LaShera Moore-Ellis
Chicago,IL
Summary
Dedicated professional seeking a full-time position to utilize strong interpersonal skills, excellent time management, and problem-solving abilities. Committed to delivering exceptional service and support to ensure utmost customer satisfaction. Proficient in implementing customer service best practices and skilled at exploring diverse solutions to effectively address customer needs.
Overview
18
18
years of professional experience
Work History
Senior Customer Service Associate (2021-present)
Educational Perspectives, nfp, Communications Dept.
02.2019 - Current
- Promoted a culture of continuous improvement within the team by regularly soliciting feedback from colleagues on best practices for enhancing performance.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Coached new team members on service techniques and provided scoring through a quality assurance program.
- Escalated issues to proper supervisors when standard processes were not effective.
- Greeted customers and listened closely to problems described to determine solutions.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Streamlined communication with clients by implementing new CRM software to track interactions and support requests.
- Developed and maintained strong relationships with customers to foster repeat business.
- Increased customer retention through active listening, empathy, and tailored assistance for individual needs.
- Handled customer inquiries and complaints with professionalism to restore satisfaction.
- Provided consistently high-quality support via phone, email, chat, or social media channels as needed per individual cases.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
Adjunct Faculty
The Music Center of Columbia College Chicago
09.2017 - 12.2017
- Incorporated diverse instructional techniques to accommodate various learning styles within the classroom setting.
- Managed course materials through an online learning management system for easy accessibility by students and colleagues alike.
- Established positive relationships with students, fostering a supportive and inclusive learning environment.
- Collaborated with fellow faculty members to develop innovative teaching strategies for improved learning outcomes.
- Provided constructive feedback on student performance through regular evaluations and personalized guidance sessions.
- Built relationships with students, mentoring on personal, professional and academic goals while providing coaching on effective study habits.
Teaching Artist
Center for Community Arts Partnership at Columbia College
03.2015 - 05.2016
- Implemented innovative teaching strategies to accommodate diverse learning styles, resulting in increased engagement and understanding.
- Enhanced student comprehension by incorporating visual aids and hands-on activities in lesson plans.
- Evaluated student performance through ongoing assessments, adjusting instruction as needed to address areas of improvement.
- Established rapport with students by maintaining open lines of communication and demonstrating genuine interest in their progress.
- Participated in professional development workshops to stay current on best teaching practices and industry trends.
- Collaborated with colleagues to create stimulating art curriculums.
- Helped students explore concepts with engaging, learning-focused activities.
Receptionist/Customer Service Representative
Columbia College Music Department
09.2006 - 09.2009
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phones promptly and directed incoming calls to the correct offices.
- Kept reception area clean and neat to give visitors a positive first impression.
- Resolved customer problems and complaints.
- Handled cash transactions and maintained sales and payments records accurately.
- Responded to inquiries from callers seeking information.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Answered central telephone system and directed calls accordingly.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Corresponded with clients through email, telephone, or postal mail.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Managed multiple tasks and met time-sensitive deadlines.
Education
Bachelor of Arts -
Columbia College Chicago
05.2012
Skills
- Creative Instruction
- Performance Coaching
- Student Mentoring
- Progress Reporting
- Problem-Solving
- Time Management
- Attention to Detail
- Multitasking
- Organizational Skills
- Adaptability and Flexibility
- Customer Service
- Active Listening
- Critical Thinking
- Customer Relations
- Problem Resolution
- Call center experience
- Conflict Resolution
- Complaint Handling
- Microsoft Excel
- Microsoft Outlook
- Call Center Operations
- Professional telephone demeanor
- Call Management
- Customer Relationship Management (CRM)
- De-Escalation Techniques
- Staff Training
- Clerical Support
- Live chat support
- Customer Education
- Brand representation
- Conflict Mediation
- Student Engagement
- Collaborative learning
- Visual storytelling
- Artistic Techniques
Accomplishments
- Promotion and Raise to Senior Associate at Educational Perspectives
- Graduated from Columbia College with a bachelor's degree
- Certificates for solos with the Vocal Jazz Ensembles at Columbia College
- Section Leader Jazz Pop Choir and Vocal Jazz Ensemble
- Lead Vocalist for Columbia College Big Band
- Performed at Columbia College Events (Commencements, Manifest, etc...)
References
- Kevin Carr, kevincarr86@gmail.com, 614.589.4054
- Gloria Avalos, avalgea@gmail.com, 312.257.9258
- Markus Beyer, maleksbeyer@gmail.com, 312.515.4587
Timeline
Senior Customer Service Associate (2021-present)
Educational Perspectives, nfp, Communications Dept.
02.2019 - Current
Adjunct Faculty
The Music Center of Columbia College Chicago
09.2017 - 12.2017
Teaching Artist
Center for Community Arts Partnership at Columbia College
03.2015 - 05.2016
Receptionist/Customer Service Representative
Columbia College Music Department
09.2006 - 09.2009
Bachelor of Arts -
Columbia College Chicago
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