Summary
Overview
Work History
Education
Skills
References
Timeline
CustomerServiceRepresentative

Lakicha Burke

Douglasville,GA

Summary

Enthusiastic Sales and Customer Service professional with expertise in communication and negotiating. Driven to provide superior quality customer service. Innovative in leveraging extensive knowledge of products and services as well as creating solutions for customers to drive loyalty, retention and revenue. Highly adept at training, managing, coaching and mentoring sales and customer service associates with talent for interacting with staff at all levels of organization and public.

Overview

4
4
years of professional experience

Work History

Enterprise Sales Coordinator

Stenograph
12.2022 - 05.2023
    • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
    • Compiled client profiles and entered information into operating system.
    • Kept detailed records of sales and customer information in CRM software, updating database regularly to maintain top-notch service.
    • Handled customer inquiries by staying up-to-date on market and industry trends and finding unique solutions to issues.
    • Improved productivity by increasing customer feedback and maintaining long-term business goals.
    • Forged and nurtured impactful relationships with customers to cultivate loyalty.

Customer Success Manager

Stenograph
11.2021 - 12.2022
    • Participated in process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
    • Monitored metrics and developed actionable insights to improve efficiency and performance.
    • Set-up training, hosted on-boardings and mentored team members to promote productivity, accuracy and commitment to friendly service.
    • Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
    • Created customer support strategy to increase customer retention.
    • Delivered expert support and counsel to independent promotional product distributors focused on boosting sales and gross profits.

Calendar Manager/Transcription Support

CRC Salomon
04.2019 - 11.2021
  • Assisted employees through day-to-day work and complex problems.
  • Established and updated work schedules for reporters and transcriptionists to account for changing staff levels and expected workloads.
  • Monitored employee and customer interactions to assess quality of service.
  • Supported Director of Operations with special projects and additional job duties.
  • Resolved escalated customer issues

Education

Liberal Arts And General Studies

Laney College
Oakland, CA

Skills

  • Excellent communication skills

Microsoft Office (Outlook, Word, Excel)

  • Experience with Reporter Base
  • Customer Support
  • Data Entry
  • Issue Resolution
  • Account Management
  • Cold Calling
  • Providing Feedback
  • Client Information Databases
  • Computer Proficiency
  • Client Meetings
  • Goals and Performance
  • Calendar and Scheduling Software

References

Janet Harris - VP Enterprise Sales

jharris@stenograph.com 

Office:  630-532-5196

Mobile: 805-556-2288

Timeline

Enterprise Sales Coordinator

Stenograph
12.2022 - 05.2023

Customer Success Manager

Stenograph
11.2021 - 12.2022

Calendar Manager/Transcription Support

CRC Salomon
04.2019 - 11.2021

Liberal Arts And General Studies

Laney College

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Lakicha Burke