Summary
Overview
Work History
Education
Skills
Timeline
Laneka Hamilton

Laneka Hamilton

Euless,TX

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening, and analytical problem-solving skills. Enhances customer experiences by employing service- oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. Social Media Analyst with 4 years of experience monitoring conversations between consumers and key stakeholders through online channels and social media platforms. Applies insightful and logical approach to place conversation in context and identify antecedents. Strong capacity to deliver insights from broad range of data and create incisive reporting.

Overview

13
13
years of professional experience

Work History

Social Media Content Analyst

Concentrix
04.2014 - 01.2023
  • Developed social media calendar, which included scheduling email blasts, social media posts, marketing campaigns, and website updates
  • Increased customer engagement through social media
  • Met multiple deadlines using strong task prioritization skills
  • Managed social media accounts for clients, generating interest for existing and upcoming product or service releases
  • Tracked and analyzed social media and online marketing initiatives
  • Developed and promoted corporate brand, images, and identity to media and the public
  • Managed over 50 calls/chats per day

Customer Service Representative

Accenture
03.2021 - 02.2022
  • Followed guidelines when reviewing applicant data to determine eligibility for economic assistance
  • Assisted clients with completion of applications and paperwork
  • Reviewed applications for different aid programs and determined which qualification criteria for individuals
  • Scheduled appointments with applicants to gather information and explain benefits processes
  • Self-motivated, with strong sense of personal responsibility
  • Managed over 100 calls per day.

Content Review Analyst

Wipro
03.2019 - 12.2021
  • Review all content that came in and make sure it was proper for when it was issued on internet
  • Analyze and review user profiles, videos, and text-based content and/or investigate, escalate, and/or resolve issues that are reported by users or flagged by system
  • Maintain vulgar content before being on social media
  • Proofread, edited, and evaluated final copy to verify content aligned with established guidelines
  • Suggested improvements to content to enhance quality and accuracy
  • Selected relevant images to accompany content for maximum impact
  • Drove accuracy of content through careful proofreading and fact-checking
  • Researched topics to create accurate and engaging content
  • Managed over 50-100 calls per day

Customer Service Representative

Teleperformance
01.2017 - 07.2018
  • Provided excellent customer care by responding to requests, assisting with product selection, and handling ordering functions
  • Followed through on all critical inter-departmental escalations to increase customer retention rates
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs
  • Answered constant flow of customer calls with minimal wait times
  • Delivered prompt service to prioritize customer needs
  • Cross-trained and provided backup support for organizational leadership
  • Followed through on all critical inter-departmental escalations to increase customer retention rates
  • Improved quality by 40 percent monthly

Custodian

Killeen Independent School District
04.2012 - 05.2014
  • Ran variety of cleaning machines such as floor machines designed to strip, wax, extract, and top scrub floors and carpets
  • Inspected facility and grounds and picked up trash or other debris impacting appearance or movement flows between spaces
  • Kept building spaces premises clean inside and outside
  • Followed safety protocols and safe use of protective gear to prevent injury to self and others
  • Used power scrubbing and waxing machines to scrub and polish floors
  • Maintained cleanliness of restrooms by washing down and properly sanitizing walls, floors and toilets.

Warehouse Worker

The Home Depot
01.2010 - 03.2012
  • I had to sort out all orders of the trucks
  • Put merchandise on all selfs of where they belong
  • Assistant customers will any questions or needs they had

Education

Associate of Arts - General Studies

Central Texas College, Killeen, TX

Diploma -

Killeen High School

Skills

  • Resolution and Documentation
  • Multi-tasker
  • Organization
  • Customer Service
  • Social media management
  • Microsoft Word
  • Problem-Solving
  • 40 wpm
  • Time Management
  • Verbal and communication skills
  • Team-Oriented
  • CRM software
  • Customer service
  • Typing
  • Live chat
  • Technical support
  • Sales
  • System Analysis
  • Audit Support
  • Workflow Analysis
  • Process Enhancement
  • Risk Mitigation
  • Report Preparation
  • Issue Identification
  • MS Excel
  • Workload Management
  • Process Improvement
  • Data Analytics
  • CRM Tracking
  • Software CRM System Proficiency

Timeline

Customer Service Representative - Accenture
03.2021 - 02.2022
Content Review Analyst - Wipro
03.2019 - 12.2021
Customer Service Representative - Teleperformance
01.2017 - 07.2018
Social Media Content Analyst - Concentrix
04.2014 - 01.2023
Custodian - Killeen Independent School District
04.2012 - 05.2014
Warehouse Worker - The Home Depot
01.2010 - 03.2012
Central Texas College - Associate of Arts, General Studies
Killeen High School - Diploma,

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Laneka Hamilton