Summary
Overview
Work History
Education
Skills
Timeline
Generic

LASHAWN BUSANO

Tampa,Fl

Summary

To obtain a position as an entry-level employee, utilizing my education and experience to be of great benefit to your company. Personable and dedicated Customer Service Representative with extensive experience in Financial 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

15
15
years of professional experience

Work History

Team Leader

PSCU
, FL
02.2021 - Current
  • Offered training and support to keep team members motivated and working toward objectives.
  • Delegated daily tasks to team members to optimize group productivity.
  • Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
  • Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
  • Reviewed completed work to verify consistency, quality and conformance.
  • Fostered positive employee relationships through communication, training and development coaching.
  • Mentored newly hired employees on machine operations and implemented training on safety procedures to prevent injuries.

Customer Service Representative Specialist

Bank of America
, FL
02.2015 - 02.2021
  • Maintain a high-volume workload within a fast-paced environment
  • Handle delicate situations, such as – customer requests, special needs and complaints
  • Determine the needs and desires of the customers
  • Handle inbound calls from prospective clients and tried to turn those prospects into paying customers
  • Address customer service inquires in a timely and accurate fashion
  • Provide accurate and appropriate information in response inquires
  • Collect customer feedback and process changes to exceed customer satisfaction
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.

Customer Service Representative

CDK Global
Valdosta, GA
02.2015 - 03.2019
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Educated customers on special pricing opportunities and company offerings.
  • Made outbound calls to obtain account information.
  • Mentored new employees on procedures and policies to maximize team performance.

Office Manager

Simtech Auto Repairs
, NY
01.2014 - 03.2015
  • Overseen reception area, including greeting visitors and respond to telephone and in-person requests for information
  • Manage the day to day calendar for the company’s chief administrator
  • Presented excellent customer service and cash handling skills
  • Responsible for stocking and reordering supplies and sales orders
  • Exceptional ability to create work orders and enter data in company management computer system
  • Reviewed and submitted staff proposals for modification to customers
  • Resolved customer complaints
  • Managed office inventory and placed new supply orders.
  • Monitored payments due from clients and promptly contacted clients with past due payments.
  • Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
  • Oversaw receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.
  • Managed, scheduled and coordinated office functions and activities for employees.
  • Elevated customer satisfaction ratings by promptly resolving client and case issues.

Teacher

ABC Learning Center
, FL
03.2014 - 07.2014
  • Built and strengthened positive relationships with students, parents and teaching staff.
  • Prepared and maintained classroom environments appropriate for student learning and physical, social and emotional development.
  • Managed student behavior in classroom by establishing and enforcing rules and procedures.
  • Encouraged student critical thinking and discussion using variety of teaching techniques.
  • Prepared and presented lesson plans in academic subjects using traditional and modern teaching techniques.
  • Supervised students throughout day, both in classroom and outside during breaks.

Supervisor

Rainbows
, NY
05.2008 - 07.2011
  • Monitored employee productivity to provide constructive feedback and coaching.
  • Complied with company policies, objectives and communication goals.
  • Coordinated employee schedules according to shift changes and availability.
  • Provided ongoing training to address staff needs.
  • Reviewed completed work to verify consistency, quality and conformance.
  • Established and enforced clear goals to keep employees working collaboratively.
  • Responded to customer questions regarding products, prices and availability.
  • Resolved customer complaints and adjusted policies to meet changing needs.

Education

Associates - Law Enforcement and Leadership

State University of New York
01.2011

Psychology

Ashford University
San Diego, CA

Skills

  • Credit Card Payment Processing
  • Report Generation
  • Verbal and Written Communication
  • Understanding Customer Needs
  • Transaction Processing
  • CRM Software
  • Courteous with Strong Service Mindset
  • Building Customer Trust and Loyalty
  • Upbeat and Positive Personality
  • Efficient and Detail-Oriented
  • Responding to Difficult Customers
  • De-escalation Techniques
  • Customer Account Management
  • Multitasking and Prioritization
  • Creative Problem Solving
  • 55 wpm Typing Speed
  • Issue and Complaint Resolution
  • Quality Assurance Controls

Timeline

Team Leader

PSCU
02.2021 - Current

Customer Service Representative Specialist

Bank of America
02.2015 - 02.2021

Customer Service Representative

CDK Global
02.2015 - 03.2019

Teacher

ABC Learning Center
03.2014 - 07.2014

Office Manager

Simtech Auto Repairs
01.2014 - 03.2015

Supervisor

Rainbows
05.2008 - 07.2011

Associates - Law Enforcement and Leadership

State University of New York

Psychology

Ashford University

Similar Profiles

CREATE PROFILE
LASHAWN BUSANO