Laquita Lewis
Thomasville,NC
Summary
Call center professional skilled in team leadership and operational excellence. Proven ability to enhance team performance and customer relations. Focus on collaborative efforts and adaptability to meet shifting demands and achieve targets. Recognized for effective communication and conflict resolution abilities.
Overview
15
15
years of professional experience
Work History
Remote Call Center Team Leader
Randstad
08.2021 - 09.2024
- Took on role as Team Leader for a team of 20+ Customer Service Reps
- Complete Payroll and Productive Billing
- Listened to calls and completed call evaluations/quality for Customer Care Reps
- Check and respond to emails concerning Customer Care Reps and other work-related deliverables
- Requested and granted system access to Customer Care Reps as needed
- Check for workflow completion daily, follow up as needed for Customer Care Reps
- Scheduled and conducted coaching sessions with Customer Care Reps to review their overall performance, discuss goals, listen to calls together, and addressed any performance concerns as needed
- Touch base quality management for quality performance feedback for Customer Care Reps
- Connect with onsite/virtual manager daily to discuss and review Customer Care Reps performance and trends
- Communicate any power/internet outages to the aligned Manager/Operations Chat
- Assist Customer Care Reps when unavailable due to system issues
- Act as a liaison between Customer Care Reps and Leadership as needed to escalate IT issues
- Work with IT to assist Customer Care Reps with technical issues
- Collaborated with other departments to resolve complex customer issues, ensuring overall company success and client satisfaction.
- Partnered with management on strategic initiatives aimed at enhancing overall business effectiveness through improved customer engagement and team performance.
- Requested team member feedback regarding existing operations and analyzed findings to improve policies and procedures.
Health Advisor
United Health Care
08.2018 - 08.2021
- Reviewed previous invoices to determine status of needed revisions
- Re-allocate charge and processing codes accordingly
- Allocate and apply Subsidies as determined by manual calculations
- Apply and charge rates and codes accordingly
- Allocate additional discounts and/subsides as determined by processing charge codes
- Update previous invoice system with revised invoices
- Handled more than 50 daily inbound calls from health plan customers.
- Maintained full and current understanding of available plans, products and services.
- Assisted individuals, families and small businesses with acquiring health, vision, life and dental insurance.
- Resolved problems related to benefits, eligibility and claims.
Customer Service Representative (Call Center)
Duke Energy
03.2014 - 06.2018
- Assist customers with their electricity bills and billing questions
- Provide callers with information concerning their accounts
- Transferred callers to the correct department for further assistance
- Informed customers about assistance agencies and other resources
- Utilized multiple computer systems
- Processed payments and scheduled service requests
- Calmed irate callers, repaired trust/rapport with customers
- Set up payment arrangements/extensions for the customers
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Customer Service Representative (Call Center)
Sears Holdings
10.2011 - 01.2014
- Sold protection agreements (insurance) on major appliances
- Mailed or emailed the customers copies of their protection agreements
- Explain to customers how their protection agreements will benefit them
- Informed callers on what their protection agreements will or will not cover
- Helped customers feel confident in Sears appliances and the insurance the company provides for their appliances
- Handled inbound calls (incoming calls)
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
Telephone Sales Associate (Call Center)
Jones Retails Corporation
12.2009 - 07.2011
- Handled both inbound and outbound calls
- Assist customers with retail products inquiries and selections
- Thoroughly explained product features, benefits, and pricing to the customers
- Navigated multiple screens
- Resolved any complaints or issues regarding products
- Issued replacements and refunds for products
- Built relationships with customers to encourage repeat business.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Answered customer questions about sizing, accessories, and merchandise care.
- Solved customer challenges by offering relevant products and services.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
Education
High School -
Scotts Branch High
Summerton, South Carolina06-2007
Skills
- Microsoft office proficiency
- Excellent communication and leadership skills
- Strong ability to multi-task
- Team leadership/supervisor experienced
- Problem Solving skills
- Exceptional listening skills
- Good PC skills, MS excel
- Decision-making skills
- Organizational and time management skills
- Active Listening skills
- Patience
- Empathy
- Clear communication skills
Languages
English
Full Professional
Timeline
Remote Call Center Team Leader
Randstad
08.2021 - 09.2024
Health Advisor
United Health Care
08.2018 - 08.2021
Customer Service Representative (Call Center)
Duke Energy
03.2014 - 06.2018
Customer Service Representative (Call Center)
Sears Holdings
10.2011 - 01.2014
Telephone Sales Associate (Call Center)
Jones Retails Corporation
12.2009 - 07.2011
High School -
Scotts Branch High
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