La'Keysha Wilson
Customer Experience Agent
Topeka,Kansas
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Advanced in customer service best practices and related options. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure the Membership Representative position. Ready to help team achieve company goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
20
20
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Representative
Hills Pet Nutrition
Topeka, Kansas
06.2015 - Current
- Skills in training and coaching
- Experience in responding to, researching and resolving customer inquiries/issues.
- Experience handling escalated customer calls
- Managed projects timely
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Communicated well and followed up effectively within department.
- Attention to detail
- Confident
- Customer Focused
- Ability to Multitask
- Organized
Case Manager
Topeka Independent Living Resource Center
Topeka, Kansas
01.2004 - 03.2015
- Partnered with physicians, social workers, and case managers to develop and implement individualized care plans.
- Identified care needs of individual patients and coordinated responses based on physician advice, insurance limitations, and procedural costs.
- Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.
Education
High School Diploma -
Topeka High School
Topeka, Kansas 08.1994 - 05.1998
Skills
Service standard compliance
Professional telephone demeanor
Database Management
Written and oral communication
Professional knowledge of customer service techniques and contact center coaching principles
Ability to understand and address escalated issues efficiently and appropriately
Work well and develop effective relationships with diverse personalities Develop and maintain good relationships with co-workers and managers
Able to communicate through various means (written and verbal)
Google/Microsoft Suite proficiency (ie, Sheets, Slides, Docs)
Ability to prioritize daily tasks to effectively improve productivity
Ability to multitask in fast-paced customer service environment
Additional Information
Excellent time management skills and proficient when working with deadlines. Exceptional team player, welcome to change and learning new skills. Advanced communication skills written and verbal. Willing and excited to learn, great multi tasker that can perform data entry at a high level. Comfortable with giving and receiving feedback and working with others to assist in reaching a shared department goal. I was a part of the initial training team to bring on the results agents onboard. I am a self started as well as a team player. I have experience with working on projects and being multi skilled. I excel with alpha numeric typing and customer service technology tools.Proficient in microsoft excel, power point, Google suite, SAP, CRM, and C4C.
Timeline
Customer Service Representative
Hills Pet Nutrition
06.2015 - Current
Case Manager
Topeka Independent Living Resource Center
01.2004 - 03.2015
High School Diploma -
Topeka High School
08.1994 - 05.1998