LaKeisha Calhoun
Homewood
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
14
14
years of professional experience
Work History
Billing Specialist
American Water
Camden NJ
06.2025 - Current
- Processed billing inquiries and resolved discrepancies efficiently.
- Coordinated with cross-functional teams to improve billing accuracy.
- Managed customer account adjustments and payment processing tasks.
- Maintained detailed records of each account''s payment history, providing easy access to information for audit and analysis purposes.
- Worked with multiple departments to check proper billing information.
Tier 2 Customer Service Representative
Pretty Official LLC (Home Depot)
Birmingham, AL
12.2022 - 01.2026
- High volume inbound calls
- Handle escalated customer inquiries
- Troubleshoot account issues
- Resolved customer inquiries through multiple channels, ensuring high-quality service and swift issue resolution.
- Maintained accurate records of customer interactions, contributing to improved tracking and follow-up procedures.
- Acted as liaison between customers and internal departments, facilitating resolution of complex issues.
- Maintained detailed records of customer interactions, tracking progress toward resolution and documenting any necessary follow-up actions.
- Utilized CRM software efficiently to manage contacts, track case history, and schedule future touchpoints as needed.
Customer Service Agent
Pretty Official LLC (Agero)
Birmingham, AL
12.2022 - 09.2023
- High volume inbound calls
- Responding to emergency call
- Coordinate assistance
- Maintain record of each call
- Payment processing
Tier 2 Technical Support Specialist
Pretty Official LLC (Peloton)/
Birmingham, AL
03.2020 - 12.2022
- High volume inbound calls
- Manage escalated customer inquiries through calls, emails, and chat
- Assisted in resolving customer software and hardware issues
- Coordinated appointment scheduling
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
Team Leader
Denso Of North Carolina
Greenville, NC
04.2016 - 01.2020
- Supervised team members in the wiring department, ensuring adherence to quality standards and safety protocols.
- Monitored production processes to maintain consistent product quality and compliance with safety regulations.
Office Manager
Gaston Automotive
Gadsden, AL
02.2012 - 02.2016
- Managed and coordinated daily operational activities to ensure smooth office function.
- Streamlined office processes to enhance efficiency and productivity.
- Supervised administrative staff, fostering a collaborative and efficient team environment.
- Implemented organizational systems to improve office workflow and communication.
Education
No Degree - Business Management
Snead State Community College
Boaz, ALSkills
- ● Escalation Management
- ● Tier II / Tier III Support
- ● Contact Center Operations
- ● Customer Experience (CX) Optimization
- ● SLA & KPI Performance
- ● Critical Incident Resolution
- ● Customer Retention
- ● Technical Troubleshooting
- ● Process Improvement
- ● Quality Assurance Monitoring
- ● Team Leadership
- ● High‑Volume Customer Support
Timeline
Billing Specialist
American Water
06.2025 - Current
Tier 2 Customer Service Representative
Pretty Official LLC (Home Depot)
12.2022 - 01.2026
Customer Service Agent
Pretty Official LLC (Agero)
12.2022 - 09.2023
Tier 2 Technical Support Specialist
Pretty Official LLC (Peloton)/
03.2020 - 12.2022
Team Leader
Denso Of North Carolina
04.2016 - 01.2020
Office Manager
Gaston Automotive
02.2012 - 02.2016
No Degree - Business Management
Snead State Community College