Summary
Overview
Work History
Education
Skills
Personal Information
Certification
Additionalinformation - Skillsandabilities
Software
Timeline
Generic

Lanautica Brown

Summary

Dedicated professional call center customer service representative with a strong commitment to delivering courteous, prompt, detailed, and accurate support. Skilled in effectively managing both outbound and inbound calls, ensuring exceptional customer service experiences. Proven ability to handle emergency issues with patience and tact, resolving problems efficiently and maintaining a calm demeanor.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Warehouse Associate

Amazon
11.2024 - Current
  • Prepared orders for shipment by picking, packing, and labeling merchandise.
  • Consistently lifted materials weighing as much as 40 pounds.
  • Worked safely around moving machinery.

Customer Care/Chat Agent

T-Mobile
07.2021 - 06.2024
  • Responding to customer emails and live chat inquiries
  • Resolve customer complaints and issues
  • Sell and promote products/services while on call
  • Escalate issues to supervisors and managers
  • Leverage the internal knowledgebase to quickly answer inquiries
  • Knowledge of IVR and call routing systems
  • Understanding of basic live chat and service technology for fielding customer requests
  • Experience in a high call volume environment

Customer Service Representative

Accenture
12.2020 - 06.2021
  • Managed customer accounts
  • Conducted customer service surveys
  • Resolved customer issues
  • Worked in the inbound call center
  • Collected and documented orders
  • Responded to inquiries and issues
  • Inventoried spreadsheets

Technical Support Representative

Asurion
10.2018 - 03.2020
  • Serve as the first point of contact for customers seeking technical assistance over the phone or email
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by customers
  • Walk the customer through the problem-solving process
  • Direct unresolved issues to the next level of support personnel
  • Provide accurate information on IT products or services
  • Record events and problems and their resolution in logs
  • Follow-up and update customer status and information
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Identify and suggest possible improvements on procedures

Customer Service Representative

CVS Health
03.2017 - 09.2018
  • Open and maintain customer accounts by recording account information
  • Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
  • Maintain financial accounts by processing customer adjustments
  • Recommend potential products or services to management by collecting customer information and analyzing customer needs
  • Prepare product or service reports by collecting and analyzing customer information
  • Contribute to team effort by accomplishing related results as needed
  • Manage large amounts of incoming calls

Cashier

Kroger
02.2016 - 09.2016
  • Greeted every customers
  • Operated cash register[s]
  • Counted out cash drawers
  • Assisted customers as needed

Education

Diploma -

Stratford STEM Magnet School
Nashville, TN
05.2017

Skills

  • 75 WPM
  • EXCEL
  • MICROSOFT OFFICE
  • MS OFFICE
  • POWERPOINT
  • Fast Food
  • Customer Service
  • Food Service
  • Team Member
  • Food Prep
  • Call Center
  • Customer Support
  • CSR
  • Customer Care
  • Inspecting
  • Assembly Line
  • Picker Packer
  • Assembly Worker
  • Computer Skills
  • Microsoft Word
  • Busser
  • Host/Hostess
  • Technical Support
  • E-Commerce
  • Restaurant experience
  • POS
  • Cooking
  • Cash register
  • Cash handling
  • E-commerce
  • Assembly
  • Long term care
  • Hotel experience
  • Hospital experience
  • Security
  • Front desk
  • Documentation review
  • Windows
  • IVR
  • Account management
  • IOS
  • Retail sales
  • Live chat
  • Sales
  • Caregiving
  • Organizational skills
  • Phone etiquette
  • Office experience
  • Typing
  • Medical terminology
  • Medical office experience
  • Cleaning
  • Computer skills
  • English
  • Nutrition
  • Basic math
  • Retail math
  • Animal grooming
  • Animal handling
  • Medication administration
  • Medication dispensing
  • Animal nutrition

Personal Information

Work Permit: Authorized to work in the US for any employer

Certification

Food Handler Certification

Additionalinformation - Skillsandabilities

  • Proficient in Microsoft Office- Word, PowerPoint, and Excel
  • Able to type 75 Wpm

Software

Microsoft Office

Email Communication

Excel

PowerPoint

Social Media

Timeline

Warehouse Associate

Amazon
11.2024 - Current

Customer Care/Chat Agent

T-Mobile
07.2021 - 06.2024

Customer Service Representative

Accenture
12.2020 - 06.2021

Technical Support Representative

Asurion
10.2018 - 03.2020

Customer Service Representative

CVS Health
03.2017 - 09.2018

Cashier

Kroger
02.2016 - 09.2016

Diploma -

Stratford STEM Magnet School
Lanautica Brown