LaPorche Cole
Meridian,MS
Summary
Polite, productive and professional worker. Successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
10
10
years of professional experience
Work History
Domestic Worker
Self Employed Services
03.2017 - Current
- Swept, mopped and polished non-carpeted floors to maintain streak-free shine.
- Managed housekeeping scheduling and planning.
- Coordinated daily schedules for family members.
- Transported children to school, doctor appointments and various activities.
- Maintained monthly budget by making careful purchases and tracking expenses.
- Completed gardening and lawn maintenance tasks.
- Tracked expenses, balanced checking account and paid bills on time.
- Managed virtual school work for 3 children through Zoom.
Call Center Agent
InfoCision
02.2021 - 08.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Received multiple positive reviews acknowledging dedication to excellent customer service.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Attended telephone skills and program information training sessions to boost aptitude.
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
Cashier/Customer Service
Family Dollar
12.2014 - 02.2017
- From helping them locate specific items, to helping them load them in their carts.
- Resolved customer complaints and maintained clean and tidy checkout area.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Met customer service goals and exceeded customer expectations.
- Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
- Answered product questions using knowledge of sales and store promotions.
- Utilized POS system to handle customer cash and credit card transactions.
- Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
- Handled cash with high accuracy and took care to check bills for fraud.
Cashier/Customer Service
Winn Dixie
08.2013 - 12.2014
- Resolved customer complaints and maintained clean and tidy checkout area.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Met customer service goals and exceeded customer expectations.
- Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
- Redeemed coupons to discount purchases.
Education
No Degree - Medical Billing And Coding Certification
10.2017
Associate's degree - Human Services
06.2019
- Dean's List
- MYCAA Scholarship Recipient
- 3.7 GPA
Bachelor of Arts - Psychology
08.2021
- Honor Roll
- 3.4 GPA
Master of Arts - Clinical And Mental Health Counseling
05.2025
Skills
- Case Management
- Cashiering
- Crisis Intervention
- Microsoft Office
- Human services
- CPT (Current Procedural Terminology)
- ICD-10
- Medical Billing
- Medical Terminology
- Company Guidelines
- Customer Service
- Reading Comprehension
- Learning Strategies
- Active Listening
- Business Documentation
- Order and Refund Processing
- POS Systems and Ordering Platforms
- Online Systems
- Quality Control
- Sales and Upselling
- Document and Records Management
- Problem-Solving Skills
- Inbound Customer Calls
- Call Select Communication Systems
- Data Gathering
- HIPAA Guidelines
- Online Chat
- Agent Support
- Billing Data Verification
- Maintain Records
- Billing Codes
- Verbal and Written Communication
Affiliations
Military Spouse
Timeline
Call Center Agent - InfoCision
02.2021 - 08.2021
Domestic Worker - Self Employed Services
03.2017 - Current
Cashier/Customer Service - Family Dollar
12.2014 - 02.2017
Cashier/Customer Service - Winn Dixie
08.2013 - 12.2014
MedTech College - No Degree, Medical Billing And Coding Certification
Columbia College of Missouri - Associate's degree, Human Services
Columbia College of Missouri - Bachelor of Arts, Psychology
Liberty University - Master of Arts, Clinical And Mental Health Counseling
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