Summary
Overview
Work History
Education
Skills
Timeline
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LaKeshia Walker

Montgomery,AL

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Overview

13
13
years of professional experience

Work History

Customer Service Representative

Alorica
05.2023 - 07.2024
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Customer Service Representative

TRC Staffing
07.2022 - 07.2024
  • Assisted customers with billing injuries
  • Placed customers on payment plans to maintain electrical/gas service
  • Started/stopped electrical and gas service for residents
  • Responded to customer requests for products, services, and company information

Technical Support Representative

Kelly Connect
05.2023 - 11.2023
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.

Customer Service Representative

Bank of America
10.2018 - 05.2021
  • Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
  • Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
  • Maintained strict adherence to compliance regulations, ensuring all transactions were accurately processed and documented.
  • Enhanced customer satisfaction by providing prompt and accurate responses to inquiries regarding bank products and services.
  • Resolved customer complaints, restoring confidence in bank services and retaining valuable clients.
  • Managed high volume of inbound calls, ensuring prompt and professional customer service.

Office Manager

CottonHouse
03.2014 - 10.2018
  • Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
  • Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
  • Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.

Office Manager/Lab Technician

Dr. Rao
02.2011 - 12.2014
  • Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
  • Contributed to workplace safety by ensuring compliance with established emergency protocols and conducting regular equipment inspections.
  • Maintained documentation on tests performed in lab.
  • Maintained a safe and organized laboratory environment, adhering to strict safety protocols.
  • Maintained safe, tidy and organized laboratory environment for accurate test results.
  • Conducted routine quality control checks to ensure accurate test results and maintain laboratory standards.
  • Inspected laboratory equipment to maintain good working condition for optimal results.
  • Managed inventory of laboratory supplies, reducing waste and optimizing resource allocation.
  • Performed testing and quality control using approved laboratory procedures and instrumentation.
  • Tracked collected specimens by initialing, dating, and noting times of collection.
  • Provided exceptional customer service to patients and healthcare providers, fostering strong working relationships.
  • Prepared samples for shipping and disposed of bodily fluids in proper containers.

Education

High School Diploma -

Selma High School
Selma, AL
05.2006

Skills

  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Data Entry
  • Customer Relations
  • Problem Resolution
  • Call center experience
  • Computer Proficiency
  • Conflict Resolution
  • Money handling abilities
  • Complaint Handling
  • Microsoft Excel
  • Complaint resolution
  • Payment Processing
  • Client Relations
  • Customer satisfaction measurement
  • Professional telephone demeanor
  • Call Center Operations
  • Microsoft Outlook
  • Scheduling
  • Follow-up skills
  • Call Management
  • Product Knowledge
  • Paperwork Processing
  • Appointment Scheduling
  • Order Processing
  • Documentation
  • Administrative Support
  • Microsoft Office Suite
  • Microsoft PowerPoint
  • Data Collection
  • Customer Relationship Management (CRM)
  • De-Escalation Techniques
  • Building rapport
  • Technical Support
  • Quality Control
  • Clerical Support
  • Live chat support
  • Filing
  • Customer Education
  • Multi-line phone talent
  • Sales expertise
  • Order Fulfillment
  • Store maintenance
  • Account updating
  • Research
  • Account Management
  • Reading Comprehension
  • Spreadsheets
  • Service Upselling
  • Office equipment proficiency
  • Staff education and training
  • Conflict Mediation
  • Proofreading
  • Retail store support
  • Stock management
  • Medical terminology knowledge
  • Quality Assurance Controls
  • Escalation management
  • Shipping and Logistics
  • Sales closing
  • POS systems expert
  • CRM Software
  • Key holder experience
  • Shipping procedures understanding
  • Delivery Scheduling
  • Warehousing functions
  • Receiving support
  • Credit adjustments

Timeline

Customer Service Representative

Alorica
05.2023 - 07.2024

Technical Support Representative

Kelly Connect
05.2023 - 11.2023

Customer Service Representative

TRC Staffing
07.2022 - 07.2024

Customer Service Representative

Bank of America
10.2018 - 05.2021

Office Manager

CottonHouse
03.2014 - 10.2018

Office Manager/Lab Technician

Dr. Rao
02.2011 - 12.2014

High School Diploma -

Selma High School

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LaKeshia Walker