LaMarcus Saunders-Jackson
Euless
Summary
Dynamic and results-oriented Customer Service and Administrative Professional with over 8 years of experience delivering exceptional support, streamlining operations, and driving efficiency in fast-paced, high-volume environments. Proven expertise in mastering complex systems and managing sensitive data with meticulous accuracy, achieving a 90% resolution rate for customer issues on first contact. Proactive problem-solver adept at identifying and implementing process improvements that save time, reduce costs, and increase customer satisfaction by up to 45%. Equipped with strong technical skills, including proficiency in AI-powered tools and various CRM and case management systems, ready to excel in a challenging customer service or administrative leadership role while emphasizing collaboration and effective communication.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Human Service Specialist (Call Center)
Federal Emergency Management Agency (FEMA)
07.2024 - 10.2024
- Provided exceptional, empathetic customer service in a high-stress crisis environment, promptly and professionally handling over 150 incoming calls daily to address urgent needs.
- Achieved a 90% first-contact resolution rate by researching and providing effective, accurate solutions to customer inquiries, significantly reducing follow-up calls and exceeding team goals.
- Accurately documented all call details and customer interactions in a centralized electronic case file, ensuring 100% compliance with data protection protocols and enhancing information retrieval for case managers.
- Communicated complex information with clear, professional articulation, ensuring callers understood critical processes for application support, referrals, and inspection information, resulting in a 95% customer satisfaction rating.
- Improved customer satisfaction by addressing and resolving service-related issues promptly and professionally.
- Consistently met or exceeded performance metrics related to service quality, response time, and customer satisfaction scores.
Notary Signing Agent & Loan Specialist
JCS Notary SVS
04.2023 - 06.2024
- Demonstrated a strong commitment to excellence by meticulously reviewing and clarifying complex loan documents, increasing customer understanding of policies and regulations by 50%.
- Showcased a positive attitude and strong interpersonal skills by facilitating effective inter-departmental and inter-agency collaboration, achieving common objectives and fortifying customer trust.
- Leveraged proficiency in Microsoft Office Suite to create and enhance the quality of correspondence, reports, and memoranda, reducing errors by 30% through meticulous attention to detail.
- Exhibited a desire to exceed customer expectations by swiftly resolving 90% of real estate loan issues within the first interaction, a testament to a comfort level in a fast paced, team-oriented environment.
- Enhanced client satisfaction by efficiently managing loan signing appointments and providing clear explanations of documents.
- Reduced errors in document processing by meticulously reviewing each document prior to obtaining signatures from parties involved.
Legal Assistant
Small Business Administration (SBA)
11.2022 - 03.2023
- Instrumental in a 30% leap in pre-processing efficiency by rapidly and accurately handling over five million case files in a high-volume call center environment.
- Mastered complex internal systems (Lira, Stars, CAFS, Dynamics 365, Reddi Docs, DCMS 2.0) to manage incoming communications and associate mail with respective claims folders, showcasing proficiency in navigating computer applications.
- Safeguarded sensitive financial and personal data, adhering to strict confidentiality protocols and complying with federal standards for handling Personally Identifiable Information (PII).
- Facilitated robust inter-agency and client relations, achieving a 20% hike in collaboration and client satisfaction metrics through strong communication and interpersonal skills.
- Maintained strict confidentiality, protecting sensitive client information as required by legal ethics and regulations.
- Handled office scheduling and made notes for deadlines, motions, and other important dates.
Loss Prevention Officer
Triumph Protection
07.2021 - 05.2022
- Rigorously documented over 200 security-related incidents daily, contributing to a remarkable 40% decrease in repeat incidents and showcasing a commitment to excellence.
- Consistently enlightened over 400 personnel and visitors daily on security policies and regulations, dramatically enhancing the safety of the premises through clear and professional articulation.
- Collaborated closely with management and peers, providing actionable recommendations for security enhancements and demonstrating strong teamwork in a fast-paced environment.
- Completed incident reports and activity logs for accurate, current records.
- Patrolled store premises to detect and prevent shoplifting and security breaches.
Administrative Specialist
JCS Pro Kleen
10.2019 - 06.2021
- Successfully streamlined administrative operations by preparing documents, maintaining records, and conducting data entry, enhancing team efficiency by 20%.
- Leveraged Microsoft programs to efficiently update and modify textual and statistical data, improving the accuracy and presentation of reports, records, graphs, and charts by 25%.
- Operated a multi-line telephone system to route calls effectively and investigated and applied relevant policies and procedures concerning administrative duties.
- Safeguarded sensitive information through the proper handling of confidential documents and secure storage methods.
- Handled mail, packages, emails, document transmissions and other types of data with both manual and automated tracking strategies.
Logistics Management Specialist
Next Level Staffing
03.2018 - 04.2019
- Single-handedly resolved 100+ weekly queries through active listening and clear communication, bolstering customer satisfaction by 45%.
- Facilitated effective communication between management, team members, and clients, improving project outcomes by 35%.
- Deployed computer systems to retrieve and organize customer data, driving a 30% enhancement in service delivery.
- Reduced product lead times by streamlining communication between procurement, production, and distribution teams.
- Streamlined logistics processes by implementing efficient inventory management systems.
Customer Services Agent
LSG Sky Chefs
06.2016 - 07.2017
- Dramatically increased productivity by seamlessly managing a broad range of administrative tasks for a team of 30 staff.
- Devised and implemented strategic filing and documentation systems, slashing retrieval times by a remarkable 70%.
- Regularly engaged with over 100 external and internal customers daily, providing personalized service and exceeding satisfaction targets by 40%.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
Customer Service Representative
Shred IT
12.2014 - 06.2016
- Championed the implementation of innovative strategies aimed at enhancing customer satisfaction, yielding a 35% increase in service efficiency and a marked improvement in client retention.
- Rapidly responded to a spectrum of customer concerns, ensuring prompt and efficient resolutions, resulting in a 90% satisfaction rate on post-interaction surveys.
- Consistently earned accolades for exceptional communication skills, driving an enriched customer experience, and contributing to an increase in the company’s Net Promoter Score by 25%.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
High School Diploma -
Justin F. Kimball
Dallas, TXSkills
- Customer service proficiency
- Document management expertise
- Proficient in Microsoft Office Suite and CRM systems
- Interpersonal collaboration
- Time management in fast-paced environments
- Client retention strategies
- Cross-functional coordination
- Professional telephone demeanor
- Clerical support
Certification
- Texas Claims Adjusters Education and Certification Training (Aug 2022)
- Texas Notary Public and Loan Signing/Closing Training (Feb 2022)
- Texas Commissioned Notary Public
- Texas All-Lines Certified Adjuster
Timeline
Human Service Specialist (Call Center)
Federal Emergency Management Agency (FEMA)
07.2024 - 10.2024
Notary Signing Agent & Loan Specialist
JCS Notary SVS
04.2023 - 06.2024
Legal Assistant
Small Business Administration (SBA)
11.2022 - 03.2023
Loss Prevention Officer
Triumph Protection
07.2021 - 05.2022
Administrative Specialist
JCS Pro Kleen
10.2019 - 06.2021
Logistics Management Specialist
Next Level Staffing
03.2018 - 04.2019
Customer Services Agent
LSG Sky Chefs
06.2016 - 07.2017
Customer Service Representative
Shred IT
12.2014 - 06.2016
High School Diploma -
Justin F. Kimball
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