Lashea Mcginnis
Houston
Summary
Results-driven customer service professional with 3+ years of experience in high-volume inbound and outbound call center environments.
Skilled in resolving customer concerns, processing payments, updating accounts, documenting interactions, and delivering excellent service with professionalism and empathy.
Experienced in remote and hybrid work settings, handling confidential information, de-escalating difficult situations, and maintaining strong productivity in fast-paced service roles.
Strong background in customer support, billing inquiries, account maintenance, problem resolution, and first-call resolution.
Overview
12
12
years of professional experience
Work History
Caregiver
Elara Caring
2015.01 - Current
. Provided compassionate, professional support while addressing client concerns and responding to requests in a timely manner.
.Communicated effectively with clients, family members, healthcare providers, and supervisors to ensure continuity of care.
.Maintained accurate records, documented daily activities, and reported changes promptly.
.Managed multiple priorities while remaining organized in a fast-paced environment.
.Demonstrated active listening, empathy, and conflict-resolution skills to build trust and de-escalate concerns.
.Scheduled appointments and coordinated transportation and other client services.
.Protected confidential client information while following company policies and privacy standards.
.Assisted clients by explaining care plans, answering questions, and providing clear information.
Customer Service Representative
Randstad
2022.02 - 2024.07
. Conducted outbound calls to assist customers with billing inquiries, account updates, and payment arrangements.
· Processed payments accurately and maintained complete, up-to-date customer account records.
· Communicated professionally during sensitive conversations and provided respectful, solution-oriented service.
· Used strong de-escalation and problem-solving skills to support positive outcomes.
· Resolved customer concerns efficiently while maintaining high service standards and professionalism.
· Escalated complex issues appropriately and supported first-call resolution whenever possible.
Retail Sales
Dd’s Discount
2019.01 - 2024.01
- I assist with help to unload the truck and process everything to be ran onto the floor by hard tagging and hanging up clothes while answering and assiting customers with there needs
Data Entry Clerk
Cigna
2019.07 - 2021.02
- Maintained database by entering new and updated customer and account information.
- Collected and organized information for entry, prioritizing entries to increase efficiency.
- Scanned documents into appropriate databases for storage purposes.
Chat Support Representative
Concentrix
2016.05 - 2018.12
- Resolved customer complaints in a timely manner while maintaining a positive attitude.
- Provided feedback on current processes and procedures based on customer interactions.
Education
High School Diploma -
Barbara Jordan High School For Careers
01.2014
Skills
Customer Service High-Volume Call Center Support Inbound & Outbound Calls Account Maintenance Billing Inquiries Payment Processing Data Entry CRM Systems Customer Issue Resolution First Call Resolution De-escalation Documentation Accuracy Multi-line Phone Systems Remote & Hybrid Work Microsoft Office / Outlook / Teams Problem Solving Time Management Customer Retention & Service Recovery
Timeline
Customer Service Representative
Randstad
2022.02 - 2024.07
Data Entry Clerk
Cigna
2019.07 - 2021.02
Retail Sales
Dd’s Discount
2019.01 - 2024.01
Chat Support Representative
Concentrix
2016.05 - 2018.12
Caregiver
Elara Caring
2015.01 - Current
High School Diploma -
Barbara Jordan High School For Careers