Summary
Overview
Work History
Skills
Timeline
Generic

Lakeisha Harris

Collinsville,MS

Summary

Skilled account management professional with proven track record in fostering client relationships, driving revenue growth, and managing complex accounts. Known for strong focus on team collaboration, adaptability, and delivering results. Expertise includes strategic planning, client communication, and problem-solving. Highly reliable and flexible in meeting changing business needs.

Overview

4
4
years of professional experience

Work History

Account Manager Retention

Beyond Finance
02.2024 - 03.2025
  • Provide comprehensive information about the Beyond Finance financial hardship debt program to clients, ensuring they have a clear understanding of the benefits, process, and available options.
  • Display empathy and active listening skills to understand and deescalate upset clients, addressing their concerns and alleviating their stress regarding their financial situation.
  • Effectively use our Customer Relationship Management (CRM) system to quickly access and comprehend client information, including their current financial status and program progress. Maintain accurate and detailed records of all client interactions and program progress in the CRM system.
  • Assess the client's current financial situation and determine the most appropriate options to help them achieve their goal of becoming debt-free.
  • Collaborate with clients to develop customized solutions that align with their financial goals, and encourage them to remain in the Beyond Finance program.
  • Meet or exceed retention targets and earn commissions based on your ability to enable clients to achieve their financial objectives.
  • Provide a best-in-class customer service experience over the phone and through various communication tools responding to client requests and anticipating unstated needs.
  • Type 57 wpm

Customer Relationship Management

Progressive Insurance
05.2022 - 08.2023
  • Working in a fast-pace call center environment taking anywhere from 70-100 consecutive inbound calls with a structured schedule.
  • Identifies and communicates transactions and impacts to the policy premium.
  • Evaluates and makes decisions regarding exceptions to payment plans and fees.
  • Understand the aspect of billing systems as it relates to policy coverages and premium changes.
  • Proficiently utilizes my online resources relating to auto and special line policies to confidently and accurately provide assistance.
  • Develop and maintains product, procedural and technical systems knowledge.

Customer Service and Sales Representative

ADT
11.2021 - 04.2022
  • Persuade and upsell ADT products while reducing customer frustration and retaining the customer base.
  • Appropriately handle 60-70 back to back escalated calls in a high volume contact center with care, empathy, overcoming objections, de-escalation, and professionalism.
  • Interpret contracts and communicate terms and conditions.
  • Ability to multitask by using several tool (7+) to help retain customers and make them customers for life by negotiating a lower rate, crediting them for billing errors, as well as providing service to fix their system.
  • Use problem solving techniques to quickly identify the cause of the cancellation request and create quick calculations to work with customer to negotiate the right solution for both parties.

Sales/Technical Chat Representative

Concentrix
10.2020 - 05.2021
  • Offered exceptional sales presentations and products while assisting up to 3 customers simultaneously.
  • Met and exceed all key performance indicators set by management.
  • Helped drive sales goals and achieve monthly revenue quotas.
  • Maintain current knowledge of products and resources in order to effectively assist customers with their needs.
  • Work with confidential customer information in my quiet designated work area.
  • Ability to type 52 wpm.

Skills

  • Documentation and reporting
  • Upselling
  • Overcoming objections
  • CRM systems
  • Systems and software expertise
  • Performance evaluations
  • Customer relationship management (CRM)
  • Customer service

Timeline

Account Manager Retention

Beyond Finance
02.2024 - 03.2025

Customer Relationship Management

Progressive Insurance
05.2022 - 08.2023

Customer Service and Sales Representative

ADT
11.2021 - 04.2022

Sales/Technical Chat Representative

Concentrix
10.2020 - 05.2021

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