LaPorsha Thomas
Houston,Texas
Summary
My objective is to obtain a challenging position with a company, which will allow me to use my various skills to the best of my ability. I am also seeking stability and advancement.
Overview
11
11
years of professional experience
Work History
IPL Agent
Beyond Finance
Houston, Texas
04.2023 - 11.2023
- Made outbound calls to customers who are already enrolled in out debt consolidation program to discuss eligibility for our graduation loan.
- Answered inbound calls and answered any general questions in regards to the customer's debt consolidation account.
- Adhere to meeting an application rate of 85% and above as well as having a quality score of 98% and above.
- I left voicemails for eligible customers
- Followed up with customers who were originally not interested.
- Completed applications with interested customers/transferred call to closer once the application is complete.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Maintained updated knowledge through continuing education and advanced training.
- Worked with cross-functional teams to achieve goals.
GCX Payment Teammate 1
ebay
Houston, Texas
12.2021 - 11.2022
- I provide customer service via chat, email
- I also take inbound calls and make outbound calls
- Assist sellers with registering to sale at eBay and completing the verification process
- Meet sales goal of 75% and above
- Assist with technical issues
- Assist buyer with general questions about the website
- Assist customers with payment disputes, returns, and embg claims
- Assist sellers with any questions in relation to shipping, managing bidders and buyers and completing sales
- Assist sellers with marketing strategies.
Telephone Operator
Texas Oncology
Houston, Texas
01.2021 - 03.2021
- Answers incoming calls and communicate with clients with respect, courtesy, empathy tact, and professionalism
- Cold calling potential patients and turning them into new patients
- Preforms notice quality review activities when assigned
- Researches and resolves customer issues
- Performs data entry in the Customer Relationship Management System (CRM)
- Documents phone calls, emails, chats, and actions taken in the CRM
- Records individual completed daily work statistics
- Troubleshoots situations accurately, quickly, and efficiently for customers on the phone
- Maintains an above average attendance record
- Follows established standard operating procedures
- Performs other tasks as assigned.
Patient Access Representative (call center)
memorial hermann
Houston, Texas
10.2017 - 12.2020
- Schedules patient appointments and enters required information in the computer system in an accurate and timely manner
- Obtains demographic, insurance and financial information from patient or guarantor.
Customer Service Specialist
I Drive Safely
Houston, Texas
06.2012 - 03.2017
- Take escalated Supervisor calls that are transferred from CSR
- Meet customer retention goal of 90% and above
- Respond to emails
- Respond to chats
- Respond to calls in a high call volume setting
- Troubleshoot and resolve issues
- Process credit/debit card information/sales/process orders
- Respond to voicemails
- Assist student with technical support and critical issues
- Make outbound calls/receive inbound calls
- Assist CSR
- Verify important documents for eligibility purposes.
Education
High School Diploma -
Alief Taylor High SCHOOL
Skills
- 13 years of call center experience
- 15 years of customer service experience
- Proven ability to answer over one hundred calls daily
- 9 years of sales experience
- Critical Thinking
- Proficient in using the company’s database software for data entry purposes
- Highly skilled in verifying pricing and products
- Proven ability to troubleshoot and resolve issues
- Team Player
- Proficient in Microsoft (word, access, excel, etc)
- Ability to type 60wpm
References
Available upon request
Timeline
IPL Agent
Beyond Finance
04.2023 - 11.2023
GCX Payment Teammate 1
ebay
12.2021 - 11.2022
Telephone Operator
Texas Oncology
01.2021 - 03.2021
Patient Access Representative (call center)
memorial hermann
10.2017 - 12.2020
Customer Service Specialist
I Drive Safely
06.2012 - 03.2017
High School Diploma -
Alief Taylor High SCHOOL
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