Summary
Overview
Work History
Education
Skills
Timeline
Generic

Lakeisha Wilson

DES MOINES,IA

Summary

Over 16 Years of working experience in Customer Service/office environment . Answer customer phone calls, Place phone orders accurately into computer and by phone, handling daily mail from customers Conduct different clerical duties like to maintain records, extract, sort, number, and batch and file tax returns and associated correspondence. Responsible for review and process POA documents Responsible for providing good customer service. Smart and responsible liaison with strong interest in fostering communication and collaboration. Proactive in identifying issues with utmost confidence in practical solutions. Highly motivated and determined to make meaningful contributions to organization. Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise. 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

13
13
years of professional experience

Work History

Service Coordinator

CTI Technologies
Des Moines, IA
09.2022 - Current
  • Served as a primary point of contact for clients, addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered.
  • Managed a high volume of client requests, ensuring timely and effective service delivery.
  • Maintained accurate records of all service activities, facilitating smooth communication between clients and technicians.
  • Resolved customer complaints and issues to drive satisfaction and loyalty.
  • Established strong relationships with clients through regular follow-ups, keeping them informed about progress updates regarding their services requested or concerns raised.
  • Oversaw the scheduling and dispatching of technicians, maximizing efficiency and minimizing delays in service delivery.

Business Processing Supervisor

Resource Innovations
Des Moines, IA
05.2021 - 09.2022
  • Process business applications for rebates, Heating and cooling, Lighting.
  • Process approval or denial letters for customer's
  • Strong attention detail information that has to be submitted within a certain time frame.
  • Created production schedules to effectively fulfill production plans and meet process goals.
  • Located and resolved problems with team production and performance to maintain consistent quality levels.
  • Collaborated with other leaders and executives to direct workflow and support operations.
  • Monitored daily and weekly key performance indicators to maintain on-track status.

Case Manager

Sammons Financial Group Companies
02.2019 - 02.2021
  • Processing assigned territory annuities incoming transfers, redemptions, outgoing transfers and mutual fund, IRA etc
  • Assisting agent's with questions following up on their clients application
  • Follow-up with agent's for additional information and details to finalize the applications.

Life Customer Service Representative II

American Enterprise Insurance
09.2015 - 09.2019
  • Responsible for Manage 50+ inbound calls; explain specifics of customer life policies
  • Process surrenders, partial withdrawals, beneficiary changes, terminations, dividends, premiums, and death claims in LifePro system
  • Responsible for review and process POA documents
  • Assist in answering underwriting questions, assist agents with application process approved or denial
  • Manage extensive data entry, type letters, scan documents, daily mail, fax or email letters
  • Maintain extensive knowledge of life products such as whole life, universal life, and term life
  • Responsible for provide good customer service

Customer Annuity Representative

Met life Insurance
03.2014 - 08.2015
  • Answer an average of 50-60 calls per day by addressing customer inquiries, solving problems and providing new product information
  • Process fixed annuity policies
  • Assist clients, agents and brokers calling in asking general questions about their annuity contracts
  • Assist customers with accurate information about their account such as interest rates, cash value, and maturity dates
  • E-mail/fax proper forms for clients, provide instruction assistance for partial withdrawal forms, and full surrender forms via telephone
  • Pass all required testing for this position
  • Provide trouble shooting; reset passwords for customers

Telemarketing Representative

Mediacom
10.2012 - 03.2014
  • Manage 100+ inbound/outbound calls offering customers additional services
  • Place orders in CSG system for door to door representatives
  • Process payments and enter required data for all new or existing customer orders
  • Provide an elevated customer experience to generate a loyal clientele
  • Trouble shoot for technical computer, internet support issues

Customer Service Representative

CDS-Global
10.2011 - 05.2012
  • Receive inbound calls from customers regarding their magazine subscriptions; placed orders for a gift and processed cancelled orders
  • Communicate with vendors regarding backorder availability, future inventory and special orders for their subscriptions
  • Responsible for Up sale different magazines

Education

GED -

Des Moines community college
Des Moines, IA
2007

Skills

  • Customer Service Call Center Representative
  • Accurate data entry/strong attention to detail
  • Quick learner of software systems
  • Customer service
  • Sales
  • Data entry
  • MS Office Suite proficient including Word
  • Excel
  • PowerPoint
  • Outlook
  • SharePoint
  • Software Troubleshooting
  • Underwriting
  • Case Management
  • Processing Documents
  • Critical Thinking
  • Active Listening
  • Strategic Goals

Timeline

Service Coordinator

CTI Technologies
09.2022 - Current

Business Processing Supervisor

Resource Innovations
05.2021 - 09.2022

Case Manager

Sammons Financial Group Companies
02.2019 - 02.2021

Life Customer Service Representative II

American Enterprise Insurance
09.2015 - 09.2019

Customer Annuity Representative

Met life Insurance
03.2014 - 08.2015

Telemarketing Representative

Mediacom
10.2012 - 03.2014

Customer Service Representative

CDS-Global
10.2011 - 05.2012

GED -

Des Moines community college
Lakeisha Wilson