LaShonda Zander
Lexington,SC
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to provide coaching and assistance for representatives in order to meet department and personal metrics and goals.
Overview
15
15
years of professional experience
Work History
Lead Branch Product Support Representative
Wells Fargo
06.2019 - 07.2024
- Took calls from branch bankers, other representatives and back office personnel
- Helped bankers understand policies and procedures
- Performed maintenance for bankers when applicable
- Helped bankers correct errors and update customer information
- Performed research for customer accounts
- Connected bankers to appropriate departments
- Worked with new hires with becoming proficient in policies and procedures and how to utilize resources
- Provided coaching for representatives on Operational Risks and Quality Assurance scored calls
- Mentored representatives in order to help them improve performance metrics
- Ran huddles for New Hires in training
- Ran huddles for Nesting Experienced Trainers (NETs) to make sure that proper coaching is being provided and proper etiquette is being followed
- Created guides to help New Hires better comprehend various systems and how they are used
- Enhanced customer experience by providing timely and accurate information regarding product features and use.
- Contributed to the continuous improvement of support tools by providing feedback on their effectiveness in addressing customer needs.
Customer Service Advocate II
BCBS/Palmetto GBA
11.2018 - 06.2019
- Handled provider calls
- Provided Medicare eligibility information to providers
- Helped providers understand claim decisions
- Helped providers navigate company website
- Referred provider to sources of information to help with submitting and coding claims
- Connected providers to correct departments if needed
- Educated providers on how to read their remittances
- Escalated research requests to appropriate departments
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Licensed Massage Therapist
SIMPLY SKIN SPA
10.2013 - 06.2018
- Effectively managed time to ensure all appointments ran smoothly without compromising the quality of service provided to clients.
- Improved overall wellness for clients by performing various massage techniques, including deep tissue, Swedish, and hot stone massages.
- Provided safe, effective, and appropriate massage therapy techniques during customer appointments.
- Cultivated a calm atmosphere within the massage space using soft lighting, tranquil music, or other desired elements that enhanced the therapeutic experience for clients.
- Participated in ongoing professional development opportunities to stay current on industry trends and enhance skillset as a therapist.
- Collaborated with healthcare professionals to develop comprehensive treatment plans addressing clients'' specific pain or injury concerns.
Customer Service Specialist I
UNUM/COLONIAL LIFE
10.2016 - 05.2018
- Handled customer calls
- Directed customers to correct departments
- Reviewed policy provisions with customer
- Reviewed loan and withdrawal information with customers
- Helped customers initiate claims
- Reviewed claim information with customers
- Initiated research requests if needed on customers' behalf
- Worked with other departments to find solutions to customers' inquiries
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
Customer service and data entry
JEWELRY WAREHOUSE
10.2009 - 10.2013
- Handled customer calls
- Entered customer information in database
- Took customer orders
- Looked up information for customers
- Sent cards and applications to locations
- Made adjustments to customer accounts
- Sent customer complications to supervisor if needed
- Fixed problem accounts
- Ran monthly report to look for errors
- Referred customers to appropriate department
- Answered customer and company emails
- Logged customer calls in database
- Provided exceptional support for customers, leading to increased loyalty and repeat business.
- Handled escalated customer complaints professionally, working towards mutually agreeable resolutions while preserving the company''s reputation.
- Identified trends in customer feedback, suggesting opportunities for improvement or additional training needs for staff members.
Education
Certificate - Clinical Massage Therapy 600 Hour Clinical Massage Therapy Certification
MIDLANDS TECHNICAL COLLEGE
Columbia, SC01.2013
H.S -
Gilbert High School
Gilbert, SC05.2003
Skills
- Typing 50 WPM
- Customer Service
- Multi-line Phones
- Fast Paced Environments
- Microsoft Office
- Excel
- PowerPoint
- Word
- Compliance
- Banking Laws and Regulations
- Relationship Building
- Management
- Self-Motivated
- Dependable
- Responsible
Empathy and patience
Client Relationship Building
Training and coaching
Escalation management
Teamwork and Collaboration
Accomplishments
- Became a preferred Nesting Experienced Trainer (PNET) within 1 year of becoming a NET
- Became a Nesting Experienced Trainer (NET) within 1 year after hire
- Currently one of the top 3 representatives in our Columbia location
- Consistently meets or exceeds performance metrics
Timeline
Lead Branch Product Support Representative
Wells Fargo
06.2019 - 07.2024
Customer Service Advocate II
BCBS/Palmetto GBA
11.2018 - 06.2019
Customer Service Specialist I
UNUM/COLONIAL LIFE
10.2016 - 05.2018
Licensed Massage Therapist
SIMPLY SKIN SPA
10.2013 - 06.2018
Customer service and data entry
JEWELRY WAREHOUSE
10.2009 - 10.2013
Certificate - Clinical Massage Therapy 600 Hour Clinical Massage Therapy Certification
MIDLANDS TECHNICAL COLLEGE
H.S -
Gilbert High School
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