Lakisha Powell
Jackson,MS
Summary
Adept at fostering customer relations and resolving complex issues, I enhanced service standards at Optum, UnitedHealth Group by implementing training programs and recognizing team achievements. My blend of critical thinking and empathy significantly improved client satisfaction, showcasing my ability to lead with a results-driven approach while maintaining high-quality service. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
8
8
years of professional experience
Work History
Customer Service Subject Matter Expert
Optum, UnitedHealth Group
03.2024 - Current
- Promoted a positive work atmosphere by regularly recognizing top performers'' outstanding achievements within the department.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Devised strategies to maintain consistent service standards during high-volume periods or staffing shortages without compromising quality or efficiency levels.
- Contributed to the development of departmental goals aligned with the organization''s mission and values.
Customer Service Subject Matter Expert
Senture
11.2021 - 03.2024
- Established and maintained strong relationships with key clients, acting as a trusted advisor for all customer service-related matters.
- Developed and implemented training programs to increase team knowledge and performance in handling customer inquiries.
- Managed and exceeded performance metrics by consistently monitoring progress against set targets, identifying areas of opportunity, and implementing action plans to address gaps.
- Conducted regular quality audits on team interactions, providing constructive feedback to help enhance performance levels.
Pharmacy Technician
Walgreens
11.2019 - 01.2020
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
- Counted and labeled prescriptions with correct item and quantity.
Assistant Director
Park Place Christian Academy
08.2016 - 01.2020
- Created and updated records and files to maintain document compliance.
- Worked closely with management to provide effective assistance for specific aspects of business operations.
- Trained and mentored new employees on industry practices and business operations.
- Streamlined communication between teachers, parents, and administrators to foster a collaborative learning environment.
- Oversaw the recruitment, hiring, and onboarding process for new educators to maintain a high-quality teaching staff.
- Implemented effective conflict resolution strategies for resolving issues among faculty members or between students.
Education
Associate of Science - Health Services
Ultimate Medical Academy - Clearwater
Clearwater, FL03.2020
Skills
Complaint Handling
Cultural Awareness
Empathy Display
Customer Service
Problem-solving abilities
Critical Thinking
Timeline
Customer Service Subject Matter Expert
Optum, UnitedHealth Group
03.2024 - Current
Customer Service Subject Matter Expert
Senture
11.2021 - 03.2024
Pharmacy Technician
Walgreens
11.2019 - 01.2020
Assistant Director
Park Place Christian Academy
08.2016 - 01.2020
Associate of Science - Health Services
Ultimate Medical Academy - Clearwater