Lakeisha Parker
Huntsville,AL
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.
Overview
16
16
years of professional experience
Work History
Customer Service Specialists
Blue Cross Blue Shield Of Alabama
08.2016 - Current
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
Customer Retention Specialist
DIRECTV
03.2008 - 08.2016
- Developed new strategies for customer retention activities.
- Implemented targeted outreach campaigns to re-engage inactive customers and boost repeat business.
- Reduced churn rate by developing personalized retention strategies for high-risk clients.
- Championed a company-wide initiative focused on creating a culture of exceptional customer service delivery across all departments.
- Contributed to company growth by upselling additional products and services during support interactions.
- Streamlined communication channels for increased efficiency in addressing customer concerns.
- Conducted regular account reviews to identify opportunities for improving customer satisfaction and reducing attrition rates.
Education
No Degree - Early Childhood Education
Alabama A & M University
Normal, AL05.2005
Skills
- Customer Service
- Good communication skills
- Customer Relations
- Call center experience
- Price quotes
- Problem Resolution
- Complaint Handling
- De-Escalation Techniques
- Problem-solving abilities
- Active Listening
- Professional telephone demeanor
Accomplishments
- Documented and resolved Provider Issues which led to being chose for a Credentialing Project
- Also helped with New Hire Traning
Timeline
Customer Service Specialists
Blue Cross Blue Shield Of Alabama
08.2016 - Current
Customer Retention Specialist
DIRECTV
03.2008 - 08.2016
No Degree - Early Childhood Education
Alabama A & M University