Lamechia Osborn
Houston,Texas
Summary
Goal-oriented team-member with experience in the industry seeking to leverage this experience into a position that provides an opportunity to assist a business with achieving its goals.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Workforce Real Time Analyst
Concentrix
12.2023 - Current
- Check to ensure that appropriate changes were made to resolve customers' problems
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well
- Refer unresolved customer grievances to designated departments for further investigation
- Contact customers to respond to inquiries or to notify them of changes made on their behalf
- Obtain and examine all relevant information to assess validity of complaints
- Deliver timely, accurate customer service ensuring the highest level of satisfaction
- Build customer service knowledge by provide comprehensive, well-informed responses to inquiries
- Update records and note system as required
- Able to meet and maintain availability standards, schedule adherence and attendance guidelines
- Ability to work in fast paced environment
- Flexibility in work hours and in changing environments
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
- Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
- Created a positive work environment that fostered team collaboration; prioritized staff morale through regular check-ins and transparent communication of expectations across all agents'' workflows.
- Balanced workload distribution among employees according to skill sets; leading to improved individual performance metrics.
- Participated in cross-departmental meetings to align workforce management objectives with overall business goals, fostering a cohesive organizational strategy.
Tier 1 Technical Support Representative
Home Depot
Houston, TX
06.2021 - 12.2023
- Conducted comprehensive diagnostic tests to pinpoint underlying causes of reported issues.
- Reduced call resolution time by effectively troubleshooting software and hardware problems.
- Managed multiple priorities simultaneously while maintaining focus on delivering exceptional customer service.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing clear explanations.
- Delivered exceptional phone support, maintaining patience and understanding while addressing client concerns.
- Adapted quickly to new technology releases, staying informed on updates that could impact customer experience.
- Consistently received positive feedback from clients for professionalism and expertise displayed during support interactions.
- Provided remote support for customers, guiding them through the resolution process stepbystep.
- Utilized various communication channels such as chat, email, and phone calls to provide prompt assistance to customers in need.
- Created user accounts and assigned permissions.
Customer Service Representative
Cornerstone Staffing Agency
02.2020 - 05.2021
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Monitored outstanding balances, following up on overdue payments to minimize loss or delay in revenue collection.
- Streamlined payment processing by implementing efficient systems and organizational strategies.
- Reduced errors in payment transactions by regularly reviewing and reconciling financial records.
Insurance Agent
Midwest Marketing
Stafford, TX
06.2016 - 01.2020
- Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
- Maintained high standards of customer service by building relationships with clients.
- Educated clients on the importance of adequate insurance coverage, fostering trust and loyalty among the existing client base.
- Cross-sold insurance products to existing clients to reach sales targets.
- Maintained accurate records of all transactions, ensuring compliance with company policies and regulatory requirements.
- Prepared and reviewed insurance applications to verify compliance with regulations.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
- Negotiated with insurance underwriters to obtain better coverage and improved rates for clients.
Education
Biblical Counseling - Psychology
Liberty University
Lynchburg, VAHigh School -
Klein Oaks High School
01.2008
Skills
- Microsoft Office
- Microsoft Windows
- Microsoft PowerPoint
- Microsoft Excel
- Zoom
- Teams
- Microsoft Outlook
- Sales Force Management
- 40 WPM
- Scheduling optimization
- Forecasting accuracy
- Service level agreements
- Queue management
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Computer proficiency
Certification
- Texas Notary, 12/2025
- Loan Signing Agent, 12/2024
Timeline
Workforce Real Time Analyst
Concentrix
12.2023 - Current
Tier 1 Technical Support Representative
Home Depot
06.2021 - 12.2023
Customer Service Representative
Cornerstone Staffing Agency
02.2020 - 05.2021
Insurance Agent
Midwest Marketing
06.2016 - 01.2020
High School -
Klein Oaks High School
Biblical Counseling - Psychology
Liberty University