Summary
Overview
Work History
Education
Skills
Timeline
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Laquesha Robinson

Carson,CA

Summary

Experienced program coordinator with a strong background in program management, stakeholder engagement, and quality assurance. Adept at fostering collaboration between learners and providers, streamlining workflows, and improving operational processes. Demonstrated success in enhancing customer satisfaction, conducting thorough audits, and leading teams to drive efficiency and ensure compliance. Proven ability to deliver results through strategic planning and effective project management.

Overview

11
11
years of professional experience

Work History

Coach Coordinator

Cell-ED Inc.
04.2021 - Current
  • Provide program guidance on three government contracts via text, email (with an average of 525 emails per week), and phone to over 70 providers each day.
  • Engage directly with learners to facilitate onboarding and ensure thorough comprehension of materials and processes.
  • Developed and maintained positive relationships with learners and providers, fostering trust and loyalty through personalized communication.
  • Collaborate cross-functionally with internal teams to resolve issues and streamline processes related to all contracts.
  • Monitored learner and provider interactions and feedback to identify areas for improvement in program navigation and customer service.
  • Utilized systems and tools to track learner and provider interactions, ensuring accurate and efficient resolution of inquiries and requests.
  • Conduct quality assurance by auditing 13 auditors to ensure compliance and performance standards.

Customer Service Returns Agent

Dermalogica
04.2013 - 05.2021
  • Handled the return process for customers, including issuing return authorizations, processing refunds or exchanges, and updating order statuses.
  • Oversaw the return of products to inventory, ensuring items are inspected, restocked, or disposed of according to company policies.
  • Spearheaded returns team projects, providing training and coaching to peers to optimize processes.
  • Performed audits on co-workers' calls to ensure compliance with company policies, legal regulations, and performance standards.
  • Efficiently managed customer calls, minimizing hold times and consistently meeting departmental performance metrics.
  • Designed and implemented streamlined processes to improve departmental efficiency and productivity.
  • Developed and executed strategies to enhance customer satisfaction by proactively addressing needs and delivering effective solutions.

Education

Child Development

Long Beach City College
Long Beach, CA

Coastline Community College
Fountain Valley, CA

Skills

  • Program Coordination and Oversight
  • Cross-Functional Collaboration and Effective Communication
  • Data Analysis and Reporting
  • Organizational and Time Management Excellence
  • Client-Centered Support and Empathy
  • Process Optimization and Quality Assurance
  • Technical Proficiency and System Integration

Timeline

Coach Coordinator

Cell-ED Inc.
04.2021 - Current

Customer Service Returns Agent

Dermalogica
04.2013 - 05.2021

Child Development

Long Beach City College

Coastline Community College

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Laquesha Robinson