Lakin Fletcher
Lake Havasu City,AZ
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Representative
MAP Communications
Lake Havasu City, AZ
05.2023 - 10.2024
- Resolved customer inquiries efficiently
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Guided clients in product selection, ordering, and billing processes.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Maintained composure and professionalism under pressure
- Utilized probing questions to ascertain service requirements.
- Adopted approved scripts to calm customers during phone calls
- Handled over 400 calls daily
Virtual Customer Service Representative
Nexa Receptionists
Lake Havasu City, AZ
05.2019 - 11.2021
- Responded to customer inquiries via telephone, email and chat.
- Provided technical assistance to customers regarding products and services.
- Resolved customer complaints in a timely manner.
- Created detailed reports for customer service related issues.
- Answered incoming calls from customers seeking assistance with product information or orders.
- Assisted in scheduling, rescheduling, and canceling appointments for patients.
- Answered incoming calls from potential new patients and existing patient inquiries.
Education
Medical Coding - Medical Insurance Coding
Penn Foster College
Scottsdale, AZ03-2024
Certificate - Certified Nursing Assistant
Mohave Community College
Kingman, AZ04-2017
GED -
Mohave Community College
Lake Havasu City, AZ01-2012
Skills
- Account updating
- Inbound and Outbound Calling
- Paperwork Processing
- Data Collection
- Product Knowledge
- Call Management
- Data Entry
- Report Generation
- Scheduling
- Information Security
- Active Listening
- Microsoft Excel
- Call center experience
- Multi-line phone talent
- Call center procedures
- Grammar
- Research
- Shipping and receiving understanding
Certification
- CNA Certification
- Medical Billing and Coding certificate
- caregiver license
Timeline
Customer Service Representative
MAP Communications
05.2023 - 10.2024
Virtual Customer Service Representative
Nexa Receptionists
05.2019 - 11.2021
- CNA Certification
- Medical Billing and Coding certificate
- caregiver license
Medical Coding - Medical Insurance Coding
Penn Foster College
Certificate - Certified Nursing Assistant
Mohave Community College
GED -
Mohave Community College