Lana Walker
Atlanta,GA
Summary
Results-driven leader with a positive attitude and passion for providing high-quality advice and guidance to clients. Dependable, energetic, and tech-savvy, with extensive hands-on experience in providing exceptional customer service. Proven ability to identify customer needs, resolve conflicts, and build strong relationships. Possesses excellent problem-solving, communication and interpersonal skills.
Overview
8
8
years of professional experience
Work History
Advisor II
Concentrix
01.2024 - Current
- Built and maintained relationships with clients to provide ongoing support and conduct virtual support
- Strong Interpersonal skills
- Exceptional Organizational skills
- Excellent computer and phone skills, attention to detail, and policy adherence
- Managed risk effectively by closely monitoring client portfolios and making timely adjustments.
- Utilized advanced CRM tools to track client interactions efficiently while maintaining detailed records of their individual goals, preferences, and concerns.
- Provide technical support for customer accounts and related issues.
- Focus communications with clients via phone and validate and update clients' records/ information across all systems
- Managed high incoming calls, emails, and faxes per day from customers.'
Senior Billing Specialist
Spectrum
01.2020 - 11.2023
- Demonstrated strong attention to detail by identifying and correcting minor errors before escalated into major issues, contributing to overall accuracy in billing processes.
- Mentored junior billing specialists, sharing best practices and fostering a collaborative work environment.
- Contributed to process improvements within the department by actively participating in brainstorming sessions, offering suggestions, and implementing approved changes.
- Assisted in the development and implementation of billing policies, ensuring compliance with industry standards and regulations.
- Assisted with billing inquiries and provided timely responses to enhance customer satisfaction and work well in a high-pressure environment.
- Collaborated with customers to resolve disputes and manage day-to-day administrative and clerical duties in the office.
- Ability to train personnel with knowledge skills and computer literate keyboarding.
Fashion Consultant
Micheal Kors
02.2016 - 10.2019
- Proposed accessories to complete outfits and complement clothing choices.
- Maximized brand sales by leveraging opportunities for upselling additional clothing items, shoes, and accessories.
- Networked within select groups to increase client base and generate sales and achieved a customer satisfaction rating of 96% within six months exceeding corporate target
- Researched current fashion trends and competitor activity.
- Analyzed trends to develop innovative concepts through online research, magazines, competitive shopping, and runway styles.
- Performed various sales transactions, checked invoices, prepared special orders, and delivered correct merchandise.
- Coordinated with fellow consultants on team projects to deliver comprehensive styling solutions for high-profile clients or special events.
- Educated clients on proper garment care techniques, extending the life of their purchases while maintaining optimum appearance quality.
- Boosted sales revenue through effective upselling and cross-selling of fashion products.
- Provided exceptional customer service, addressing concerns promptly and professionally to maintain client satisfaction.
Education
Bachelor of Science -
University of Memphis
Memphis, TNSkills
- Relationship Building
- Strategic Planning
- Training and mentoring
- Presentations and public speaking
- Problem-solving and analytical expertise
- Fully committed to enhancing quality and service in customer service
- Hardworking very reliable and self-sufficient
- Ability to work independently
- Excels at multitasking in a fast-paced environment; works best under pressure
- Very tech savvy and computer literate with proficiency in Microsoft Office Suite, Quickbooks, Adobe Photoshop, E-Verify, Mailchimp, Google Docs, Active Building, Real Page and Onesite
- Fast learner, active listener, detail-oriented, and highly organized
- Very experienced in schedule management and assisting in all aspects of administrative and customer support
Timeline
Advisor II
Concentrix
01.2024 - Current
Senior Billing Specialist
Spectrum
01.2020 - 11.2023
Fashion Consultant
Micheal Kors
02.2016 - 10.2019
Bachelor of Science -
University of Memphis