- Owner of Anotha Baked Creations
- Enjoying the art of baking and pastry-making, experimenting with recipes
- Baking
- Engaging in food photography and sharing culinary creations on social media
Lakeshia Gay
Deptford,NJ
Summary
Business professional with robust analytical skills and proven track record in driving impactful decisions. Strong focus on team collaboration, adaptable to changing needs, and consistently delivers results. Expertise in data analysis, process improvement, and stakeholder engagement, coupled with keen ability to translate complex data into actionable insights. Reliable and goal-oriented with commitment to excellence in every project.
Overview
29
29
years of professional experience
Work History
Business Analyst
Atlantic City Electric
04.2020 - Current
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
- Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
- Improved business processes by analyzing current practices and recommending optimization strategies.
- Fostered culture of continuous improvement by leading regular review sessions to identify and implement process enhancements.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Identified patterns and trends in large data sets and provided actionable insights.
- Supported software development projects by defining clear requirements and effectively communicating them to technical teams.
Customer Service Representative/Specialist
Atlantic City Electric/ Delmarva Power
01.2012 - 04.2020
- Issue service orders for electricity and gas
- Assist with SAP defect resolution (replication errors and address updates)
- Facilitate team meetings and huddles
- Use software such as CRM&B and IS-U (SAP) programs
- Handled escalated calls professionally by remaining calm under pressure while working towards mutually agreeable resolutions for all parties involved.
- Managed high call volumes while maintaining quality service standards, leading to positive feedback from customers.
- Collaborated with cross-functional teams to address complex customer needs and provide comprehensive solutions.
- Developed tailored solutions for clients, resulting in increased loyalty and repeat business.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Sought ways to improve processes and services provided.
Customer Service Representative (CSR) (Originations)
Sallie Mae
06.2009 - 08.2009
- Received and processed incoming phone calls from customer or client base
- Provided information about products and services
- Recorded details of customer transactions and inquiries
- Prioritized data entry daily to ensure customer satisfaction
- Ensured that appropriate changes were made to resolve customer concerns
- Effectively identified customer concerns
- Responded to customer inquiries
- Maintained effective working relationships with internal departments
- Maintained a positive and professional phone demeanor
- Performed office duties such as data entry, word processing and copying
- Used software tools including: View SA, Sallie Mae website, Microsoft Office (MS Word, MS Excel, MS PowerPoint, and MS Exchange)
Customer Service Representative (CSR) (Servicing)
Sallie Mae
01.2006 - 10.2008
- Provided information about products and services
- Canceled accounts
- Received and processed incoming phone calls from customer or client base
- Recorded details of customer transactions, interactions, inquiries and comments
- Prioritized data entry daily to ensure customers' needs were met
- Ensured that appropriate changes were made to resolve customer concerns
- Effectively identified customer concerns over the phone
- Collected deposits or payments
- Responded to customer inquiries
- Assessed validity of customer complaints
- Determined possible causes of customer complaints
- My accomplishments include: Selection to join a team of agents that serviced Medical and Dental Student Loans
- Also recommended by my supervisor to be a floor assistant, helping other agents
Specialist, Personnel Specialist
United States Army
03.1996 - 06.2001
- Honorable Discharge – Veteran
Education
No Degree - Early Childhood Education
Kaplan University
Diploma -
Kingsway Regional High School
01.1995
Skills
- Business process improvement
- Pivot tables
- Test case scenarios
- Customer Service
- Problem-solving abilities
- Multitasking
- Critical Thinking
- Team Leadership
- SAP
Military Service
United States Army, 101st Airborne Division PSB, 1st Armored Division G-1, 03/96, 06/01, Specialist, Personnel Specialist, Honorable Discharge, Veteran
Interests
Timeline
Business Analyst
Atlantic City Electric
04.2020 - Current
Customer Service Representative/Specialist
Atlantic City Electric/ Delmarva Power
01.2012 - 04.2020
Customer Service Representative (CSR) (Originations)
Sallie Mae
06.2009 - 08.2009
Customer Service Representative (CSR) (Servicing)
Sallie Mae
01.2006 - 10.2008
Specialist, Personnel Specialist
United States Army
03.1996 - 06.2001
Diploma -
Kingsway Regional High School
No Degree - Early Childhood Education
Kaplan University
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