LaNeisha Wall
DeSoto,Texas
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
9
9
years of professional experience
1
1
Certification
Work History
CUSTOMER SERVICE SPECIALIST SUPERVISOR
12.2019 - 07.2023
- Field in-person and telephone inquiries from more than 100 customers daily and identify solutions to resolve conflicts and ensure a high-quality customer experience
- Perform regular assessments regarding customer complaints and provide suggestions to improve customer satisfaction and retention by 15%
- Meet or exceed customer satisfaction goals month over month
- Interface effectively with a diverse customer base, utilize de-escalation techniques, communicate with patience and understanding, and propose ideal solutions for customer issues, resulting in a 20% reduction in cancellation rates
- Identify opportunities to improve the customer experience, deliver training to new hires on service standards, and achieve customer satisfaction scores of 91%-98%
- Serve as the escalation point for 5-10 major customer issues per week
- Answered product and service questions and offered information on related products and services
- Maintained a customer account information database (incl
- Canceling and updating customer accounts.)
- Placed and canceled an average of 200+ orders weekly from customers, distributors, and agents
- Effectively supervised day-to-day front-end operations of a busy customer service department
- Hired, trained, and mentored top customer service agents and front-end staff
- Implemented ambitious customer satisfaction goals, and better-enabled customer service staff members to effectively meet them
- Created, edited, and altered customer service strategies and procedures in Agile manner to best deliver a satisfying experience for all store customers
- Managed and updated the customer loyalty program
Chase Mortgage
06.2016 - 03.2019
- Processed FHA loans and ordering of titles and Appraisals
- Successfully managed a pipeline of 50-90 loans and consistently surpassed monthly goal
- Analyzed financial statements, production reports, tax returns, and credit documentation for accuracy and compliance for investor guidelines
- Followed up with borrowers throughout loan process as well as contacted Homeowner's insurance companies for updated HOI
- Pulled updated payment histories and payoffs as needed
- Analyzed financial statements, production reports, tax returns, and credit documentation for accuracy and compliance for investor guidelines
- Assessed risk of loans by checking collateral and making sure it meets all guidelines of the investor
- Prepared reports on assessment findings
- Handle customer complaints- Ensured empathy and compassion was show on each and every call
- Provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies.
Manager- Sales Representative- Sales Associate/Customer Care Specialist
New Era Music
02.2014 - 05.2017
- Monitored and identified store losses or inconsistencies and implemented solutions to successfully achieve company goals
- Assisted with hiring process, team training, and motivating the team to maintain optimal staffing levels
- Managed expenses and developed strategies that positioned store to perform in accordance with budget
- Acted as store sales lead and maintained a strong presence on the floor to build strong relationships with the customers, support and develop a team to increase revenue
- Assisted customers with completing purchases, locate items, and join rewards programs to promote loyalty, satisfaction and increase sales numbers
- Handle customer complaints- Ensured empathy and compassion was show on each and every call
- Provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies.
Education
High School Diploma -
LEAD ACADEMY
Longview, TX12.2010
Skills
- Report Generation
- Account Management
- Price Quotes
- Customer Retention
- Complaint Resolution
- Customer Relationship Management
- Excellent Written and Oral Communication
- Call Management
Certification
CUSTOMER SERVICE MANAGEMENT
COMMUNICATION
EXPENSE REPORTING
FINANCIAL MANAGEMENT
VARIANCE RESOLUTIONS
INTERPERSONAL RELATIONS
ORGANIZATION
TRAINING
Digital Risk LLC – Bank of America
Timeline
CUSTOMER SERVICE SPECIALIST SUPERVISOR
12.2019 - 07.2023
Chase Mortgage
06.2016 - 03.2019
Manager- Sales Representative- Sales Associate/Customer Care Specialist
New Era Music
02.2014 - 05.2017
High School Diploma -
LEAD ACADEMY
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