LaKia Dawson
North Las Vegas,NV
Summary
Highly-motivated Sr. Employee with desire to expand current work portfolio, taking on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Expert working with the Consumer in various business settings that of a Customer, Client, Resident etc. with success of retaining the consumer for continued business and protecting/preserving the reputation of the Company itself and the integrity of their business.
Overview
12
12
years of professional experience
1
1
Certification
Work History
SR. GRIEVANCE COORDINATOR
CVS HEALTH CORPORATION
SCOTTSDALE, AZ
12.2019 - Current
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Understood and followed oral and written directions.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Maintained updated knowledge through continuing education and advanced training.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Collaborated and communicated with various team members, business partners and vendors.
- Maintained detailed case log of all cases assigned to monitor progress and completion.
- Maintained organized records of all information and material pertinent to open investigations.
Leasing Professional
LINCOLN PROPERTIES
Peoria, AZ
05.2019 - Current
- Head of Residential Relations in developing improved operational procedure that assists Residential compliance, protects Owner's Interest in reducing various liability
- Developed Residential Customer Orientation Letter aimed to boost the Residential Experience through insight, thorough communication, Community knowledge, education
- Influential role in mediation of revisiting unresolved conflict and/or concerns between Residents/Management by acknowledging concerns, establishing value in all opinion, finding common ground, identifying where resolution failed, improved strategies to overcome
- Takes charge of Lease Contracts, Community News Letter, Residential Reminders, closing statements, leases and conducts background checks on applicants
- Organizes accurate records of all correspondence with and from Residents
Licensed Insurance Professional
Lincoln Heritage Life Insurance Company
San Jose, CA
08.2012 - 03.2015
- Successfully ran in-home and group presentations to provide detailed explanations of policy guidelines, benefits to clients/families
- Skillfully and patiently explained coverage options to potential policyholder's, answering any questions or concerns
- Received underwriting approvals after accurately completing applications for insurance coverage
- Executed specific security rules and guidelines to protect sensitive data, including patient medical records/payment card information
Call Center Representative
PACIFIC GAS AND ELECTRIC COMPANY
San Jose, CA
10.2011 - 01.2012
- Handled 200+ inbound calls per day in fast paced call center handling confidential information, provided highest level of service while building brand value
- Delivered fast, friendly and knowledgeable service for routine questions/service complaints
- Documented conversations with customers to track requests, problems/solutions
- Consulted with Customer in regards to detailed billing information regarding account status, billing options, affordability Programs offered using qualification process(s) of questionnaires/vetting
- Took charge in Resident/Commercial 911 Emergencies of Electrical shortages or Gas Leaks by instructing Customers until Utility Professionals and 911 were dispatched
Education
Bachelor of Arts - Human Resources
University of Phoenix
OnlineSkills
- Customer Service Excellence
- Complaint Handling
- Relationship building and retention
- Conflict Mediation
- Investigation/Research/Process management
- Report Preparation/Claim Review
- Goal-Orientation/Self Starter
- Efficient Time-Management
- Leadership
- Types 85-wpm
Certification
- Life Insurance License, State of CA, Licensed Year 2009-2015
Accomplishments
- Achieved customer satisfactory ratings equivalent to A+ Satisfactory
- Documentation - Redesigned Community documents that improved Residential Customers/Staff relationships
- Process Improvement - Influenced new departmental operation procedures that resulted in 95% decrease of potential
loss & liability to owners, while rehabilitating Residential Customer's trust/confidence - Acquired State Business License working independently for 6+years
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Every day of our lives we are on the verge of making those changes that would make all the difference.
Mignon McLaughlin
Timeline
SR. GRIEVANCE COORDINATOR
CVS HEALTH CORPORATION
12.2019 - Current
Leasing Professional
LINCOLN PROPERTIES
05.2019 - Current
Licensed Insurance Professional
Lincoln Heritage Life Insurance Company
08.2012 - 03.2015
Call Center Representative
PACIFIC GAS AND ELECTRIC COMPANY
10.2011 - 01.2012
Bachelor of Arts - Human Resources
University of Phoenix
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