Lalquila Davis
Akron,US
Summary
Dedicated employee with strong customer service skills, adept at multitasking and effective time management. Committed to delivering positive and memorable experiences for every customer. Proven ability to handle multiple tasks efficiently while maintaining high service standards.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
FirstEnergy
Akron, OH
03.2024 - Current
- Provided exceptional customer service to ensure customer satisfaction.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Cultivated positive relationships with customers through friendly and attentive interactions, fostering customer loyalty.
- Maintained detailed records of customer interactions and inquiries, ensuring accurate tracking and follow-up.
- Updated databases with new and modified customer data.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Customer Service Representative
Signet Jewelers
08.2020 - 07.2023
- Addressed incoming calls, chats, and emails to provide frontline customer support for transactions.
- Developed effective solutions for customer concerns, resulting in improved satisfaction and service quality.
- De-escalated challenging situations calmly while maintaining a friendly demeanor.
- Fostered loyalty by strengthening customer relationships and encouraging repeat business.
- Resolved order issues by evaluating weather impacts and merchandising challenges, ensuring timely delivery.
- Implemented quality control procedures to enhance customer satisfaction.
- Recorded customer interactions and resolutions accurately for future reference.
Manager/Customer Service Representative
CashSmart/CCFI
09.2008 - 04.2020
- Provided outstanding service to new and long-standing customers by addressing concerns and developing effective solutions.
- Supervised customer service employees to uphold quality standards, meet deadlines, and rectify errors.
- Assisted staff in resolving complex customer issues while implementing targeted solutions.
- Investigated sensitive customer service complaints and achieved swift resolution to ensure customer satisfaction.
- Responded promptly to phone and online service requests, improving overall customer satisfaction.
- Delivered fast, friendly, knowledgeable service for routine inquiries and service complaints.
- Established rapport with customers, managers, and team members to create a collaborative work environment.
- Prepared and issued work schedules, deadlines, and duty assignments for office operations.
Education
Medical Billing and coding -
Akron Institute of Technology
Akron01-2001
Skills
- Customer Service
- Call Documentation
- Customer Data Confidentiality
- Data Entry and Maintenance
- De-escalation Techniques
- Creative Problem Solving
- Calm under pressure
- Detail-oriented efficiency
- Multitasking skills
- Service-oriented mindset
- Communication skills
- Customer trust building
- Upbeat and Positive Personality
Timeline
Customer Service Representative
FirstEnergy
03.2024 - Current
Customer Service Representative
Signet Jewelers
08.2020 - 07.2023
Manager/Customer Service Representative
CashSmart/CCFI
09.2008 - 04.2020
Medical Billing and coding -
Akron Institute of Technology