Lashandria Morton
Stone Mountain,GA
Summary
Seasoned Customer Service professional with 14 years of experience, adept at managing teams, resolving complex customer concerns, and enhancing operational efficiency. Proven track record in fast-paced environments, including corporate and rental services. Known for fostering teamwork, leading by example, and exceeding performance metrics. Seeking a Customer Service Manager role to leverage expertise in leadership, customer satisfaction, and strategic decision-making.
Overview
11
11
years of professional experience
Work History
Corporate Call Center Agent
Harbor Freight Tools
12.2020 - Current
- Supervise daily call center operations, mentoring team members to meet performance goals
- Handle high-volume inbound and outbound calls efficiently, ensuring prompt resolution of customer inquiries
- Train new hires on scripts and best practices, fostering a culture of excellence
Customer Service Agent
William-Sonoma
10.2018 - 11.2020
- Resolved escalated customer concerns, providing training to team members on resolution techniques
- Led initiatives to improve order processing accuracy, achieving a 15% increase in efficiency
- Collaborated with supervisors to develop team strategies for maintaining client satisfaction
Rental Car Sales Agent
Sixth Rental Car
01.2015 - 12.2017
- Provided comprehensive guidance to customers on rental agreements, ensuring clear understanding of terms
- Implemented vehicle inspection protocols, reducing errors and customer complaints by 20%
- Acted as a point of escalation for complex issues, supporting team success
Customer Service Agent
Carnival Cruise Lines
12.2013 - 12.2015
- Managed a team of agents during peak seasons to ensure seamless operations
- Delivered training sessions on handling customer orders and refund issuance
- Championed service excellence, receiving recognition for achieving the highest satisfaction scores
Education
MBA - Management And Leadership
Atlanta Technical College
Atlanta, GA01.2014
No Degree - Medical Administrative Assistant
Everest College (Med)
Atlanta, GA01.2013
High School Diploma -
Banneker High School
Atlanta, GA01.2010
Skills
- Leadership and Team Building
- Accenting and Bookkeeping Procedures
- American Sign Language
- General Office Management
- Microsoft Office Suite
- Strategic Decision Making
- Training and Mentorship
- Process Improvement
- Team coaching
- Employee motivation
- Staff training
- Recruitment and hiring
- Call monitoring
- KPI tracking
- Call center operations
Timeline
Corporate Call Center Agent
Harbor Freight Tools
12.2020 - Current
Customer Service Agent
William-Sonoma
10.2018 - 11.2020
Rental Car Sales Agent
Sixth Rental Car
01.2015 - 12.2017
Customer Service Agent
Carnival Cruise Lines
12.2013 - 12.2015
High School Diploma -
Banneker High School
MBA - Management And Leadership
Atlanta Technical College
No Degree - Medical Administrative Assistant
Everest College (Med)
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