Summary
Overview
Work History
Education
Skills
Timeline
Generic

Lashuna Dowdell

Tampa,FL

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level. Ready to help team achieve company goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

10
10
years of professional experience

Work History

Customer Care Lead

Ashley Furniture Warehouse
07.2019 - Current
  • Enhanced customer satisfaction by addressing and resolving inquiries, concerns, and complaints in a timely manner.
  • Streamlined communication channels for improved customer engagement and feedback.
  • Developed comprehensive training materials to ensure all associates were well-versed in company policies and procedures.
  • Mentored new hires, fostering a supportive team environment that encouraged personal growth and professional development.
  • Collaborated with other departments to ensure seamless service delivery for customers across all touchpoints.
  • Promoted a positive work culture by recognizing outstanding team member performance on a regular basis.
  • Coordinated cross-training programs to increase workforce flexibility and preparedness during times of unexpectedly high call volume or staff shortages.
  • Championed process improvements through active participation in company-wide projects aimed at enhancing overall service delivery.
  • Assisted call-in customers with questions and orders.
  • Resolved concerns with products or services to help with retention and drive sales.

Customer Service Representative

Computer Generated Solutions, CGS
02.2016 - 07.2019
  • Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
  • Delivered prompt service to prioritize customer needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded proactively and positively to rapid change.

Customer Service Representative Trainer

Convergys
05.2014 - 11.2016
  • Led workshops focused on enhancing communication skills, improving problem-solving abilities, and promoting efficient teamwork among customer service representatives.
  • Evaluated existing training programs against company goals and objectives, making necessary adjustments for optimal results.
  • Boosted overall team productivity by identifying individual strengths within the group and assigning relevant tasks accordingly during training sessions.
  • Promoted a culture of learning by sharing personal experiences from the field as well as insights from industry experts during training sessions.

Education

High School Diploma -

Middleton High School
Tampa, FL
05.2010

Skills

  • Customer Retention
  • Training and Development
  • Multitasking
  • Decision Making
  • Excellent Communication
  • Problem Solving
  • Team Leadership
  • Critical Thinking
  • Payment Processing
  • Customer Service
  • Data Entry

Timeline

Customer Care Lead

Ashley Furniture Warehouse
07.2019 - Current

Customer Service Representative

Computer Generated Solutions, CGS
02.2016 - 07.2019

Customer Service Representative Trainer

Convergys
05.2014 - 11.2016

High School Diploma -

Middleton High School
Lashuna Dowdell