Lakeisha Mcdougle
Memphis
Summary
Dynamic Customer Service Representative with over a decade of experience driving team success and elevating customer satisfaction. Proven ability to lead high-performing teams, implement process improvements, and enhance service delivery in fast-paced environments. Expertise in inventory management and loss prevention complements a strong foundation in customer service, ensuring operational excellence. Committed to fostering collaborative environments and mentoring team members to achieve shared goals. Adept at utilizing data-driven insights to optimize performance and exceed customer expectations.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
12
12
years of professional experience
Work History
Senior Complex Customer Service
Optum
06.2023 - Current
- Assist patients with inquiries and appointment scheduling to enhance overall patient satisfaction.
- Efficiently resolve patient issues to contribute to a smoother healthcare experience.
- Coordinate with medical staff to ensure the accurate and timely flow of patient information.
- Utilize the electronic health records system to maintain up-to-date patient data.
- Provide empathetic support to foster a positive relationship between patients and healthcare providers.
- Demonstrate a strong willingness to learn and excel in providing patient support, showcasing a robust work ethic and punctuality.
- Streamline patient communication and scheduling processes to boost patient satisfaction and operational efficiency.
- Liaise with medical teams to ensure precise management of patient data, thereby promoting seamless healthcare delivery.
- Assist with the completion of release of information (ROI) processes, ensuring documents are thoroughly finalized and sent to provider offices, drawing on two years of relevant experience.
- Reviewing release of information paperwork is completed in its entirety.
- Ensuring member health information remains protected.
- Explanation of benefits and verify that CPT codes are covered under members' insurance plans.
- Ensure the privacy and accuracy of all members' health information while complying with HIPAA regulations.
- Process and review claims diligently to uphold the standards of the healthcare system.
Team Lead
Manpower
Memphis
01.2021 - 05.2023
- Company Overview: Memphis
- Led team of agents, providing training and coaching on COVID-19 vaccination FAQs and call handling.
- Conducted call audits, ensuring high-quality service and compliance with guidelines.
- Managed high call volumes, handling over 50 inbound and outbound calls per shift.
- Promoted from agent to team lead, demonstrating leadership and expertise.
- Improved team performance through continuous updates and effective communication.
- Lead team in handling high-volume inbound/outbound calls, ensuring updated COVID-19 vaccination info and performing call audits.
- Implemented process improvements that reduced average call handling time by 15%, enhancing overall team efficiency.
- Facilitated cross-functional team meetings to streamline communication and ensure alignment on COVID-19 vaccination updates.
- Analyzed call data to identify trends and training needs, resulting in a 20% increase in customer satisfaction scores.
- Mentored new team members, fostering a supportive environment that accelerated their learning curve and integration.
- Maintained meticulous records of call interactions and training sessions to ensure compliance and continuous improvement.
- Memphis
- Collaborated with cross-functional teams to develop cohesive marketing materials.
- Utilized design software to produce high-quality graphics for various platforms.
- Developing content like e-learning modules and slide decks.
- Assisted with assess training needs and creating clear concise and effective training materials in various formats.
- Adapting different learning styles and levels of experience.
- An understanding of clinical business processes, compliance standards and best practices for patient care.
- Experience with medical terminology
- Familiarity with learning management system
- Skills in assessing the effectiveness of training programs
- Using assessments and participant feedback to measure learning outcomes
- Collaboration with managers to refine and update materials
- Experience with Microsoft office, word, excel, outlook and powerpoint
Sales Representative
Agero
11.2021 - 12.2022
- Managed client accounts, achieving 12% sales growth within the first quarter.
- Developed tailored sales strategies, resulting in a 9% increase in customer retention.
- Collaborated with marketing to launch campaigns, boosting lead generation by 8%.
- Analyzed market trends to identify new opportunities, enhancing revenue streams.
- Eager learner with strong work ethic, always punctual, and committed to continuous improvement and teamwork.
- Exceeded sales targets by 15% through strategic account management and client relationship building.
- Conducted competitive analysis, identifying key market gaps and driving a 10% increase in market share.
- Worked with cross-functional teams to enhance product offerings, leading to a 7% rise in customer satisfaction.
