LaNesha Averett

Work History

Customer Service Agent

Saks

10.2023 - Current

Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
Utilized strong problem-solving skills to quickly identify and address customer issues.
Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
Investigated and resolved customer inquiries and complaints quickly.
Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
Maintained up-to-date knowledge of product and service changes.
Met customer call guidelines for service levels, handle time and productivity.
Resolved associate, tool and service delivery issues revealed by statistical reports.
Enhanced productivity levels by anticipating needs and delivering outstanding support.
Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Addressed customer account discrepancies and concerns.
Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.

Customer Service Trainer

Saks OFF 5TH

10.2023 - Current

Developed a thorough understanding of company products and services to provide accurate information during training sessions.
Maintained detailed records on individual trainee progress, enabling accurate assessment of overall program success rates over time.
Collaborated with management to assess staff development needs and created customized training materials accordingly.
Successfully on-boarded numerous new hires, providing comprehensive customer service training that led to higher retention rates.
Implemented ongoing evaluations for trainees, ensuring consistent progress and skill development over time.
Consistently received positive feedback from trainees regarding the clarity and relevance of instruction provided during each session.
Assisted in maintaining high levels of employee engagement throughout the training process by incorporating interactive activities and group discussions into each session.

Freedom of Information Act Officer

377th Theater Sustainment Command

12.2022 - 08.2023

Receive and respond to requests: FOIA officers receive and respond to requests for public records. They determine which departments will provide the records and establish a deadline for a response.
Review documents: FOIA officers review documents to be released and ensure they are ready for review or pick-up within five working days.
Communicate with requestors: FOIA officers communicate with requestors if there are questions or concerns.
Administer FOIA programs: FOIA officers administer their organization's FOIA programs.

Executive Assistant

377th Theater Sustained Command

04.2021 - 08.2023

Handled confidential and sensitive information with discretion and tact.
Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
Maintained confidentiality with sensitive documents, ensuring proper storage and distribution as needed.
Filed paperwork and organized computer-based information.
Organized and coordinated conferences and monthly meetings.
Collaborated on special projects to improve overall business operations within the organization efficiently.
Processed travel expenses and reimbursements for executive team and senior management group.
Screened calls and emails and responded accordingly to support executive correspondence.
Contributed to budget management by monitoring expenses and providing detailed expenditure reports regularly.
Answered high volume of phone calls and email inquiries.
Greeted arriving visitors, determined nature and purpose of visit and directed individuals to appropriate destinations.
Supported executives in decision-making processes by conducting research and presenting findings in clear formats.
Handled logistics, catering, agendas and travel arrangements for meeting and event planning for board of directors, president and executive vice president.
Took notes and dictation at meetings.
Streamlined executive communication by managing emails, phone calls, and scheduling appointments.
Managed mail and both incoming and outgoing correspondence, mail, email and faxes.
Wrote reports, executive summaries and newsletters.
Worked with senior management to initiate new projects and assist in various processes.

Mortgage Clerk

Regions Mortgage

07.2017 - 12.2022

Maintained up-to-date knowledge of industry regulations and changes, enabling accurate guidance for clients throughout the mortgage process.
Reduced errors in mortgage files by implementing a thorough review process before submission for underwriting.
Ensured regulatory compliance by meticulously reviewing and verifying applicant information against established guidelines and rules.
Enhanced customer satisfaction by providing timely and thorough responses to inquiries regarding mortgage applications.
Set up, stored and updated customer files, department records and regulatory paperwork.
Prepared loan documents and explained terms to clarify loan conditions and requirements with applicants.
Delivered timely updates on loan status, communicating proactively with all parties involved in each transaction.
Participated in ongoing professional development programs to continuously expand knowledge of the mortgage industry and enhance skills as a loan officer.
Addressed and resolved client concerns swiftly, maintaining high levels of customer satisfaction and loyalty.
Worked well in a team setting, providing support and guidance.
Excellent communication skills, both verbal and written.

Human Resource Specialist

377th Theater Sustainment Command

04.2021 - 06.2022

Attending meetings, taking notes and providing the information to my supervisor
Maintains files, notes, calendars, and other documents daily for superiors
Monitors personnel action requests and tracks personnel human resources information systems
Answers questions from employees and managers on a variety of personnel management matters related to the assigned personnel management functions
Utilizes human resources/personnel management skills to help identify, evaluate, and integrate ranges of considerations for problem solving
Prepare and monitor requests for promotions, orders, transfers, and extensions for Soldiers within the mission support team
Establish, monitor, direct, and assess HR support for units assigned or attached to the Sustainment Command
Managed benefits administration for company-wide staff, ensuring timely processing and accurate recordkeeping.
Administered employee leave requests in accordance with FMLA guidelines, maintaining compliance with regulations while providing necessary accommodations for staff members.
Conducted routine HR audits to ensure data accuracy in personnel files, payroll records, and benefit enrollments.
Facilitated smooth onboarding processes for new hires, leading to faster integration into the workplace culture.
Maintained personnel records and statistical data to establish accuracy and compliance with applicable regulations.
Conducted performance reviews and provided feedback to managers on employee performance.
Fielded employee inquiries related to insurance, pension plan, vacation, sick leave and employee assistance.

Customer Service Specialist

Walmart.com

02.2003 - 08.2014

Managing large amounts of inbound and outbound calls in a timely manner
Following call center 'scripts' when handling different topics
Identifying customers' needs, clarify information, research every issue and providing solutions
Manage large amounts of inbound and outbound calls in a timely manner
Follow communication 'scripts' when handling different topics
Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives
Seize opportunities to upsell products when they arise
Build sustainable relationships and engage customers by taking the extra mile to take care of customers

Summary

Overview

Work History

Customer Service Agent

Customer Service Trainer

Freedom of Information Act Officer

Executive Assistant

Mortgage Clerk

Human Resource Specialist

Customer Service Specialist

Education

Bachelor Of Science - Nutrition Sciences

Skills

Timeline

Similar Profiles

Kat VodopiaKat Vodopia

Prem KumarPrem Kumar

Sekani NolascoSekani Nolasco