Summary
Overview
Work History
Education
Skills
Timeline
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LaPorsha Brown

Houston,TX

Summary

Personable Customer Relations leader driven to exceed customer expectations while promoting adherence to company standards and guidelines. Proven history of fostering quick and successful problem resolution, improving customer satisfaction ratings. Demonstrated success in utilizing current technologies to broaden access between customer and organization and improve response time.

Overview

15
15
years of professional experience

Work History

Customer Relations Team Leader

Percepta
08.2020 - Current
  • Developed and implemented standards for staff to provide consistent service to customers.
  • Conducted training and mentored 14 team members to promote productivity and commitment to friendly service.
  • Created customer support strategies to increase customer retention.
  • Delivered superior customer service to strengthen relationships and drive future business revenue.
  • Made customers aware of current and new programs and services.

Eligibility Specialist

Texas Health and Human Services Commission
01.2018 - 08.2021
  • Interviewed 30 applicants and explained scope of different available benefits.
  • Reviewed applications for different aid programs and determined which qualification criteria for individuals.
  • Communicated with people from various cultures and backgrounds on application process.
  • Scheduled appointments with applicants to gather information and explain benefits processes.
  • Resolved discrepancies with client applications to verify eligibility.

CUSTOMER SERVICE REPRESENTATIVE SUPERVISOR

Sutherland Global
10.2014 - 01.2018
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Created activities and engagements to enhance customer experience, knowledge, and patronage.
  • Assisted customers with opening accounts and signing up for new services.
  • Delivered superior customer service to strengthen relationships and drive future business revenue.
  • Conducted training and mentored 12 team members to promote productivity and commitment to friendly service.

CUSTOMER SERVICE REPRESENTATIVE

Sprint
01.2010 - 10.2014
  • Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
  • Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts.
  • Read from scripts to promote uniformity and consistency in communications.
  • Recommended improvements in products, services or billing methods to prevent future problems.
  • Handled 30-50 escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions.

Education

ASSOCIATE IN ARTS (A.A.) - HUMAN RESOURCES MANAGEMENT

Houston Community College
Houston, TX
05.2019

Skills

  • Team development strategies
  • Influence and negotiation skills
  • Self motivation
  • Effective communication and professionalism
  • Proficient in remote office operations
  • Organizational skills
  • Problem-solving
  • Time management abilities
  • Account updates
  • Problem-solving skills
  • Calm and professional under pressure
  • Teamwork skills
  • MS office

Timeline

Customer Relations Team Leader

Percepta
08.2020 - Current

Eligibility Specialist

Texas Health and Human Services Commission
01.2018 - 08.2021

CUSTOMER SERVICE REPRESENTATIVE SUPERVISOR

Sutherland Global
10.2014 - 01.2018

CUSTOMER SERVICE REPRESENTATIVE

Sprint
01.2010 - 10.2014

ASSOCIATE IN ARTS (A.A.) - HUMAN RESOURCES MANAGEMENT

Houston Community College

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LaPorsha Brown