Laquavaughn Stepp
Bowling Green,KY
Summary
- Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Hardworking and passionate job seeker with strong organizational skills. Ready to help team achieve company goals.
- Industry Subject Matter Expert providing advanced technical knowledge and analysis of highly specialized applications and operational environment. Perform complex functional systems analysis, design, training and implementation advice on complex problems, including esoteric problems requiring extensive knowledge of subject matter.
Overview
9
9
years of professional experience
Work History
Senior SME Team Leader
Afni
06.2021 - Current
- Enhanced team productivity by implementing efficient workflow processes and resource allocation strategies.
- Developed a positive work culture within the team, fostering open communication and collaboration among members.
- Streamlined project management by adopting effective delegation techniques and setting clear goals for team members.
- Increased customer satisfaction levels by ensuring timely delivery of high-quality products and services.
CCC Mentor - Core
Afni Inc.
10.2020 - 12.2020
- Strengthened team dynamics through regular feedback sessions, resulting in increased productivity and improved performance.
- Reduced project timeline for successful delivery by closely monitoring progress and proactively addressing potential delays.
- Assisted in budget management to ensure cost-effective allocation of resources while maintaining high-quality outputs.
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Collaborated with cross-functional teams to ensure seamless delivery of services, resulting in higher client satisfaction levels.
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
CCC Mentor - Care
Afni
10.2019 - 06.2021
- Offered constructive feedback on mentee progress, enabling them to refine their skills and enhance their potential.
- Organized workshops and events that catered to the specific needs of the mentoring program participants.
- Provided guidance on stress management and grounding techniques to reduce overwhelm.
- Encouraged open dialogue between all parties involved in the mentoring process; fostered an inclusive atmosphere where diverse perspectives were valued.
- Maintained up-to-date knowledge of industry trends, ensuring relevance of advice provided to mentees in an ever-changing landscape.
DTI Specialist
Afni
08.2017 - 10.2019
- Managed Verizon's device trade in program, including working with different leadership of the client and on-site agents for evaluations of promotions for customers account, and internal audits.
- Enhanced team productivity by streamlining processes and implementing time-saving strategies.
- Developed strong client relationships through consistent communication and attentive service.
- Transformed underperforming departments with strategic planning efforts focused on process improvement.
- Championed the adoption of new software tools that streamlined workflows across multiple departments.
- Analyzed marketing data and trends to identify opportunities for improvement.
- Generated reports detailing findings and recommendations.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Maintained database systems to track and analyze operational data.
Project Coach
Afni
01.2016 - 08.2017
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement
- Executed Monthly Performance Plans with representatives to identify production gaps.
- Boosted player confidence through personalized training sessions and continuous feedback.
- Improved team cohesion by organizing regular bonding activities and fostering a supportive environment.
- Improved project outcomes by implementing effective coaching strategies and fostering a collaborative team environment.
- Developed customized coaching plans for individual team members based on their unique strengths, weaknesses, and growth opportunities.
- Partnered with project team members to identify and quickly address problems.
- Planned, executed, and controlled assigned projects, ensuring work performed complied with contractual requirements.
- Updated customers and senior leaders on progress and roadblocks.
- Met with manager weekly to provide detailed project report and milestone updates.
Customer Service Representative
Afni
05.2015 - 01.2016
- Offered advice and assistance to customers, paying attention to special needs or wants
- Evaluated account and service histories to identify trends, using data to mitigate future issues
- Responded to customer requests for products, services and company information
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
Education
Diploma -
Christian County High School
Hopkinsville, KY05.2013
Skills
- Customer Service
- Critical thinking
- Computer skills
- Conflict resolution
- Cultural awareness
- MS Office
- Coaching and Mentoring
- Training and mentoring
- Attention to Detail
- Strong analytical skills
- Teamwork and Collaboration
- Written Communication
- Task Prioritization
- Goal Setting
- Time management abilities
- Multitasking
Timeline
Senior SME Team Leader
Afni
06.2021 - Current
CCC Mentor - Core
Afni Inc.
10.2020 - 12.2020
CCC Mentor - Care
Afni
10.2019 - 06.2021
DTI Specialist
Afni
08.2017 - 10.2019
Project Coach
Afni
01.2016 - 08.2017
Customer Service Representative
Afni
05.2015 - 01.2016
Diploma -
Christian County High School