Summary
Overview
Work History
Education
Skills
Timeline
Generic

Lashonda Coats

Summary

Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.

Overview

11
11
years of professional experience

Work History

Internal Technical Support

Comcast
08.2017 - 02.2025
  • Improved customer satisfaction by efficiently diagnosing and resolving technical issues.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Responded to customer inquiries and provided technical assistance over phone.
  • Researched and identified solutions to technical problems.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Managed high levels of call flow and responded to technical support needs.
  • Used ticketing systems to manage and process support actions and requests.
  • Enhanced team performance by training new technicians on best practices and troubleshooting techniques.
  • Managed high-pressure situations with professionalism and empathy, leading to increased client trust and loyalty.
  • Collaborated with cross-functional teams to address complex customer issues, ensuring a seamless support experience.
  • Maximized productivity by maintaining an organized work environment and managing multiple projects simultaneously.
  • Provided exceptional technical support for software and hardware, resulting in reduced downtime for clients.

Customer Service Representative

Citibank (Citi)
10.2016 - 06.2017
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.

Customer Service Representative

Randstad
11.2015 - 10.2016
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
  • Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
  • Addressed customer account discrepancies and concerns.

Paraprofessional Educator

Duval County Schools
05.2015 - 11.2015
  • Maintain a safe and well supervised classroom environment at all times
  • Provide students with varied
  • Planned and led activities to develop students' physical, emotional and social growth
  • Instructed small groups of students in basic concepts such as the alphabet, shapes and color recognition
  • Assisted the classroom teacher in supervising snack time and indoor and outdoor play
  • Prepared instruction materials, including making copies, constructing bulletin boards and setting up work areas
  • Kept classrooms clean by sterilizing and disinfecting toys and surfaces

Cashier

Dollar General Market
05.2014 - 04.2015
  • Greeted customers entering store and responded promptly to customer needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Built relationships with customers to encourage repeat business.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Restocked and organized merchandise in front lanes.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Stocked, tagged and displayed merchandise as required.
  • Managed inventory levels effectively, reducing stock shortages and minimizing wastage.

Education

No Degree - Business Management

Florida State College of Jacksonville
Jacksonville, FL
02-2030

High School Diploma -

Haines City Senior High School
Haines City, FL
01.2004

Skills

  • Desktop Support

  • Technical Support

  • Troubleshooting

  • Cold Calling

Timeline

Internal Technical Support

Comcast
08.2017 - 02.2025

Customer Service Representative

Citibank (Citi)
10.2016 - 06.2017

Customer Service Representative

Randstad
11.2015 - 10.2016

Paraprofessional Educator

Duval County Schools
05.2015 - 11.2015

Cashier

Dollar General Market
05.2014 - 04.2015

No Degree - Business Management

Florida State College of Jacksonville

High School Diploma -

Haines City Senior High School

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Lashonda Coats