Summary
Overview
Work History
Education
Skills
Timeline
Generic

La'Kelia McDaniel

Fort Worth,TX

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust. Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued. Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

13
13
years of professional experience

Work History

Customer Service Representative

Continuum
Austin, TX
08.2020 - 03.2024
  • Identified opportunities for upselling additional products or services based on customer needs.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Implemented innovative methods for streamlining the customer service process.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Resolved customer complaints promptly and efficiently.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Answered customer inquiries and provided accurate information regarding products and services.

Customer Service Representative

CSS Industries
Irving, TX
02.2015 - 04.2020
  • Identified opportunities for upselling additional products or services based on customer needs.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Implemented innovative methods for streamlining the customer service process.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.

Call Center Agent

Carter BloodCare
Bedford, TX
03.2011 - 11.2014
  • Followed up with customers regarding their satisfaction with product or service received.
  • Utilized problem solving techniques when dealing with difficult or irate customers.
  • Monitored incoming calls to ensure they were routed correctly according to established protocols.
  • Developed strong relationships with customers through effective communication skills.
  • Managed customer accounts, including updating account information as needed.
  • Resolved customer service inquiries promptly and efficiently.
  • Maintained up-to-date knowledge of company's products, services and promotions.
  • Processed orders accurately and timely.
  • Analyzed data trends in order to make recommendations for process improvements.
  • Assisted customers with inquiries, issues and complaints via telephone, email and chat.
  • Identified customer needs by asking probing questions and actively listening to responses.
  • Maintained detailed records of customer interactions using contact management software.
  • Provided accurate information on products and services to customers.
  • Ensured compliance with all applicable laws, regulations, policies and procedures related to customer service activities.
  • Maintained accurate records of customer interactions for future reference.
  • Identified opportunities to improve policies and procedures related to customer service operations.

Education

High School Diploma -

James Bowie High School
05-2008

Skills

  • Paperwork Processing
  • Consultative Sales
  • Product Knowledge
  • Call Management
  • Complaint resolution
  • Data Entry
  • Scheduling
  • Inbound and Outbound Calling
  • Data Collection
  • Account updating
  • Escalation management
  • Multi-Task Management
  • Critical Thinking
  • Microsoft Excel

Timeline

Customer Service Representative

Continuum
08.2020 - 03.2024

Customer Service Representative

CSS Industries
02.2015 - 04.2020

Call Center Agent

Carter BloodCare
03.2011 - 11.2014

High School Diploma -

James Bowie High School
La'Kelia McDaniel