Lakiesha Joichin
Cypress,TX
Summary
Hi I'm Lakiesha Joichin I was born and raise in New Orleans Louisiana. I moved to Texas back in 2006 I was the age of 19 when I decided to stay in Houston Texas which is where I reside.
Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.
Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Service Representative (CSR)
SNI Companies
Houston, US
01.2023 - Current
- Answering and directing phone calls
- Managing calendars and scheduling appointments
- Handling incoming and outgoing mail
- Filing and organizing documents
- Data entry and record keeping
- Preparing reports and presentations
- Coordinating meetings and travel arrangements
- Maintaining office supplies
- Excellent communication skills (verbal and written)
- Strong organizational and time management abilities
- Attention to detail
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)
- Ability to multitask and prioritize tasks
Data Entry Clerk
Cynthia Trucking
Katy, US
01.2023 - 10.2024
- Maintains database by entering new and updated customer and account information
- Prepares source data for computer entry by compiling and sorting information
- Establishes entry priorities
- Processes customer and account source documents by reviewing data for deficiencies
- Resolves deficiencies by using standard procedures or returning incomplete documents to the team leader for resolution
- Enters customer and account data by inputting alphabetic and numeric information on keyboard or optical scanner according to screen format
- Maintains data entry requirements by following data program techniques and procedures
- Verifies entered customer and account data by reviewing, correcting, deleting, or reentering data
- Combines data from both systems when account information is incomplete
- Purges files to eliminate duplication of data
- Tests customer and account system changes and upgrades by inputting new data
- Secures information by completing data base backups
- Maintains operations by following policies and procedures and reporting needed changes
- Maintains customer confidence and protects operations by keeping information confidential
- Contributes to team effort by accomplishing related results as needed
Customer Service Representative
IKEA
Houston, US
09.2021 - 03.2023
- Creates a positive customer experience by ensuring accurate transactions and/or orders
- Records information accurately so the resulting analysis can be used to make improvements to customers' future shopping experience
- Meets customers' needs, solves problems independently, and recognizes when to escalate to a manager
- Builds loyalty by ensuring a positive customer journey during the IKEA shopping experience
- Builds emotional connections through meaningful and empathetic interactions with customers
- Provides customers with a simple and efficient handout experience when scheduled in Full Serve Hand Out (SHOO)
- Offers and sells services to customers during the handover process when needed
- Provides the customer with a simple and smooth returns and exchange experience, while collecting high quality data for follow-up when scheduled in returns
Data Entry Specialist
RemX Specialty Staffing
Cypress, US
01.2019 - 12.2022
- Data input: Accurately transferring information from paper forms, spreadsheets, or other sources into designated computer databases
- Data validation: Checking for errors and inconsistencies in entered data, ensuring accuracy and completeness
- Data cleaning: Identifying and correcting inaccurate or incomplete data
- Scanning documents: Digitizing paper documents by scanning them into the system
- File management: Organizing and maintaining digital and paper files
- Reporting: Generating reports based on entered data as needed
- Maintaining confidentiality: Protecting sensitive information according to company policies
- Reviewed data for deficiencies or errors, corrected any incompatibilities and checked output.
- Supported document reviews and auditing by locating and providing required data, reporting on input procedures and other relevant circumstances as necessary.
- Obtained scanned records and uploaded into company databases.
- Input client information into spreadsheets and company database to provide leaders with quick access to essential client data.
- Discussed project scope and objectives with supervisors to understand particular data needs and develop input guidelines maximizing database impact while excluding irrelevant data.
- Organized files, updated customer information, and generated reports as requested.
- Shared incomplete and deficient data sets with supervisors for resolution.
- Transferred completed work to professionals for review and approval.
- Scanned documents into the company's database system using optical character recognition software.
- Transferred written information into databases to maintain consistent, accurate client records and project details.
- Completed many 10-key actions per hour with error rate.
