Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Lakesha Polk

Plano,TX

Summary

Customer support professional prepared for senior-level responsibilities. Extensive experience in resolving challenging customer issues and refining support processes. Recognized for teamwork and adaptability, leveraging communication and problem-solving skills to drive results.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Senior Customer Support Representative

Prosperity Bank
08.2021 - Current
  • Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
  • Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service
  • Assisted customers with navigating bank systems, completing transactions and opening or closing accounts.
  • Managed high volumes of daily calls while maintaining a professional demeanor under pressure.
  • Stayed current on banking products, services and regulations to continue delivering top-notch service and support
  • Coordinated with other departments to expedite customer requests, demonstrating excellent teamwork skills that contributed to overall branch success.
  • Investigated disputes and handled suspected fraud with diligence and attention to detail.
  • Reviewed information in customer accounts and made recommendations for new products and services.
  • Facilitated successful loan applications for clients by guiding them through the process step-by-step while adhering to lending guidelines.
  • Educated customers about available services, products and bank resources.
  • Processed various transactions with accuracy and according to bank standards and legal requirements.
  • Supported fraud prevention efforts by diligently monitoring transactions for suspicious activity and escalating concerns as needed.
  • Collected feedback from customers to help improve service delivery and banking processes.
  • Monitored transactions for compliance with regulations and identified supervisor of discrepancies.
  • Trained and mentored new banking personnel on customer service strategies, supporting group performance goals.
  • Executed wire transfers, stop payments and account transfers.
  • Performed account maintenance by closing out accounts and changing customer addresses.
  • Handled various accounting transactions.

GenCare Technical Support

ADT Security Services
01.2020 - 08.2021
  • Increased efficiency with comprehensive knowledge of company products and services, allowing for quick issue resolution.
  • Achieved higher customer retention rates through excellent communication skills when explaining complex technical concepts in simple terms.
  • Utilized diagnostic tools effectively to identify root causes of technical problems accurately and consistently.
  • Managed high-pressure situations with professionalism and empathy, leading to increased client trust and loyalty.
  • Reduced call wait times by effectively prioritizing incoming technical support requests and delegating tasks accordingly.
  • Contributed to a streamlined workflow by maintaining clear and accurate documentation of technical support cases.
  • Managed high levels of call flow and responded to technical support needs.

Senior Customer Support Specialist

Capital One. (Iqor)
10.2017 - 12.2019
  • Identified, researched, and resolved billing variances to maintain system accuracy and currency.
  • Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
  • Improved customer satisfaction with prompt and clear communication regarding their billing inquiries.
  • Responded to customer concerns and questions on daily basis.
  • Used data entry skills to accurately document and input statements.
  • Handled account payments and provided information regarding outstanding balances.
  • Collaborated with customers to resolve disputes.
  • Utilized various software programs to process customer payments.
  • Produced and mailed monthly statements to customers and assisted with related requests for information and clarification.
  • Reduced average call handling time through effective problem-solving techniques and efficient communication skills.
  • Increased first-contact resolution rates by implementing proactive measures such as self-help resources and detailed troubleshooting guides.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

CUSTOMER SUPPORT

Sudden Link/Time Warner
07.2014 - 02.2018
  • Company Overview: Cable Company (Sudden Link/Time Warner)
  • Answered an average of 200 calls per day by addressing customer inquiries, solving problems and providing new product information
  • Answered product questions with up-to-date knowledge of sales and store promotions
  • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot
  • Asked open-ended questions to assess customer needs
  • Accounts Receivable
  • Set up and explained new membership contracts
  • Cable Company (Sudden Link/Time Warner)

Customer support

TCIM SERVICES
09.2011 - 06.2014
  • Set up and explained new membership contracts
  • Contracted customer to follow up on purchases, suggest new merchandise and inform them about promotions and upcoming events
  • Learned, reference and applied product knowledge information
  • Asked open-ended questions to assess customer needs
  • Escalated Calls
  • Accounts Receivable
  • Accounts Payable
  • Activation
  • Application
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot
  • Answered an average of 60-150 calls per day by addressing customer inquiries, solving problems and providing new product information

Education

Diploma - Medical Assistant

KAPLAN COLLEGE
Dallas, TX
01.2014

ASSOCIATE OF ARTS - NURSING

PARIS JUNIOR COLLEGE
Paris, TX
01.2007

HIGH SCHOOL DIPLOMA -

TEXAS ADULT ACADEMY
Arlington, TX
01.1994

Skills

  • Empathy and patience
  • Exceptional communication
  • Training and mentoring
  • Client Retention Strategies
  • Customer Service
  • Critical Thinking
  • Active Listening
  • Problem Resolution
  • Call center experience
  • Computer Proficiency
  • Data Entry
  • Conflict Resolution
  • Documentation
  • Complaint Handling
  • Money handling abilities
  • Microsoft Outlook
  • Data Collection
  • Follow-up skills
  • Payment Processing
  • Professional telephone demeanor
  • Order Fulfillment
  • Customer Relationship Management (CRM)
  • Customer Education
  • Technical Support
  • Account Management
  • Live chat support
  • Research

Certification

Driver's License

Timeline

Senior Customer Support Representative

Prosperity Bank
08.2021 - Current

GenCare Technical Support

ADT Security Services
01.2020 - 08.2021

Senior Customer Support Specialist

Capital One. (Iqor)
10.2017 - 12.2019

CUSTOMER SUPPORT

Sudden Link/Time Warner
07.2014 - 02.2018

Customer support

TCIM SERVICES
09.2011 - 06.2014

ASSOCIATE OF ARTS - NURSING

PARIS JUNIOR COLLEGE

HIGH SCHOOL DIPLOMA -

TEXAS ADULT ACADEMY

Diploma - Medical Assistant

KAPLAN COLLEGE

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Lakesha Polk