Lakeshia Williams
Sherwood,AR
Summary
Dedicated Customer Service professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
13
13
years of professional experience
Work History
Manager of Operations
Lavish Nails & Spa
2302 E. Kiehl Ave Sherwood Ar 72120
01.2018 - Current
- Mentored junior team members in their career progression pathing endeavors towards managerial roles within company structure framework.
- Successfully managed budgets, consistently meeting financial targets while maintaining high-quality standards.
- Assisted in recruiting, hiring and training of team members.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Customer Service Representative
AT&T Mobility
11520 Cantrell Road Little Rock Ar
01.2014 - 01.2018
- Answered approximately incoming calls and emails from customers with minimal wait times.
- In this multi-faceted position address abroad range of customer service call types including, collections, retention, sales channel coordination, billing and adjustments and advanced technical support.
- Used creative problem-solving skills to address complex customer questions and concerns while navigating between multiple tools and systems to update customer accounts and maintain record
- An expert at simplifying the explanation of customer bills, rate plans, and features of AT&T’s products and service
Information Associate
Baptist Health
9601 Baptist Health Drive
04.2013 - 02.2015
- Sorted and distributed incoming and outgoing medical records.
- Communicated effectively with staff, patients, and insurance companies by email and telephone.
- Verified accuracy and overall completeness of medical records by auditing and reviewing patient information.
- Provided support during audits or other assessments involving the documentation or verification of information held within the organization.
Customer Care Representative
Affiliated Foods Inc.
Little Rock, Ar
06.2011 - 02.2015
- Liaised with insurance carriers to resolve billing errors and discrepancies.
- Played an instrumental role in reducing overall call wait times within the department by consistently meeting performance metrics.
- Delivered exceptional customer support during stressful situations, such as natural disasters or large-scale accidents, demonstrating empathy and professionalism under pressure.
- Mitigated potential disputes by proactively identifying issues and offering satisfactory solutions.
- Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.
Education
Associate of Science - Accounting And Business Management
Pulaski Technical College
North Little Rock, AR05.2020
Skills
- Organizational Structuring
- Operations Management
- Hiring and Onboarding
- Customer Retention
- Business Leadership
- Customer Service Management
- Customer Service
- Staff hiring
- Teamwork and Collaboration
- Direct Sales
Timeline
Manager of Operations
Lavish Nails & Spa
01.2018 - Current
Customer Service Representative
AT&T Mobility
01.2014 - 01.2018
Information Associate
Baptist Health
04.2013 - 02.2015
Customer Care Representative
Affiliated Foods Inc.
06.2011 - 02.2015
Associate of Science - Accounting And Business Management
Pulaski Technical College