Ambassador
Activist
03.2020 - 07.2021
- Open and maintain customer accounts by recording account information
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Maintain financial accounts by processing customer adjustments
- Recommend potential products or services to management by collecting customer information and analyzing customer needs
- Prepare product or service reports by collecting and analyzing customer information
- Contribute to team effort by accomplishing related results as needed
- Manage large amounts of incoming calls
- Generate sales leads
- Identify and assess customers' needs to achieve satisfaction
- Build sustainable relationships of trust through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Meet personal/team sales targets and call handling quotas
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Go the extra mile to engage customers
- Resolve customer complaints via phone, email, mail or social media
- Use telephones to reach out to customers and verify account information
- Greet customers warmly and ascertain problem or reason for calling
- Cancel or upgrade accounts
- Assist with placement of orders, refunds, or exchanges
- Advise on company information
- Take payment information and other pertinent information such as addresses and phone numbers
- Place or cancel orders
- Answer questions about warranties or terms of sale
- Act as the company gatekeeper
- Suggest solutions when a product malfunctions
- Handle product recalls
- Attempt to persuade customer to reconsider cancellation
- Inform customer of deals and promotions
- Sell products and services
- Utilize computer technology to handle high call volumes
- Work with customer service manager to ensure proper customer service is being delivered
- Close out or open call records
- Compile reports on overall customer satisfaction
- Read from scripts
- Handle changes in policies or renewals
- Resolve customer complaints via phone, email, mail or social media
Billing Customer Service Representative
Unverse
Houston, US
08.2016 - 05.2017
- Assume the responsibility of receiving and sorting incoming payments with attention to credibility
- Manage the status of accounts and balances and identify inconsistencies
- Issue and post bills, receipts and invoices
- Check the validity of debit accounts
- Update accounts receivable database with new accounts or missed payments
- Ensure all clients remain informed on their outstanding debts and deadlines
- Provide solutions to any relative problems of clients
- Write thorough reports on billing activity with clear and reliable data
Delivery Driver
Amazon
Houston, US
01.2013 - 03.2017
- Delivery Associate Drivers will utilize Amazon branded delivery vans, uniforms, and GPS assisted guidance to locate package delivery zones and deliver packages to customers
- Delivery drivers will be expected to make 150+ stops per day, and deliver 200+ packages within a 10 hour timeframe
- Weather conditions may vary
- Drivers are expected to represent Williams 6 Logistics LLC at all times while working, and adhere to policies and procedures
- Job specific requirements: must be able to lift 50lbs
- Must be able to use technology to assist in package delivery
- Must be able to pass pre-employment, as well as random drug screenings
- Our delivery Drivers are expected to work with our dispatch and management team to ensure packages are delivered on time
- Meeting and exceeding our customers expectations is our top priority at Williams 6 Logistics LLC
- Our drivers are the face of our company and are an integral part of our operation
- We are an Equal Opportunity Employer, and it is our policy to promote equal opportunity employment opportunities
- All personnel decisions, including, but not limited to, recruiting, hiring, training, promotion, compensation, benefits, and termination are made without regard to race, creed, color, religion, national origin, sex, age, marital status, sexual orientation, gender identity, citizenship status, veteran status, disability or any other characteristic protected by applicable federal, state, or local law
Call Center Representative
Sutherland Global Logistics
Houston, US
07.2016 - 01.2017
- Manage large amounts of inbound and outbound calls in a timely manner
- Follow communication 'scripts' when handling different topics
- Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives
- Seize opportunities to upsell products when they arise
- Build sustainable relationships and engage customers by taking the extra mile
