Lakia Robinson
Jacksonville,FL
Summary
Dynamic Call Center Representative with proven problem-solving skills at Florida Blue, adept at enhancing customer satisfaction through effective complaint resolution and efficient call handling. Leveraged extensive product knowledge to deliver tailored support, achieving improved first-call resolution rates and fostering strong client relationships. Committed to providing exceptional service in high-pressure environments.
Overview
10
10
years of professional experience
Work History
Call Center Representative
Solera
06.2023 - Current
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
Call Center Representative
Dial America
Jacksonville, FL
04.2021 - 02.2022
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
Cashier Manager
Wendys Restaurant
Jacksonville, FL
01.2020 - 08.2021
- Ensured timely and accurate submission of daily cash deposits to bank.
- Counted cash drawers at start and end of each shift with precision.
- Increased customer satisfaction by effectively managing cashier transactions and resolving concerns.
- Quickly resolved customer complaints to uphold high satisfaction levels.
- Trained cashiers on policies, cash handling, and customer service for skill enhancement.
- Built positive relationships with customers to increase repeat business.
- Trained cashiers on organizational policies, cash handling and customer service to maintain highly skilled team.
Guest Service Representative
Hampton Inn By Hilton
Jacksonville, FL
03.2019 - 01.2021
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Developed strong rapport with returning guests to foster loyalty and repeat business.
- Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
- Maintained detailed knowledge of hotel amenities, services, policies, and procedures to provide accurate information to guests.
- Collaborated with housekeeping and maintenance teams to ensure timely room readiness for arriving guests.
Call Center Representative
Florida Blue
Jacksonville , FL
06.2017 - 09.2018
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
Cashier
Dunkin' Donuts
Jacksonville, FL
08.2016 - 09.2017
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
Call Center Representative
OnBrand24
Jacksonville, FL
06.2015 - 12.2015
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
Education
First Coast High School
Jacksonville, FLSkills
- Problem-solving skills
- Customer support
- Data entry
- Customer service
- Call center customer service
- Verbal and written communication
- Resolving issues
- Inbound phone calls
- Call center operations
- Communicating with clients
- Customer communications
- Answering questions
- Complaint resolution
- Appointment scheduling
- Gathering information
- Payment processing
Timeline
Call Center Representative
Solera
06.2023 - Current
Call Center Representative
Dial America
04.2021 - 02.2022
Cashier Manager
Wendys Restaurant
01.2020 - 08.2021
Guest Service Representative
Hampton Inn By Hilton
03.2019 - 01.2021
Call Center Representative
Florida Blue
06.2017 - 09.2018
Cashier
Dunkin' Donuts
08.2016 - 09.2017
Call Center Representative
OnBrand24
06.2015 - 12.2015
First Coast High School