Lakeisha Bullard
Easton,PA
Summary
Assertive and confident professional possessing strong communication skills with the ability to multi-task and adapt to a changing atmosphere. Excellent oral and written communication skills Demonstrated expertise in start up environments. Nine years in customer service and four years at the supervisory/management level. 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.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Dhl
Quackertown, PA
09.2020 - 12.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled over 50 calls per shift, signing up new customers, retrieving customer data
- Presenting relevant product information and canceling services
- Offered advice and assistance to customers, paying attention to special needs or wants.
Customer Service Representative
Lyneer Staffing, NFI Logistics
05.2016 - 12.2017
- Maintain positive and encouraging working relations with all drivers
- Provide constant communications of service issues to appropriate personnel and departments, both internal (NFI) and external (Customer)
- Perform load planning, driver scheduling, and dispatch duties using both Dedicated Fleet and Common Carrier resources
- Coordinate daily data entry into
- NFI’s proprietary order-management- system
- Coordinate with home-office invoicing team to ensure timely and accurate completion of weekly customer invoices
- Ensure accurate and timely completion of daily and weekly tasks
- Provide weekly KPI/performance data reports to both internal and external parties
Customer Service Representative
Modis Folglesville
, Pa
06.2013 - 12.2013
- Answered member phone calls regarding insurance claim status, assist with billing payments or questions.
Sales Banker
Wells Fargo
Bethlehem, Pa
02.2011 - 12.2012
- Responsible for taking calls 100% of the time regarding customer banking needs
- Consistently offering solutions to these needs in order to maintain high level of customer satisfaction while achieving daily sales goals.
Customer Service Representative
Rodale Publishing
Emmaus, PA
01.2005 - 01.2006
- Handle customer service inquiries
- Assist with shipping , refunds, taking customer complaints and or comments pertaining to company
- This was accomplished by phone as well as internet.
Customer Service Representative
NJN Publishing
Asbury, NJ
01.2004 - 01.2005
- Outbound solicitation of new business prospects by aggressive telephone solicitation and building of client relationships
- Trafficking of ad materials, creating and maintaining ad lists for each issue
- Liaison with sales and various agencies as well as support staff
- Deadline oriented work with constant attention to detail and high degree of organization.
Customer Service Representative
ICT Group Inc
Fogelsville, PA
01.2003 - 01.2003
- Outbound calls made to members of Pfizer Pharmaceutical Company to advise of changes made to medical program by the government.
Data Processor/Help Desk Support
Intersection
Chantilly, VA
01.1999 - 01.2001
- Perform production oriented data processing tasks utilizing Membership Management systems and back office application
- Develop and maintain relevant, time-sensitive production logs and checklists to ensure that all activities are performed
- Report unresolved data issues to the production control supervisor for further action
- Receive and assign Trouble ticket to appropriate IT staff person
- Act as external liaison with Intersections client/business partners and marketing vendors on relevant data processing matter and maintain quality standards via continuous quality assurance of data.
Customer Service Team Leader
Intersections
Chantilly, VA
01.1998 - 01.1999
- Manage 17+ customer service representatives and day to day customer service functions for Intersections largest client
- Increase efficiency and organize flow of information in the call center via scheduling of peak and break time coverage of designated ACD group
- Monitor incoming call volume and associate availability to ensure acceptable service levels
- Provide continuous support and coaching for team members
- Perform daily auditing of agent calls
- Resolved escalated customer issues
- Achieved several outstanding sales awards.
Education
Notary Public
2015
Certificate of Training, Access - undefined
CompuClub Training Center Herndon
2000
Certificate of Merit, Basic Supervision - undefined
AMA International
1999
Diploma - undefined
Easton Area High School
1990
Skills
- Computer Skills: Strong computer knowledge including
- MS Office applications
- Familiarity with 10-key, Shipping software systems including UPS and Federal Express,
- Communication Software-SSA , Capture, Procomm Plus,FTP Explorer,Track IT
- Persuasive Negotiation
- Conflict Resolution
- Problem Investigation
- Account Monitoring
- AR Aging Report
- POS Systems and Ordering Platforms
- Verbal and Written Communication
- Data Entry and Maintenance
- Building Customer Trust and Loyalty
- Customer Account Management
- Multitasking and Prioritization
Timeline
Customer Service Representative
Dhl
09.2020 - 12.2021
Customer Service Representative
Lyneer Staffing, NFI Logistics
05.2016 - 12.2017
Customer Service Representative
Modis Folglesville
06.2013 - 12.2013
Sales Banker
Wells Fargo
02.2011 - 12.2012
Customer Service Representative
Rodale Publishing
01.2005 - 01.2006
Customer Service Representative
NJN Publishing
01.2004 - 01.2005
Customer Service Representative
ICT Group Inc
01.2003 - 01.2003
Data Processor/Help Desk Support
Intersection
01.1999 - 01.2001
Customer Service Team Leader
Intersections
01.1998 - 01.1999
Notary Public
Certificate of Training, Access - undefined
CompuClub Training Center Herndon
Certificate of Merit, Basic Supervision - undefined
AMA International
Diploma - undefined
Easton Area High School