- Keep records of all conversations in our call center database in a comprehensible way
- Frequently attend educational seminars to improve knowledge and performance level
- Meet personal/team qualitative and quantitative targets
Assistant Manager Retail
FAMILY DOLLAR
Houston, US
04.2007 - 04.2016
- Greets and assists customers in a positive, approachable manner
- Answers questions and resolves customer inquiries and concerns
- Maintains a presence in the store by providing excellent customer service
- Ensures a clean, well-stocked store for customers
- At the direction of the Store Manager, supervises, trains, and develops Store Team Members on Family Dollar operating practices and procedures
- Assists in unloading all merchandise from delivery truck, organizes merchandise, and transfers merchandise from stockroom to store
- Assists Store Manager in ordering merchandise and record keeping to includes payroll, scheduling and cash register deposits and receipts
- Supports Store Manager in loss prevention efforts
- Assumes certain management responsibilities in absence of Store Manager
- Follows all Company policies and procedures
- Skills used: Computer skills, Customer Service skills, Management skills
Operator
La Quinta Inns & Suites
Houston, US
01.2009 - 02.2014
- Answers incoming calls
- Directs call to guest rooms, staff, or departments through the switchboard or PBX system
- Places outgoing calls
- Receives guest messages and deliver the same to the guest
- Logs all wake-up call requests and performs wake-up call services
- Provides information about hotel services to guests
- Understand the telephone operator board or PBX switchboard operations
- Provides paging services for hotel guests and employees
- Knows what action to take when an emergency call is required
- Monitors automated systems including fire alarms and telephone equipment when engineering and maintenance department is closed
- Assists in reporting telephone equipment or service complaints and problems
- Trains or assists with training new telephone operators in performance of job duties
- To be fully aware of and adhere to health and safety, fire and bomb threat procedures
- Multitasking abilities will always come in handy, because a switchboard operator may be asked to do other jobs as well
- Must be polite and courteous while answering the phone
- Skills Used: Computer skills, Customer Service skills
Education
High school diploma - DataBase Administration
LoneStar College
Houston, TX01.2012
Skills
- Tax accounting
- Call Center
- Accounts payable
- Microsoft Office
- Computer skills
- Accounting
- Customer Service
- Medical terminology
- Typing
- Customer support
- Home health
- Microsoft Word
- Office management
- Warehouse experience
- CRM software
- Order entry
- Windows
- Loss Prevention
- Microsoft Access
- CSR
- QuickBooks
- Help desk
- Telemarketing
- English
- Organizational skills
- Time management
- Database Administration
- Medical office experience
- Customer service
- Search engines
- Cold Calling
- Scheduling
- Complaint resolution
- Customer satisfaction measurement
- Microsoft Excel
- Call management
- Research
- Multitasking and organization
- Critical thinking
- Creative problem solving
- Call center procedures
- Technical support
- Account management
- Shipping and logistics
- Typing proficiency
- Tracking complaints
- Microsoft Office Suite
- Problem resolution
- Professional telephone demeanor
- Call center experience
- Inbound and outbound calling
- Data collection
- Empathy and patience
- Typing [number] wpm
- Clerical support
- Task prioritization
- Opening and closing accounts
- Positive and professional
- Relationship building
Certification
- Property & Casualty License, 04/29
- Life & Health Insurance License, 04/29
- Driver's License, 04/29
- Non-CDL Class C, 04/29
Additional Information
Time Management, Excel, Microsoft Word, B2B Sales, Telemarketing
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Timeline
Customer Service Representative (CSR)
SNI Companies
01.2023 - Current
Data Entry Clerk
Cynthia Trucking
01.2023 - 10.2024
Customer Service Representative
IKEA
09.2021 - 03.2023
Ambassador
Activist
03.2020 - 07.2021
Data Entry Specialist
RemX Specialty Staffing
01.2019 - 12.2022
Billing Customer Service Representative
Unverse
08.2016 - 05.2017
Call Center Representative
Sutherland Global Logistics
07.2016 - 01.2017
Delivery Driver
Amazon
01.2013 - 03.2017
Operator
La Quinta Inns & Suites
01.2009 - 02.2014
Assistant Manager Retail
FAMILY DOLLAR
04.2007 - 04.2016
High school diploma - DataBase Administration
LoneStar College