Sales and Technical Support Agent
Conduent
Memphis
07.2020 - 11.2021
- Company Overview: Memphis
- Assisted customers with technical issues, enhancing satisfaction and reducing call duration by 10%.
- Handled inbound/outbound calls for bill payments and troubleshooting, ensuring timely issue resolution.
- Educated customers on device protection plans, increasing adoption rates by 25%.
- Collaborated with team to improve service processes, achieving measurable improvements in efficiency.
- Developed targeted sales strategies for Apple products, driving a 15% increase in monthly revenue.
- Memphis
Store Manager
Windsor
Germantown
07.2019 - 12.2019
- Company Overview: Germantown
- Hired and trained new staff, improving team efficiency and reducing onboarding time.
- Managed staff schedules and payroll, ensuring accurate and timely payments.
- Monitored sales and loss prevention, achieving measurable reductions in shrinkage.
- Led conference calls and meetings, fostering collaboration and clear communication.
- Oversaw visual merchandising and markdowns, enhancing store presentation and sales.
- Enhanced team productivity by optimizing schedules and payroll processes, leading to a 15% reduction in labor costs.
- Implemented strategic sales initiatives and loss prevention measures, achieving a 10% increase in monthly revenue.
- Facilitated cross-functional training and development programs, fostering a high-performing team environment.
- Streamlined cash management and shipment processing, ensuring accurate financial reporting and timely product availability.
- Managed visual merchandising and markdowns, creating an inviting store layout that boosted customer engagement by 12%.
- Germantown
Assistant Manager
Lily Rain
Germantown
11.2018 - 04.2019
- Company Overview: Germantown
- Supervised store operations in manager's absence, ensuring seamless opening and closing procedures.
- Developed staff schedules, optimizing workforce allocation and boosting productivity.
- Managed payroll processing, ensuring accurate and timely payments.
- Oversaw inventory shipments and product placement, enhancing store organization.
- Conducted hiring, interviews, and training, improving team performance and cohesion.
- Streamlined store operations, reducing opening and closing times by 20%, ensuring efficient daily routines.
- Germantown
Assistant Manager
Family Dollar
Memphis
04.2014 - 12.2016
- Company Overview: Memphis
- Led cashier team, managed inventory and scheduling, resolved customer issues, and held keyholder responsibilities.
- Promoted to Assistant Manager within a year due to top sales performance, ranked #8 regionally.
- Enhanced customer relations and store operations, contributing to measurable improvements.
- Trained new staff, ensuring adherence to company policies and high service standards.
- Managed inventory, scheduling, and customer relations, achieving #8 sales rank regionally, and promoted to Assistant Manager within a year.
- Oversaw store operations, handled escalated customer issues, and maintained top sales performance, leading to a swift promotion to Assistant Manager.
- Led team in inventory management, scheduling, and customer service, fostering a cooperative environment that improved store performance and earned a top regional sales rank.
- Implemented efficient inventory and scheduling systems, directly contributing to a top regional sales ranking and earning a promotion to Assistant Manager.
- Handled inventory, scheduling, and customer concerns with precision, resulting in top regional sales ranking and promotion to Assistant Manager within a year.
- Memphis
Education
High school -
Penn Foster High School
ChandlerSkills
- Customer service
- Team leader
- Key holder
- Merchandising
- Inventory
- Marketing
- Advertising
- Training
- Quality
- Recruitment
- Microsoft Office
- Scheduling
- Microsoft Excel
- Interviewing
- Payroll
- Profit & loss
- Sales
- Training
- Retail management
- POS
- Organizational skills
- Management
- Team building
- Assistant manager
- Loss prevention
- Pricing
- Store management
- Upselling
Languages
English, fluent
Timeline
Senior Complex Customer Service
Optum
06.2023 - Current
Sales Representative
Agero
11.2021 - 12.2022
Team Lead
Manpower
01.2021 - 05.2023
Sales and Technical Support Agent
Conduent
07.2020 - 11.2021
Store Manager
Windsor
07.2019 - 12.2019
Assistant Manager
Lily Rain
11.2018 - 04.2019
Assistant Manager
Family Dollar
04.2014 - 12.2016
High school -
Penn Foster High School