Lakendra Cooks
Colorado Springs,CO
Summary
Personable and dedicated customer service representative with extensive experience in the industry. Solid team player with an upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic, and results-oriented with a demonstrated passion for building relationships, cultivating partnerships, and growing businesses.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Medride
Colorado Springs, CO
10.2023 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- I performed administrative tasks, such as filing paperwork, updating databases, and generating reports.
- Updated databases with new and modified customer data.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answer incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Ride Share
Uber/Lyft
07.2019 - Current
- Delivered food items to customers promptly, while following all safety protocols.
- Adhered to local traffic laws and regulations while navigating through busy city streets.
- Utilized GPS navigation system when needed to help locate unfamiliar destinations.
- Provided excellent customer service by responding promptly to customer inquiries and complaints.
- Documented daily mileage, gas, and other data.
- Achieved consistently high customer scores due to exceptional service.
- Picked up clients from specific locations to transport and drop them off at their destinations.
Customer Service Rep.
Afni
04.2023 - 10.2023
- Provide customer service for inbound and outbound calls, answer questions, and provide basic troubleshooting assistance.
- Continuously achieved the highest stat ratings of my team, including calls per hour, low call time, and customer satisfaction.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints promptly.
- Assisted customers with product selection, ordering, billing, returns, exchanges, and technical support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Receptionist
Double E Handyman
06.2017 - 05.2020
- Scheduled appointments for clients, customers, and other visitors.
- Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
- Performed data entry tasks into various computer systems accurately and promptly.
- Managed all incoming mail distribution, courier services, faxes, and photocopying documents as requested.
- Provided administrative support to staff members including typing letters, filing documents, and scanning and copying documents when necessary.
- Developed and maintained a filing system for essential documents, improving office organization.
Customer Service Rep.
First Source
08.2017 - 07.2020
- Handle 50+ calls daily, with duties including helping members find doctors and scheduling appointments.
- File claims for members, reset passwords and set up auto-pay.
- Suggested a new tactic to persuade canceling customers to stay with the company, resulting in a 5% decrease in cancellations.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Updated databases with new and modified customer data.
- Collected deposits or payments and arranged for billing.
- Promoted available products and services to customers during service, account management, and order calls.
Education
Associate of Science - Health Education
Colorado College
Colorado Springs, CO05-2026
Dental - Dental Assisting
Brightwood College - Dallas
Dallas, TX08-2016
Skills
- Data Collection
- Inbound and Outbound Calling
- Data Entry
- Call Management
- Scheduling
- Account updating
- Product Knowledge
- Appointment Scheduling
- Paperwork Processing
- Payment Processing
- Microsoft Office expertise
- Microsoft PowerPoint
- Technical Support
- Account Management
References
References available upon request.
Timeline
Customer Service Representative
Medride
10.2023 - Current
Customer Service Rep.
Afni
04.2023 - 10.2023
Ride Share
Uber/Lyft
07.2019 - Current
Customer Service Rep.
First Source
08.2017 - 07.2020
Receptionist
Double E Handyman
06.2017 - 05.2020
Associate of Science - Health Education
Colorado College
Dental - Dental Assisting
Brightwood College - Dallas
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