LaShawn Bowens
Oak Park
Summary
Human Resource Development student leveraging an extensive foundation in high-volume customer service excellence and a passion for employee advocacy. Adept at resolving complex interpersonal dynamics and cultivating supportive, high-performing organizational cultures.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Home Depot
Atlanta, GA
08.2025 - Current
- Resolved customer inquiries and complaints efficiently, ensuring satisfaction and loyalty.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Home Health Aide
MDHHS
11.2015 - Current
- Provide comprehensive personal care and advocacy for clients, ensuring safety, hygiene, and strict adherence to healthcare protocols.
- Manage complex logistics, including medical transportation and ambulation routines, to support and maintain client independence.
- Monitor physical and emotional changes, serving as a vital link between clients and healthcare supervisors.
Disability Representative
SEDGWICK CMS
05.2023 - 05.2025
- Managed end-to-end disability claim lifecycles, ensuring all documentation met strict federal and state compliance standards.
- Interpreted complex benefit plans and applicable laws (FMLA/ADA) to provide clear, actionable guidance to claimants and providers.
- Maintained meticulous digital records and communication logs to ensure audit readiness and transparency.
Senior Customer Service Representative
METLIFE
01.2020 - 01.2023
- Focused on complex life insurance inquiries, including beneficiary designations and the processing of death benefits.
- Handled high-priority customer interactions with tact, diplomacy, and a focus on empathetic problem-solving.
- Consistently met and exceeded performance goals related to accuracy and customer satisfaction surveys.
- Maintained thorough records of inquiries and transactions to support long-term company growth and audit readiness.
Customer Service / QA Auditor
APPLEONE (Contracted to MetLife)
08.2019 - 01.2020
- Assisted applicants with the application process for supplemental life benefits and answered technical product questions.
- Conducted audits of quality assurance reports to ensure completeness and accuracy of call center data.
- Developed detailed documentation of audit findings and provided actionable recommendations for process improvements.
Education
Bachelor of Science - Human Resource Development
Oakland University
Rochester, MI07-2028
Associate Degree - General Studies
Oakland Community College
Southfield, MI05-2025
Skills
- Technical Proficiency: Salesforce, Microsoft Office Suite, Document Management Systems, Quality Assurance Auditing
- HR & Compliance: FMLA/ADA Knowledge, Benefit Explanations, Regulatory Compliance, Claims Management
- Interpersonal Skills: Conflict Resolution, Case Management, Employee Advocacy, Professional Communication
Certification
- Licensure: Notary Public – Michigan Secretary of State.
- Healthcare Certifications: Home Health Aide (HHA)
Timeline
Customer Service Representative
Home Depot
08.2025 - Current
Disability Representative
SEDGWICK CMS
05.2023 - 05.2025
Senior Customer Service Representative
METLIFE
01.2020 - 01.2023
Customer Service / QA Auditor
APPLEONE (Contracted to MetLife)
08.2019 - 01.2020
Home Health Aide
MDHHS
11.2015 - Current
Associate Degree - General Studies
Oakland Community College
Bachelor of Science - Human Resource Development
Oakland University