LaShauntee Gaston
Fort Worth,TX
Summary
Driven Customer Service Representative with 8+ years of experience providing information about services and products to customers. Skilled in assessing customer needs, generating leads and handling customer complaints and concerns. Outstanding communicator offering strong phone etiquette and active listening skills.
Overview
12
12
years of professional experience
Work History
Hairstylist
Touched by Nay
Fort Worth, TX
07.2020 - Current
- Greeted customers, answered phones and booked appointments.
- Provided consultations to clients about their desired hairstyle and hair care needs.
- Educated clients on proper home hair care maintenance techniques.
- Developed relationships with new clients through referrals from existing customers.
- Shampooed, conditioned, cut, colored and styled hair according to client's instructions.
Tier 2 Customer Service Representative
Walmart.com
Fort Worth, TX
10.2016 - 07.2020
- Received transferred calls from Tier 1 agents to further assist and resolved the customer issues.
- Use techniques that will leave an impeccable first impression.
- Maintain an average call handle time of 5 minutes.
- Track and canceled orders. Issued discounts and adjustments if applicable.
- Maintained an 95% average for customers feedback surveys.
- Document call-related information for auditing and reporting purposes.
- Navigated between 5 different systems.
- Maintained typing speed of 50 to 70 WPM.
- Entered data from source documents into computer system with accuracy and speed.
- Provided technical assistance to customers with product setup and usage.
- Demonstrated excellent communication skills when handling difficult customer service situations.
- Assisted customers with troubleshooting website navigation issues.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Customer Service Representative
Xerox
Arlington, TX
03.2014 - 10.2016
- Provided technical assistance to customers through online chat or telephone support.
- Maintained an average call handle time of 7 minutes.
- Adhered to all applicable laws, regulations, policies, and procedures relating to financial services.
- Utilized various software programs including Microsoft Office Suite for data entry purposes.
- Entered data from source documents into computer system with accuracy and speed.
- Updated existing databases with new information as needed.
- Utilized various software programs including Excel to create reports, tables and graphs when needed.
- Organized and managed customer accounts, including opening new accounts, updating existing accounts, and closing inactive accounts.
- Maintained typing speed of 50-70 WPM
- Managed escalations with polite service, knowledgeable support and unsurpassed professionalism to satisfy needs and protect bank reputation.
- Trained and coached less experienced team members in procedures, compliance standards and performance strategies.
Customer Service Representative
Optum, UnitedHealth Group
Dallas, TX
08.2012 - 03.2014
- Provided technical support to physicians by answering questions about product features, benefits, and uses.
- Navigated between six different systems.
- Updated customer information in CRM database daily to document latest interactions and activity.
- Cultivated professional client relationships by asking appropriate questions, identifying needs and providing insightful information regarding products.
- Reviewed and updated account information in company computer system.
- Maintained logs of activities and completed work.
- Exceeded quality goals to support team productivity.
Education
Associate of Science - Science Education
North Lake College
Irving, TX06-2015
Skills
- Excellent oral and written communication skills
- Professional and courteous
- Exceptional listening/comprehension skills
- Strong computer navigational skills
- Familiarity with Microsoft Office applications (Word, Excel)
- 8 years of customer service experience
- Punctual and dedicated
- Flexibility in schedule availability
- Reliable Attendance
- Ability to prioritize work
Timeline
Hairstylist
Touched by Nay
07.2020 - Current
Tier 2 Customer Service Representative
Walmart.com
10.2016 - 07.2020
Customer Service Representative
Xerox
03.2014 - 10.2016
Customer Service Representative
Optum, UnitedHealth Group
08.2012 - 03.2014
Associate of Science - Science Education
North Lake College