Open To Work
LaShawn Craddock
Tyler Technologies
Washington,DC
Work Preference
Job Search Status:
Open to work
Work Type
Full TimePart TimeContract Work
Location Preference
RemoteHybrid
Location:
Washington, DCAlexandria, VAArlington, VAOxon Hill, MDFt. Washington, MD
Open to relocation:
Yes
Minimum Desired Compensation
$0/yr
11
Years of experience
Provided dedicated administrative assistance with emphasis on prioritization, multitasking, and consistent project completion with minimal supervision.
Support services professional bringing valuable experience in customer assistance and issue resolution. Consistently ensures team collaboration and meets shifting needs with reliability and adaptability. Possesses strong communication skills and customer-focused approach.
Work History
Support Services Representative
6 Years- Resolved customer support cases through phone, email, and ticket queues with accurate, timely follow-up.
- Diagnosed software issues and guided clients through application navigation, troubleshooting, and configuration steps.
- Documented case details, resolutions, and escalations in ticketing systems to maintain clear service history.
- Coordinated with internal teams to route complex issues and accelerate problem resolution.
- Maintained service quality by prioritizing urgent requests and managing multiple workloads simultaneously.
- Enhanced customer satisfaction by efficiently addressing and resolving support issues.
- Acted as a liaison between customers and internal departments such as sales, billing, or technical teams when necessary for issue resolution.
- Contributed to increased customer retention rates by providing exceptional service.
- Adapted communication style based on individual customer needs, resulting in higher levels of satisfaction across a diverse clientele.
- Maintained accurate records of customer interactions, ensuring proper documentation for future reference.
Talent Acquisition Analyst
6 Months- Pre-screened an average of 70 potential candidates by evaluating email submissions daily
- Coordinated travel arrangements for candidates: booking flights, pick up and drop off arrangements and lodging
- Maintained schedule for hiring managers using google calendar, increasing communication efficiency by 100%
- Streamlined the scheduling process for candidates in corporation with co-workers, resulting in 95% increase outreach efforts
Customer Care Associate
7 Months- Responded promptly to an average 75 customer inquiries on bills and complaints
- Coordinated with partnering agencies to resolve customer issues, increasing issue resolving result to 90% success rate
- Processed and set up payment deferrals and installment plans which resulted in a decrease in the disconnection of customers’ water services and a reduction of company overtime hours
- Ensured compliance with DC water regulations by diligently processing requests for final bills for sold and transferred properties
Customer Service Representative
3 Years 1 Month- Fielded 75-100 participant calls daily on issues related to pension benefits utilizing CRM database and written materials to research pension information and address participant inquiries
- Verified and updated customer demographics with less than 2% error rate
- Conducted benefit eligibility searches for missing pensions
- Maintained a quality assurance score of above 90% and was selected as part of a small group to train and mentor new customer service representatives.
Education
Bachelor of Science - Criminal Justice
Associates Degree
Skills
Microsoft Office Suite
CRM Databases
ADP Payroll
Verbal and Written Communication
Customer Service
Organization and attention to detail
Remote support
Call center experience
Dispute resolution
Escalation management
Adaptability and flexibility
Timeline
Support Services Representative
Tyler Technologies
01.2020 - 01.2026Read More
Talent Acquisition Analyst
BAE Systems
01.2019 - 07.2019Read More
Customer Care Associate
DC Water and Sewer Authority
05.2018 - 12.2018Read More
Customer Service Representative
General Dynamics
10.2014 - 11.2017Read More
Trinity Washington University
Associates Degree
Read More
Trinity Washington University
Bachelor of Science from Criminal Justice
Read More