Lakeishia Ferguson
Shreveport,LA
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Flexible Customer Service Representative offering 12 years of success in resolving customer concerns and inquiries. Versed in accurately documenting call details and preparing reports. Committed to providing helpful answers and relevant information to retain clients.
Overview
13
13
years of professional experience
Work History
Call Center Representative
Teleperformance USA
Shreveport, LA
05.2023 - Current
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Developed effective working relationships with team members across multiple departments.
- Participated in daily huddles with team members in order to discuss common goals and objectives.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Identified root cause of technical issues and developed solutions.
- Researched, analyzed and diagnosed complex system problems.
- Provided remote support to customers experiencing technical difficulties.
- Verified signatures on legal documents.
Customer Relations Representative
Teleperformance USA
Shreveport, LA
02.2024 - 05.2024
- Answered customer inquiries via telephone, email and social media platforms.
- Resolved customer complaints through attentive listening and creative problem-solving techniques.
- Maintained accurate records of customer interactions and transactions.
- Maintained accurate records of employee information such as wages, performance reviews, benefits, leaves of absence.
- Reviewed job descriptions, identified necessary changes and updated accordingly.
- Managed applicant tracking system to ensure accurate records of applicants and employees are maintained.
Call Center Supervisor
Teleperformance USA
Shreveport, LA
02.2017 - 03.2023
- Provided guidance, training, coaching and mentoring to call center team members.
- Developed and implemented customer service policies and procedures.
- Monitored calls for quality assurance purposes.
- Analyzed customer feedback data to identify trends in customer service issues.
- Implemented strategies to improve customer satisfaction levels.
- Resolved escalated customer complaints in a timely manner.
- Reviewed daily reports on call volume, sales, abandoned calls and other statistics.
- Performed root cause analysis to identify opportunities for improvement in operations.
- Participated in hiring interviews and selection process for new team members.
- Collaborated with other departments to develop solutions for customer needs.
- Trained and supervised new employees to promote overall team productivity and consistent service.
- Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
- Delivered constructive call process feedback.
Call Center Representative
Teleperformance USA
Shreveport, LA
08.2011 - 08.2018
- Understood and followed oral and written directions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Conducted research into medical terminology related to healthcare claims processing activities.
- Documented changes in claim statuses using specialized software systems.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Performed outbound calling campaigns to promote new products or services.
Education
GED -
Green Oaks Performing Arts Academy
Shreveport, LA11-2008
Skills
- Payment Processing
- Quality Assurance
- Account updating
- Complaint resolution
- Customer Service
- Technical Support
- Customer Relationship Management
- Call Control
- Data Entry
- Sales closing
- Proficiency in Microsoft software
- Call Center Customer Service
- Inbound Phone Call Management
- 38 WPM
- Training experience
- Call Center Operations
- Problem-solving skills
- Customer Support
- Communicating with clients
Timeline
Customer Relations Representative
Teleperformance USA
02.2024 - 05.2024
Call Center Representative
Teleperformance USA
05.2023 - Current
Call Center Supervisor
Teleperformance USA
02.2017 - 03.2023
Call Center Representative
Teleperformance USA
08.2011 - 08.2018
GED -
Green Oaks Performing Arts Academy