LASHONE FOREMAN
New Britain,CT
Summary
Skillful, ambitious, detailed oriented professional with over 10 years’ experience in various customer service roles. Excellent written communication and time management skills. Ability to coach, mentor, problem solve, and provide effective training delivery. Able to identify learning challenges to create materials that is easily adaptable for employee to grasp business concept.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer Service Team Lead
Cardinal Health Inc
Suwanee, GA
09.2017 - Current
- Educate customers about billing, payment processing and support policies and procedure
- Provide training to new and existing team members to promote productivity, accuracy, and commitment to excellent customer service
- Skilled Learning Ambassador to identify learning gaps and provide engaging techniques to increase knowledge
- Monitor staff using call management system (CMS) to improve quality of customer service.
- Coached new team members on service techniques and provided scoring through quality assurance program
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers
- Resolved customer service issues using company processes and policies and provided updates to customers
Customer Service Representative
Cardinal Health Inc
Suwanee, GA
02.2016 - 09.2017
- Process Durable Medical Equipment orders
- Educate new and existing customers on various products
- Resolve order discrepancies and customer complaints
- Gather appropriate information for billing and follow up purposes
- Maintained and complied with department call metric goals
- Follow all insurance guidelines for ordering products
- Maintained knowledge of new product offerings and changes for order provisioning processes
- Reviewed orders for accuracy, errors, and omissions to minimize incorrect shipments.
Customer Care Sales Coordinator
Waste Management Inc
Marietta, GA
05.2013 - 02.2016
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Provided primary customer support to internal and external customers in demanding environment
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls
- Communicated with vendors regarding backorder availability, future inventory and special orders
- Evaluated 50 accounts and service histories to identify trends, using data to mitigate future issues
- Worked very close with Regional and Territory Managers to manage corporate accounts
Customer Service Professional
United Way Care4Kids
Rocky Hill, CT
09.2002 - 12.2012
- Determined program eligibility as defined by Department of Social Service (DSS)
- Assisted with interviewing candidates for potential employment
- Assisted CT 211 Information line with handling referrals, eligibility, and enrollment for state insurance
- Trained client service representatives on DSS regulations, operations, and workflow
- Aided team to make sure compliance with department and state guidelines were being met
- Observed staff through call observation to ensure quality assurance and provide feedback on performance
- Lead special projects as assigned by DSS supervisor to innovate service teams.
Education
BACHELOR IN B.A -
STRAYER UNIVERSITY
2024
Associate - Arts
KATHERINE GIBBS COLLEGE
1996
Skills
- Remote/Traditional Trainer
- Building Customer Trust and Loyalty
- Interpersonal and written communication
- Analytical Thinker
- Efficient and Detail-Oriented
- Issue and Complaint Resolution
Accomplishments
- Supervised team of 22 staff members.
Certification
- Certified Mental Health First Aide USA, National Council For Mental Wellbeing - 04/01/2022-04/01/2025
Timeline
Customer Service Team Lead
Cardinal Health Inc
09.2017 - Current
Customer Service Representative
Cardinal Health Inc
02.2016 - 09.2017
Customer Care Sales Coordinator
Waste Management Inc
05.2013 - 02.2016
Customer Service Professional
United Way Care4Kids
09.2002 - 12.2012
BACHELOR IN B.A -
STRAYER UNIVERSITY
Associate - Arts
KATHERINE GIBBS COLLEGE
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