Summary
Overview
Work History
Education
Skills
Timeline
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LaShana McGrew

Las Vegas,NV

Summary

Personable and dedicated Customer Service Representative with extensive experience in Customer Service industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

9
9
years of professional experience

Work History

Client Service Representative

Arthur J. Gallagher
12.2022 - Current
  • Provide support to local GBS office by completing and adhering to CSO processes and ad hoc administrative tasks as needed and directed
  • Support the Client Service Cycle with oversight from experienced team members to ensure a seamless renewal process and retain the business
  • Study and apply Gallagher's resources, available tools, established work products and knowledge to maximize efficiency and effectiveness in client deliverables
  • Support resolution of service-related issues inn partnership with experienced team members
  • Maintain proficiency in all GBS Professional Standards, including Peer Review policy
  • Develop strong oral and written communication skills, demonstrated through the ability to effectively participate on client calls and correspond via email
  • Delivered high level of service to clients to both maintain and extend relationships for future business opportunities.
  • Followed up with customers through calls and emails to proactively resolve issues and maintain satisfaction.

Tier 3 Customer Service/Dispute Resolution Specialist

Expedia Group
03.2019 - 09.2020
  • Lead the resolution service issues on all contact center escalations from online (voice & chat) and offline (Service Requests) sources
  • Research, analyze and resolve customer issues in an accurate and timely manner by using appropriate tools and resources to assess situations and create resolutions, while maintaining ownership of the issue
  • Research and analyze data from various sources and tools - especially GDS (Airline Computer Reservation Systems) to close customer and supplier issues
  • Assist in the development, testing, and communication of operational policies and procedures
  • Identify service problems and conduct root cause analysis whilst signposting possible solutions
  • Establish and maintain positive working relationships with agents, peers, management, corporate, network, co-workers, and partners
  • Flexible approach to ensure established service levels are always achieved
  • Must maintain up-to-date Customer Support Agent skill set
  • Must have proficiency of payment processing and reconciliation systems and tools
  • Must maintain confidentiality
  • Team player within the Global Service Delivery Tier 3 team
  • Other duties and projects as assigned

Tic Board/Credit Manager

Vacation Village Resorts
09.2014 - 06.2019
  • Heavy call volume, include making & receiving phone calls from citizens regarding stay packages.
  • Coordinate packages with other sister properties; scheduling for vacation.
  • Filing paperwork & follow up on leads which results in bookings.
  • Accounting, payroll, & issuing checks to employees.
  • Record keeping & data entry of bookings.
  • Credit approvals & handling; accepts & processes payment for services & bookings to provide customers with receipts & proof of payment.
  • Performs routine record keeping duties such as filing, distributing mail, maintaining activity logs, & keeping records of referrals from sister properties.
  • Keeps track of commission for employees booking the different resort properties day/night.

Education

High School Diploma -

Cimarron Memorial High School
Las Vegas, NV
06.2013

Skills

  • Credit card payment processing
  • Quality assurance controls
  • Call Center Operations
  • Inbound and Outbound Calling
  • High-energy attitude
  • Microsoft Office expertise
  • Technologically savvy
  • Office equipment proficiency
  • Customer relations
  • Reflective listening skills
  • Proven customer service skills
  • Tolerant & flexible, adjusts to different situations

Timeline

Client Service Representative

Arthur J. Gallagher
12.2022 - Current

Tier 3 Customer Service/Dispute Resolution Specialist

Expedia Group
03.2019 - 09.2020

Tic Board/Credit Manager

Vacation Village Resorts
09.2014 - 06.2019

High School Diploma -

Cimarron Memorial High School

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LaShana McGrew