Lashay Saffold
Macon,GA
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work History
CSR - Customer Service Representative
Ascent Pro Staff
02.2022 - Current
- Assist with additional duties as needed;
- Excellent skills at completing multiple tasks;
- Ability to interact with customers and providing prompt and courteous customer service to all customers in person;
- Completing paperwork accurately and timely;
- Operating a personal computer, wireless equipment, copier and fax
- Dispatching events in a timely manner
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
Administrative Office Manager
The Williams Agency
Macon, GA
03.2019 - 05.2022
- Answer phones and greet visitors
- Schedule appointments and maintain calendars
- Schedule and coordinate staff and other meetings
- Collate and distribute mail
- Maintain Client billing instruction documentation
- Working with CRM systems
- Issuing Invoices
- Create and maintain filing systems, both electronic and physical
- Manage accounts and perform bookkeeping
- Manage emails, letters, packages, phone calls and other forms of correspondence
- Create and update databases and records for financial information, personnel and other data
- Submit reports and prepare proposals and presentations as needed
- Having to think and act both strategically and tactically
- Building and establishing relationships across all levels both within and external
- Delivered performance reviews, recommending additional training or advancements.
- Coordinated internal company-wide meetings, executive committee meetings, conferences and staff meetings.
Emergency Roadside Dispatcher
GEICO
Remote
01.2020 - 07.2021
- Evaluating needs of inbound callers and attempting to diagnose issues over the phone
- Rerouting drivers to authorized repair facilities
- Arranging roadside assistance, if necessary
- Communicating service disruptions to Operations so that alternative delivery plans can be arranged
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Identifying warrantable repairs and file claims with the appropriate vendor(s) or manufacturers
- Find out where motorists are stranded and collect details about their disabled vehicles
- Ability to talk with motorists in a clear and courteous manner.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Coordinated repairs to vehicles to maintain fleet operations.
- Served as mediator when appropriate to settle conflicts and discrepancies between field personnel and management.
Technical Customer Service Agent
Comcast
Macon, GA
08.2017 - 11.2019
- Assist customers with knowledge of products as requested;
- Ability to interact with customers and providing prompt and courteous customer service to all customers in person;
- Consults with users to determine steps and procedures taken to identify and resolve the problem
- Complete Sales
- Provide assistance with technical support to cable boxes
- Sent signals and resets to internet modems for reboots
- Deescalated any calls that need to be sent out due to technical difficulties
- Taking phone calls from customers or communicating with them through messaging platforms
- Helping customers diagnose technical issues over the phone and speaking with them about installing hardware or software on their computers
- Handling customer technical support cases through phone and email submission
- Improving existing programs by evaluating objectives and specifications, reviewing proposed changes and making recommendations
- Maintain client confidence by keeping their information confidential
- Guiding users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
Education
Technical diploma - Cosmetology
Central Georgia Technical College
07.2017 - 12.2021
High school diploma or GED - undefined
Skills
management (6 years)Great time management and organizational skills (10 years)Microsoft office (10 years)Sales (7 years)Strong computer skills with the ability to efficiently maneuver around Windows based programs (4Years)CRM software (4 years)Customer support (7 years)Administrative Experience (5 years)Office Management (6 years)EMR systemsComputer Networking (7 years)Excellent written and verbal communication skills (10 years)Technical Support (6 years)Software troubleshooting (7 years)Help desk (5 years)Troubleshooting (6 years)Operating Systems (4 years)Desktop SupportRemote Access SoftwareMicrosoft Windows Server
Complaint resolution
Report preparation
Sales expertise
Contact center
Customer experience
Performance metrics
Additional Information
- Authorized to work in the US for any employer
Timeline
CSR - Customer Service Representative
Ascent Pro Staff
02.2022 - Current
Emergency Roadside Dispatcher
GEICO
01.2020 - 07.2021
Administrative Office Manager
The Williams Agency
03.2019 - 05.2022
Technical Customer Service Agent
Comcast
08.2017 - 11.2019
Technical diploma - Cosmetology
Central Georgia Technical College
07.2017 - 12.2021