Summary
Overview
Work History
Education
Skills
Timeline
Generic
LaSaunya Ward

LaSaunya Ward

Customer Service Representative
Killeen,TX

Summary

Detail-oriented professional with excellent communication and project management abilities. Demonstrated capacity to handle multiple tasks efficiently in fast-paced settings. Acknowledged for proactive problem-solving skills and dedication to process optimization and team goals. Highly respected for delivering exceptional client support, resulting in consistently high levels of customer satisfaction and loyalty.

Overview

8
8
years of professional experience
5
5
years of post-secondary education

Work History

Ambassador

Activus Connect
Remote, USA
05.2021 - 02.2025
  • Direct management of excess of 200 applications per day.
  • Utilized electronic systems to enter data.
  • Ensured accurate data entry into client management systems.
  • Represented in professional manner at all times.

Travel Agent

Evolution Travel
Remote, USA
03.2023 - 09.2023
  • Arranged travel accommodations for groups, couples, executives, and special needs clients.
  • Increased client satisfaction by creating customized travel itineraries tailored to individual preferences and needs.
  • Provided exceptional customer service by promptly addressing concerns and resolving issues, leading to positive reviews and recommendations from satisfied clients.
  • Maintained high standards in managing sensitive information.
  • Arranged airfare, hotel stays and rental car reservations
  • Enhanced customer satisfaction by offering competitively priced travel options
  • Continually researched new travel destinations and attractions.
  • Fostered positive relationships with airlines, hotels, and tour operators, enhancing service offerings and client experiences.

Member Service Representative

BroadPath Healthcare
Remote, USA
11.2020 - 05.2021
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Delivered prompt service to prioritize customer needs.
  • Adhered to all applicable policies, procedures, regulations, and laws.
  • Researched complex issues related to accounts or services provided by organization.
  • Attended training sessions regularly to stay abreast of changes in company policies or procedures.
  • Assisted colleagues with tasks as needed during peak times of activity.
  • Acquired expertise in product and service information, ensuring accurate answers to diverse questions.
  • Maintained positive attitude while managing high customer volume each day.
  • Verified customer identification and documentation for transactions.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
  • Managed over 80 calls per day.

Technical Support Representative

Conduent Call Center
Remote, USA
04.2020 - 10.2020
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Researched product and issue resolution tactics to address customer concerns.
  • Documented support interactions for future reference.
  • Monitored systems in operation and quickly troubleshot errors.
  • Diagnosed hardware, software, and network issues.
  • Delivered technical support through telecommunication.
  • Assisted customers with installation of new hardware and software applications.
  • Maintained detailed records of customer interactions and transactions.
  • Diagnosed system errors and implemented solutions to resolve them.
  • Managed over 75 calls per day.
  • Documented customer interactions in detail within case management systems, ensuring comprehensive records were maintained for future reference
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions

Member Service Representative

Ttec (TeleTech) - HealthCare Solutions
Temple, TX
06.2017 - 12.2018
  • Studied and retained comprehensive knowledge of product details
  • Demonstrated commitment to positive customer interactions and service excellence
  • Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Promptly responded to inquiries and requests from prospective customers.
  • Provided support to members regarding account inquiries, processing transactions, and resolving issues.
  • Answered incoming calls regarding membership benefits and services.
  • Handled customer complaints in efficient and courteous manner.
  • Maintained accurate records of member interactions and transactions.
  • Adhered to all applicable policies, procedures, regulations, and laws.
  • Managed customer conflicts and challenging situations by staying calm and accessing internal knowledge bases to develop strategic solutions.
  • Handled upwards of 80 calls per day.

Education

Certificate - Medical Assisting

Everest Institute
Austin, TX
01.2013 - 02.2014

High School Diploma -

Snyder High School
Snyder, TX
08.1982 - 05.1986

Skills

Customer-Centric Approach

Analytical Problem-Solving

Analytical Thinking

Strong Oral Communication Skills

Detail-Oriented Data Entry

Strong Focus on Accuracy

Self-Motivated Work Style

Effective Time Management

Effective Team Collaboration

Product Knowledge

Customer Engagement

Organizational Skills

Relationship Building

Adaptability and Flexibility

Ability to Meet Deadlines

Strong Organizational Skills

Timeline

Travel Agent

Evolution Travel
03.2023 - 09.2023

Ambassador

Activus Connect
05.2021 - 02.2025

Member Service Representative

BroadPath Healthcare
11.2020 - 05.2021

Technical Support Representative

Conduent Call Center
04.2020 - 10.2020

Member Service Representative

Ttec (TeleTech) - HealthCare Solutions
06.2017 - 12.2018

Certificate - Medical Assisting

Everest Institute
01.2013 - 02.2014

High School Diploma -

Snyder High School
08.1982 - 05.1986
LaSaunya WardCustomer Service Representative