Lashawn Colston
Mobile,Alabama
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Agero
12.2021 - 08.2023
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- 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.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
ISI Monitor/Tutor
Pascagoula-Gautier School District
06.2018 - 12.2021
- Provided homework assistance using specific curriculum and materials.
- Motivated students towards learning and studying to build self-confidence and reduce fear of failure.
- Collaborated with students to complete homework assignments, identify lagging skills, and correct weaknesses.
- Provided one-on-one tutoring sessions, tailoring instruction to meet the specific needs of each student while promoting independent learning skills
- Reduced classroom disruptions through careful observation and analysis of student behaviors, leading to tailored interventions.
- Provided crisis intervention support during critical incidents, deescalating situations and ensuring the safety of all involved parties.
- Utilized positive reinforcement to maximize desired behavior and educational outcomes.
- Promoted a positive school climate by fostering collaborative relationships between staff members, families, and community partners in support of student success.
Dispatcher
CITY OF PASCAGOULA/POLICE DEPARTMENT
02.2006 - 08.2018
- Handled sensitive situations with professionalism, maintaining confidentiality while collecting necessary information from callers for effective intervention.
- Supported public safety initiatives by gathering relevant data from callers for accurate dispatching of appropriate resources.
- Maintained a high level of accuracy in data entry, ensuring all incident reports were complete and updated.
- Managed multiple communication channels simultaneously, including telephone lines, radio frequencies, and computer-aided dispatch systems for effective coordination among emergency units.
- Maintained high levels of situational awareness during emergency situations, allowing for quick adjustments and accurate updates to responding units as needed.
Job Coach/Special Needs
Singing River Services
08.2004 - 01.2006
- Keep up with developments in area of training by using hands on instructions with client
- Coordinate recruitment and placement of client at job sites
- Monitored client progress and adjusted job coaching strategies to meet needs and navigate challenges.
- Cultivated strong relationships with community organizations and resources to provide additional support services for clients when needed.
- Worked with individuals with special needs to increase social skills and independence.
- Provided emotional support to enhance well-being and coping skills.
Education
High School Diploma -
GULFPORT HIGH SCHOOL
Associate Applied Science -
MISSISSIPPI GULF COAST COMMUNITY COLLEGE
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Complaint Handling
- Money handling abilities
- Microsoft Outlook
- Professional telephone demeanor
- Administrative Support
- Paperwork Processing
Accomplishments
- United States Army Reserve (Inactive)
- Retiree (August 2021)
Certification
Certified Communications Training Officer
Timeline
Customer Service Representative
Agero
12.2021 - 08.2023
ISI Monitor/Tutor
Pascagoula-Gautier School District
06.2018 - 12.2021
Dispatcher
CITY OF PASCAGOULA/POLICE DEPARTMENT
02.2006 - 08.2018
Job Coach/Special Needs
Singing River Services
08.2004 - 01.2006
High School Diploma -
GULFPORT HIGH SCHOOL
Associate Applied Science -
MISSISSIPPI GULF COAST COMMUNITY COLLEGE