Lakira Lausell
Customer Escalation Specialist
Colorado Springs,CO
Summary
Dedicated professional with a strong background in customer service and complaint investigation. Recognized for effective communication and teamwork, leading to improved customer experiences and satisfaction.
Overview
16
16
years of professional experience
Work History
Escalation Specialist
Comcast, Xfinity
Colorado Springs, CO
09.2021 - Current
- Managed escalated customer issues, ensuring timely resolution and enhanced satisfaction.
- Collaborated with cross-functional teams to address complex technical problems effectively.
- Developed training materials for new team members, improving onboarding efficiency.
- Analyzed escalation trends to identify root causes and implement proactive solutions.
- Resolved complex customer issues through effective communication and problem-solving techniques.
- Collaborated with cross-functional teams to enhance customer service protocols and improve response times.
Customer Support Specialist
Comcast, Xfinity
Colorado Springs, CO
04.2010 - 09.2021
- Resolved customer inquiries through comprehensive product knowledge and effective communication strategies.
- Collaborated with cross-functional teams to address complex customer concerns promptly.
- Enhanced customer satisfaction by implementing feedback mechanisms for service improvement.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed approximately 30 incoming calls, and emails while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
Education
Some College (No Degree) - Business Administration
Southern Illinois University, Edwardsville
Edwardsville, ILSkills
- Complaint handling
- De-escalation techniques
- Complaint investigation
- Customer service excellence
- Reporting and documentation
- Teamwork and collaboration
- Problem-solving skills
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
Timeline
Escalation Specialist
Comcast, Xfinity
09.2021 - Current
Customer Support Specialist
Comcast, Xfinity
04.2010 - 09.2021
Some College (No Degree) - Business Administration
Southern Illinois University, Edwardsville