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
10
10
years of professional experience
Work History
Tier 2 Customer Service Representative
Walmart.com
10.2020 - 08.2024
- Utilized time management strategies effectively while working remotely.
- Managed high volume of incoming calls for efficient problem-solving and timely support, ensuring positive client experiences.
- Maintained 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.
- Work with confidential customer information and treat it sensitively.
- 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.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Customer Service Representative
Xerox
03.2016 - 10.2020
- 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
08.2014 - 03.2016
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Provided technical support to physicians by answering questions about product features, benefits, and uses.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Updated customer information in CRM database daily to document latest interactions and activity.
- Maintained logs of activities and completed work.
- Exceeded quality goals to support team productivity.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
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
Tier 2 Customer Service Representative
Walmart.com
10.2020 - 08.2024
Customer Service Representative
Xerox
03.2016 - 10.2020
Customer Service Representative
Optum, UnitedHealth Group
08.2014 - 03.2016
Associate of Science - Science Education
North Lake College
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