Lanaya Reynolds Hall
Mount Washington,PA
Summary
I am a diplomatic customer service professional who currently works for IBEX experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback. Very enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
ibex Global
Pittsburgh, PA
06.2024 - Current
- Answering Members questions, resolving their issues, or addressing their concerns through various channels, including chat, voice, social, SMS, email, and more.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Developed positive relationships with customers through friendly interactions.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Picker/Packer
PILOT FREIGHT SERVICES
Gouldsboro, PA
12.2021 - Current
- Receiving and unloading shipments, stocking items, checking invoices, detecting damaged or missing products, doing paperwork, and cleaning the working area
- Promoted workplace safety and smooth production by keeping workspaces clean, organized, and free of hazards.
- Stocked shelves with merchandise to ensure availability of products for customers.
- Completed shipping paperwork, attached appropriate labels and scanned barcodes for tracking.
Dishwasher
Kalahari Resorts & Conventions
Tobyhanna, PA
09.2022 - 10.2022
- Loaded and unloaded dishwashers, washing by hand large pots or items used on continuous basis.
- Adhered to sanitary regulations to prevent contamination with food products.
- Checked temperatures of dishwashing machines to ensure proper functioning.
- Restocked main kitchen areas with items from shelves, coolers, and freezers.
- Operated industrial dishwashers to clean plates, glasses, silverware, and cooking utensils.
Security
Walmart
01.2022 - 06.2022
- Configured security settings at server level as well as individual user accounts according to company's security policy guidelines.
- Created security reports for management on system vulnerabilities, patch levels, malware incidents and other security issues.
- Maintained communications and information security levels and observed appropriate security level requirements.
Busser/Server
Smugglers Cove
Tobyhanna, PA
10.2021 - 11.2021
- Cleaned up spills and broken glassware and safely disposed of sharp pieces.
- Bussed and reset tables in an orderly fashion.
- Maintained a friendly attitude towards customers at all times.
- Ensured all tables were clean and ready for new customers, maintaining a hygienic dining environment.
- Assisted in the preparation of large parties and special events to ensure smooth service.
Child Care Worker
self-employed
Tobyhanna, PA
06.2018 - 11.2021
- Monitors and supervises children keeping them safe and healthy
- Prepares food and snacks for children and organizes meal time
- Helps children maintain good hygiene and changes the diapers of infants and toddlers
- Organizes activities designed to help children learn about their world and develop their own interests
- Creates schedules to ensure that children have adequate physical activity, rest, food and intellectual stimulation
- Watches for any signs of behavioral or emotional problems in children and alerts parents to the problems
- Keeps records of children’s routines throughout the day
- Introduces babies, toddlers and small children to basic concepts like reading and sharing toys
- Works with children on language skills and creative activities like art, music and dance
- Transports children to summer activities like swimming lessons, sports practices and movies
- Required Knowledge, Skills and Abilities
- Has the ability to be open-minded about cultural diversity
- Possesses the ability to keep children engaged and under control
- Demonstrates excellent communication and organizational skills as well as the ability to manage time and multi-task effectively
- Displays excellent reading comprehension skills
- Exhibits strong active listening skills and social perceptiveness abilities
- Has good balance and coordination abilities
- Possesses the ability to make sound judgments as well as strong decision making
- Work Environment
- Spends most of the day moving around the room interacting with and caring for children
- Has to lift and carry children, move tables and chairs, bend and pick up toys, reach high shelves and sit on the floor to play games throughout the day
- Experiences a high level of noise at times during the day
- Spends part of the day outside watching children play when the weather is good
- Deals with minor injuries or other accidents that may occur with young children
- Washes hands frequently throughout the day, especially after each diaper change, after helping each child in the bathroom
Customer Service Representative
Amazon
Gouldsboro, PA
03.2021 - 06.2021
- Answered customer inquiries and provided accurate information regarding products and services.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Cashier
PUMA
Tannersville, PA
09.2019 - 12.2019
- Delivered high level of customer service to patrons using active listening and engagement skills.
- Kept check-out areas clean, organized and well-stocked to maintain attractive store.
- Provided excellent customer service while promoting loyalty programs to increase sales potential.
Housekeeping
Kalahari Resorts
Mount Pocono, PA
04.2019 - 08.2019
- Implemented strategies to improve efficiency of housekeeping operations.
- Adhered to all housekeeping policies and procedures.
- Maintained a safe working environment through regular housekeeping activities.
- Performed light housekeeping duties including dusting furniture, vacuuming carpets.
- Helped housekeeping staff with laundry duties when requested.
- Created inventory checklists and stocked housekeeping carts.
- Responded promptly to customer requests regarding housekeeping needs.
Education
High school diploma -
Pocono West high school
Pennsylvania06-2022
Skills
- Toddler Care
- Infant Care
- Childcare
- Autism Experience
- Babysitting
- RF scanner
- Picking & packing (2 years)
- IOS
- Mac OS
- Typing
- Distribution center
- Materials handling
- Senior care
- Home care
- Care plans
- Manufacturing
- Communication skills
- Kitchen experience
- Bussing
- Sales
- Negotiation
- Microsoft Excel
- Phone etiquette
- Data entry
- Front desk
- Hotel experience
- Hospitality
Timeline
Customer Service Representative
ibex Global
06.2024 - Current
Dishwasher
Kalahari Resorts & Conventions
09.2022 - 10.2022
Security
Walmart
01.2022 - 06.2022
Picker/Packer
PILOT FREIGHT SERVICES
12.2021 - Current
Busser/Server
Smugglers Cove
10.2021 - 11.2021
Customer Service Representative
Amazon
03.2021 - 06.2021
Cashier
PUMA
09.2019 - 12.2019
Housekeeping
Kalahari Resorts
04.2019 - 08.2019
Child Care Worker
self-employed
06.2018 - 11.2021
High school diploma -
Pocono West high school