Summary
Overview
Work History
Education
Skills
Timeline
Generic

Laquanda Brown

Conway,AR

Summary

Driven by a strong problem-solving aptitude and exceptional organizational skills, I consistently exceeded performance targets at Walmart by implementing preventive measures to reduce future complaints. My ability to foster teamwork and collaboration, coupled with advanced de-escalation techniques, has enhanced client satisfaction across roles, showcasing my dedication to results and professional ethics.

Overview

15
15
years of professional experience

Work History

Resolution Specialist 3

Walmart
09.2022 - Current
  • Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
  • Maintained detailed records of all interactions and resolutions for future reference and analysis purposes, improving overall efficiency in handling similar cases down the road.
  • Managed high volumes of customer inquiries for efficient resolution, enhancing overall client experience.
  • Coordinated with internal departments as needed to gather information on each individual case, facilitating a more accurate and timely response.
  • Utilized advanced problem-solving abilities to identify creative solutions for atypical client concerns.
  • Exceeded performance targets consistently by prioritizing workload effectively and managing time efficiently during periods of high call volume or complex caseloads.
  • Conducted thorough follow-ups with customers post-resolution to ensure satisfaction and identify any opportunities for further improvement in the service provided.
  • Assisted colleagues in navigating challenging situations by sharing expertise and offering guidance when requested or needed.

Teacher's Assistant

A Mother's Touch Education and Care Center
03.2017 - Current
  • Kept classrooms clean, neat, and properly sanitized for student health and classroom efficiency.
  • Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
  • Supported student learning objectives through personalized and small group assistance.
  • Worked with lead teacher to monitor class schedule and take attendance.
  • Maintained safety and security by overseeing students in recess environments.
  • Collaborated with teachers for lesson preparation by preparing materials and setting up equipment.

Customer Service Associate II

FIS
12.2019 - 05.2021
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
  • Maintained a high level of product knowledge, providing accurate information to customers.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
  • Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
  • Developed strong relationships with clients through attentive listening and empathetic understanding of their needs.
  • Managed high call volume with exceptional time management skills, minimizing wait times for customers.
  • Handled billing and payment issues by following guidelines and resolving disputes.

Massage Therapist

Massage Envy
08.2015 - 01.2019
  • Provided safe, effective, and appropriate massage therapy techniques during customer appointments.
  • Increased client satisfaction by providing exceptional service and maintaining a clean, comfortable environment.
  • Developed and maintained positive relationships with clients through professional communication and follow-up to increase satisfactions and build rapport.
  • Enhanced client relaxation by utilizing a variety of massage techniques tailored to individual needs.
  • Demonstrated knowledge of anatomy and physiology to better understand body and inform massage techniques.
  • Created comfortable and professional environment for clients by setting up massage tables and preparing treatment area.
  • Booked appointments, answered phones, greeted clients, handled payments, and created client service tickets.
  • Provided clear, concise instructions to clients to prepare for massage services.
  • Utilized deep tissue, Swedish and myofascial massage therapy techniques to provide options to customers.
  • Achieved high levels of customer satisfaction with empathetic listening skills and clear communication about treatment plans.
  • Ensured client safety by adhering to strict hygienic practices and proper draping techniques.

Order Filler

Dillard's
10.2013 - 01.2014
  • Facilitated smooth operations during peak periods, effectively handling increased workload without compromising quality or timeliness of deliveries.
  • Contributed to a safe working environment by adhering to strict safety protocols during all tasks.
  • Implemented effective time management strategies, significantly increasing productivity within tight deadlines.
  • Demonstrated adaptability and flexibility in response to changing demands or priorities, effectively navigating challenges while maintaining a high level of productivity.

Sales Associate

Victoria Secret
04.2009 - 02.2013
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
  • Built relationships with customers to encourage repeat business.
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Rotated stock and restocked shelves to maintain product availability and store appearance.
  • Engaged with customers to build rapport and loyalty.
  • Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
  • Solved customer challenges by offering relevant products and services.
  • Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.

Education

Certificate Of Completion - Business

Spelman Collage
Atlanta, GA
2023

Massage Therapy

Heritage Collage
Little Rock, AR
2016

Cometology

Paul Mitchell Imagine
North Little Rock, AR
2012

Skills

  • De-Escalation Techniques
  • Assertiveness
  • Conflict resolution skills
  • Document Preparation
  • Information Collection
  • Professional ethics understanding
  • Teamwork and Collaboration
  • Problem-Solving
  • Time Management
  • Attention to Detail
  • Problem-solving abilities
  • Multitasking Abilities
  • Reliability
  • Organizational Skills
  • Active Listening
  • Effective Communication
  • Self Motivation
  • Analytical Thinking
  • Problem-solving aptitude

Timeline

Resolution Specialist 3

Walmart
09.2022 - Current

Customer Service Associate II

FIS
12.2019 - 05.2021

Teacher's Assistant

A Mother's Touch Education and Care Center
03.2017 - Current

Massage Therapist

Massage Envy
08.2015 - 01.2019

Order Filler

Dillard's
10.2013 - 01.2014

Sales Associate

Victoria Secret
04.2009 - 02.2013

Certificate Of Completion - Business

Spelman Collage

Massage Therapy

Heritage Collage

Cometology

Paul Mitchell Imagine

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Laquanda Brown