LAKENDRA HORTON
WYLIE,TX
Summary
Dynamic customer service leader with a proven track record at AHC CONVERGENT, enhancing team performance through effective training and process improvements. Skilled in complaint handling and escalation management, I drive strategic enhancements that elevate customer satisfaction and operational efficiency. Committed to fostering a collaborative environment for optimal service delivery.
Overview
11
11
years of professional experience
Work History
Lead Customer Service Representative
AHC CONVERGENT
10.2020 - 12.2025
- Mentored team members to enhance customer service skills and achieve departmental goals.
- Implemented process improvements that streamlined customer support operations, reducing response times.
- Led training sessions on new software tools, increasing team proficiency and confidence in system use.
- Analyzed customer feedback to identify trends, driving strategic enhancements in service delivery.
- Collaborated with cross-functional teams to resolve complex customer issues, enhancing overall satisfaction.
Customer Service Cashier
CHICKEN EXPRESS
02.2015 - 09.2020
- Processed customer transactions accurately using point-of-sale systems.
- Assisted customers with menu selections and provided product knowledge.
- Maintained cleanliness and organization of service areas to enhance customer experience.
- Resolved customer complaints efficiently, ensuring satisfaction and loyalty.
Education
High School Diploma -
DESOTO HIGH SCHOOL
DESOTO TX06-2016
Skills
- Complaint handling
- Team member training
- Call management
- Work prioritization
- Call center experience
- Escalation management
- Willingness to lead
Timeline
Lead Customer Service Representative
AHC CONVERGENT
10.2020 - 12.2025
Customer Service Cashier
CHICKEN EXPRESS
02.2015 - 09.2020
High School Diploma -
DESOTO HIGH SCHOOL