Lasheba Allen
Warner Robins,GA
Summary
Experienced Customer Service Representative bringing 10 years of quality performance, integrity, and customer satisfaction in customer service roles. A team player Skilled in communication, adaptability, and Microsoft Office with strong working relationships mentoring team members to deliver exceptional service and building team morale.
Overview
9
9
years of professional experience
Work History
Customer Service Supervisor
United States Army
06.2016 - 10.2021
- Served as the supervisor for the Customer Service Section found within the Logistics Division at Martin Army Community Hospital. Aided and consulted the Accountable Officer in managing the Installation Medical Supply Account (IMSA) by providing customer service to internal and external customers for the acquisition of medical supplies.
- Implemented and Developed customer service policies and procedures that provided customer service training and compliance assurance.
- Cross-trained and provide backup support for other customer service managers and organizational leadership maintaining reliance and confidence in customer service.
- Performed various clerical duties by filing and faxing documents creating customer files and databases allowing for a thorough customer audit trail.
- Trained new members on hospital processes and procedures and sharing best practices in customer service.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Implemented feedback sessions that encouraged continuous improvement among team members by sharing insights, service and delivery technique.
- Sought out extra training opportunities to enhance customer satisfaction and commitment to fellow team members.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all customer interactions.
- Utilized excellent communication skills through active listening allowing the ability to adapt and respond proactively and positively to changes in customer concern and behaviors.
- Developed trust and rapport with customers handling all concerns with integrity, empathy, and understanding further following up with customers about resolved issues to maintain high standards of customer service.
Customer Service Representative
United States Army
08.2012 - 05.2016
- Served as Customer Service Supervisor for the Kandahar Airfield Supply Support Activity, managing its Authorized Stockage List of 100 lines of Class VIII items valued at $500k without losses.
- Mentored junior team members, helping them develop essential customer service skills and advance their careers.
- Assumed responsibility for the maintenance and accountability of equipment valued over $350K in support of Combined Joint-Area Afghanistan.
- Aided in loading/unloading of trucks and completion of discrepancies (ROD). Ensured safe and correct receipt, storage, and movement of medical supplies, pharmaceuticals, and hazardous materials.
- Reviewed output reports such as zero balance reports, Troubled Due-ins, and Critical Item Reviews to ensure compliance with local and higher headquarters requirements.
Education
Associate of Science - Sterile Processing Technology, United States
U.S. Career Institute, United States
Colorado 05.2025
High School Diploma -
Russell County High School
Seale, AL05.2009
Skills
- Adaptability
- Problem-solving aptitude
- Reliability
- Active Listening
- Effective Communication
- Adaptability and Flexibility
- Microsoft Office
- Customer Service Management
- Handling Escalations
- Problem-Solving
- Call Monitoring
- Customer Service
Timeline
Customer Service Supervisor
United States Army
06.2016 - 10.2021
Customer Service Representative
United States Army
08.2012 - 05.2016
Associate of Science - Sterile Processing Technology, United States
U.S. Career Institute, United States
High School Diploma -
Russell County High School