare meals and help with daily hygiene.
- Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
- Reduced fall incidents by implementing safety measures like bed alarms and proper positioning techniques.
- Enhanced team efficiency by promptly responding to call lights and reporting changes in patient condition to nurses.
Certified Nursing Assistant
Daytona Beach Health & Rehab
04.2015 - 12.2017
- Patient charting and assist residents with bathing, dressing, hygiene and grooming
- Measure and record patient's fluid intake and output
Certified Nursing Assistant
The Evangelical Lutheran Good Samaritan Society
02.2011 - 11.2015
- Patient charting and assist residents with bathing, dressing, hygiene and grooming
- Measure and record patient's fluid intake and output
Medical Assistant
Dr. John Parnell Family Practice
09.2012 - 12.2013
- Patient interview, Clean and sterilized instruments, Operate X-ray,Basic laboratory test, Front office maintain Medical Records, inventory/order medical supplies
- Improved patient experiences by efficiently managing appointments and maintaining organized medical records.
- Enhanced clinic efficiency by assisting physicians with routine procedures and diagnostic tests.
- Facilitated seamless patient care with thorough and accurate documentation of medical histories, vital signs, and medications.
- Ensured patient safety and comfort during examinations, effectively addressing concerns and answering questions.
Assistant Data Entry Coordinator
Evergreen Sales and Marketing
01.2008 - 04.2011
- Monitor/Assess performances and work plans for individuals for better service
- Train others to key in orders, in multiple billing systems for cable internet and telephone companies
- Provide assistance with issues that may occur in keying an order into a billing system.
- Performed regular audits of entered data, identifying discrepancies and rectifying errors promptly.
- Contributed to the resolution of technical issues related to database systems or software tools used during daily operations.
- Expedited project completion by prioritizing tasks based on urgency, leading to increased operational efficiency.
Education
Certificate - Medical
Daytona College
Ormond Beach, FL02.
Skills
- Able to multitask and communicate well Web scanning, Windows 95/98, Windows NT Microsoft office 1997 to 2013, Excel Word PowerPoint, Outlook Inbound/outbound calls Claims and benefits medical insurance Quality monitoring in telecommunication for call center
- Data Entry
- Data Collection
- Call Management
- Complaint Resolution
- Information Security
- Report Generation
- Scheduling
- Product Knowledge
- Appointment Scheduling
References
- Psychologist, Amanda Albright, 386-868-6051
- Education consultant, Timothy King, 386-316-1407
- Credit Karma supervisor, Christie Brigham, 980-248-6400
Timeline
Customer Service Representative
Nan McKay and Associates (NMA)
08.2021 - 12.2023
Customer Service Specialist
Ttec Credit Karma/Turbo tax
10.2019 - 01.2021
Customer Service Representative
TTEC United Healthcare
08.2018 - 10.2019
Certified Nursing Assistant
Self-employed
01.2017 - 05.2018
Certified Nursing Assistant
Daytona Beach Health & Rehab
04.2015 - 12.2017
Medical Assistant
Dr. John Parnell Family Practice
09.2012 - 12.2013
Certified Nursing Assistant
The Evangelical Lutheran Good Samaritan Society
02.2011 - 11.2015
Assistant Data Entry Coordinator
Evergreen Sales and Marketing
01.2008 - 04.2011
Certificate - Medical
Daytona College
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