Summary
Overview
Work History
Education
Skills
Timeline
Generic

Lakeisha Whitfield

Atlanta,GA

Summary

Dynamic Client Support Specialist with a proven track record at Wheels, enhancing client satisfaction through effective relationship building and strategic communication. Expert in Salesforce and CRM systems, I improved First Contact Resolution by 35%, demonstrating my commitment to operational excellence and client success. Organized and results-oriented, I thrive in fast-paced environments.

Overview

7
7
years of professional experience

Work History

Client Support Specialist

Wheels (Remote)
03.2024 - Current
  • Serve as a primary point of contact for client accounts, delivering prompt, solutions-focused support across phone and email channels.
  • Respond to 50+ daily inquiries while maintaining a 97% satisfaction rating and ensuring a seamless customer experience.
  • Improved First Contact Resolution (FCR) by 35%, streamlining ticket management and reducing resolution delays.
  • Collaborate with internal teams to ensure alignment between service delivery and client expectations.
  • Utilize Salesforce and CRM systems to log client interactions, track issue resolution, and maintain up-to-date account information.
  • Monitor quality assurance benchmarks and performance trends to ensure continuous service optimization.

Property Manager

BeSecure Properties
01.2021 - 03.2024
  • Managed a portfolio of residential properties, acting as the liaison between tenants, vendors, and ownership while maintaining operational excellence.
  • Designed onboarding and training for new staff, improving internal processes and enhancing client (tenant) satisfaction.
  • Led regular check-ins and campaign reviews with clients to evaluate goals, identify concerns, and provide data-driven solutions.
  • Streamlined communication and project execution across teams, resulting in 30% fewer tenant delinquencies and a 20% reduction in vendor-related costs.
  • Provided strategic recommendations to improve property performance and tenant retention, increasing renewal rates by 10%.

Customer Success Associate

Synovus Bank (Remote)
01.2018 - 01.2021
  • Maintained consistent communication with clients through digital platforms such as email and Zoom, providing timely and tailored banking support.
  • Handled high-volume client interactions (70+ per day), ensuring accurate tracking of concerns and resolution status via internal CRM systems.
  • Created and facilitated training for new hires to align with customer service goals and improve onboarding efficiency by 40%.
  • Conducted customer satisfaction reviews and provided actionable feedback to leadership for continuous improvement.

Education

Exercise Science

Columbus State University
Columbus, GA
12-2015

Skills

  • Interpersonal and written communication
  • Client relationship building
  • Empathy and patience
  • Support inquiry assistance
  • Client Onboarding & Relationship Management
  • Salesforce & CRM Software Proficiency
  • Data Analysis & Performance Monitoring
  • Strategic Communication (Slack, Zoom, Email)
  • Training Program Design & Delivery
  • Project & Process Coordination
  • KPI Tracking & Campaign Reporting
  • Organized, Adaptable, and Results-Oriented

Timeline

Client Support Specialist

Wheels (Remote)
03.2024 - Current

Property Manager

BeSecure Properties
01.2021 - 03.2024

Customer Success Associate

Synovus Bank (Remote)
01.2018 - 01.2021

Exercise Science

Columbus State University

Similar Profiles

CREATE PROFILE