LaSaunya Ward
Killeen,TX
Summary
Dynamic and results-driven Call Center Representative with 15 plus years of experience delivering exceptional customer service in fast-paced environments. Adept at managing high-volume inbound and outbound calls, resolving customer concerns, and providing accurate information to ensure customer satisfaction. Known for strong communication skills, problem-solving abilities, and maintaining a positive attitude even under pressure. Proven ability to meet and exceed performance targets, including call handling time, customer satisfaction, and resolution rates. Eager to contribute to a team-focused environment and support the company's commitment to delivering top-tier service.
Overview
8
8
years of professional experience
Work History
Inbound Sales Representative
Conduent
05.2025 - Current
- Receive inbound calls from customers interested in smart devices or accessories
- Answer questions regarding discounts, financing, or product suitability
- Recommend optimal devices based on customer needs
- Guide callers through the purchase process and ensure satisfaction
- Meet performance targets tied to bonus eligibility
- Worked with multiple means of communication within fast-paced environment.
- Developed and maintained working knowledge of products and services to deliver timely, accurate information.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
Lifeline Application Reviewer
Maximus
02.2025 - 05.2025
- Application Review - Examine applications and supporting documents to verify eligibility for Lifeline/ACP program benefits.
- Compliance Verification - Ensure all applications comply with Lifeline/ACP program rules and federal regulations.
- Data Accuracy - Monitor and verify the accuracy of data entered into to the system.
- Documentation - Maintain detailed records of application reviews, decisions, and any discrepancies identified.
- Communication - Respond to applicant inquiries via notes, providing clear and accurate information.
- Issue Resolution - Identify and resolve discrepancies in application documents, escalating issues as necessary.
- Confidentiality - Maintain confidentiality and security of applicant information.
- Reporting - Prepare and submit reports on application review outcomes and compliance status.
Lifeline Application Reviewer
Activus Connect
05.2021 - 02.2025
- Application Review - Examine applications and supporting documents to verify eligibility for Lifeline/ACP program benefits.
- Compliance Verification - Ensure all applications comply with Lifeline/ACP program rules and federal regulations.
- Data Accuracy - Monitor and verify the accuracy of data entered into to the system.
- Documentation - Maintain detailed records of application reviews, decisions, and any discrepancies identified.
- Communication - Respond to applicant inquiries via notes, providing clear and accurate information.
- Issue Resolution - Identify and resolve discrepancies in application documents, escalating issues as necessary.
- Confidentiality - Maintain confidentiality and security of applicant information.
- Reporting - Prepare and submit reports on application review outcomes and compliance status.
Travel Agent
Evolution Travel
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
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.
- Payment Posting
- Data Entry
Technical Support Representative
Conduent Call Center
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
- Data Entry
Member Service Representative
Ttec (TeleTech) - HealthCare Solutions
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.
- Payment Posting
- Data Entry
Education
High School Diploma -
Snyder High School
Snyder, TX05.1986
Certificate - Medical Assisting
Everest Institute
Austin, TX02.2014
Skills
- Strong Attention to Details
- Strong Analytical Skills
- Technical Proficiency : Familiarity with database management systems and software
- Ability to resolve issues and make correct decisions based on program guidelines
- Strong organizational skills to manage multiple tasks and maintain accurate records
- Strong problem-solving abilities with creative thinking skills
- Self-starter mentality with excellent judgment and initiative
- Excellent active listening and positive communication abilities
- Professional demeanor with strong research habits
- Consistent positive attitude when facing challenges
- Data Entry
- Excellent time management skills
- Expert computer skills
- Ability to work independently without supervision
Personal Information
Title: Customer Service Representative
Timeline
Inbound Sales Representative
Conduent
05.2025 - Current
Lifeline Application Reviewer
Maximus
02.2025 - 05.2025
Travel Agent
Evolution Travel
03.2023 - 09.2023
Lifeline Application Reviewer
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
High School Diploma -
Snyder High School
Certificate - Medical Assisting
Everest Institute
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