Lakiesha Olden
Del Valle,TX
Summary
Dynamic Senior Resolution Specialist at Everise with strong problem-solving and analytical skills. Successfully implemented dispute resolution processes, enhancing team performance and service efficiency. Adept at policy interpretation and de-escalation techniques, fostering effective communication and understanding among parties. Proven ability to identify trends and propose impactful enhancements for improved outcomes.
Overview
5
5
years of professional experience
Work History
Senior Resolution Specialist
Everise
01.2025 - Current
- Helped team members develop skills and improve performance to maximize service and productivity.
- Compiled data on trends and identified potential enhancements.
- Assisted management with keeping team working efficiently.
- Monitored calls and proposed improvement plans for struggling representatives.
- Devised and implemented dispute resolution processes for companies, enabling fast resolution of disputes.
- Used mediation techniques to facilitate communication between disputants, to further parties' understanding of different perspectives and to guide parties toward mutual agreement.
- Identified issues, analyzed information and provided solutions to problems.
- Worked well in a team setting, providing support and guidance.
Senior resolution specialist
Continuumgbl
12.2020 - 12.2024
- Organized professional with expertise in managing resources and optimizing performance. Proficient in providing valuable insights and supporting decision-making processes. Committed to enhancing productivity and contributing to overall success.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Chef
Royal Fig Catering
02.2021 - 05.2023
- Responded to dietary concerns and food allergies, creating dishes to meet customer needs and palates.
- Oversaw grill, stove, and oven, and cleaned equipment after every shift.
- Inventoried food, ingredient, and supply stock to prepare and plan vendor orders.
- Prepared meals from scratch using authentic, popular recipes to generate repeat business.
- Placed orders to restock items before supplies ran out.
- Handled and stored food to eliminate illness and prevent cross-contamination.
- Assisted with menu development and planning.
- Participated in food tastings and taste tests.
- Worked closely with front-of-house staff to facilitate excellent customer service.
- Evaluated food products to verify freshness and quality.
- Developed new recipes and flavor combinations to enhance customer dining experience.
- Modified recipes to accommodate dietary restrictions and allergies.
Education
Associate of Applied Science - AMA
SOUTHWESTERN COLLEGE
Franklin, OHSkills
- Policy interpretation
- Account coordination
- De-escalation techniques
- Complaint handling
- Account updates
- Escalated calls management
- Investigation skills
- Problem-solving
- Problem-solving abilities
- Analytical skills
Languages
English
Timeline
Senior Resolution Specialist
Everise
01.2025 - Current
Chef
Royal Fig Catering
02.2021 - 05.2023
Senior resolution specialist
Continuumgbl
12.2020 - 12.2024
Associate of Applied Science - AMA
SOUTHWESTERN COLLEGE
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