Lashunda Gates
Fort Wayne,Indiana
Summary
Accomplished Call Center Specialist and Associate Team Leader with a proven track record at Fort Wayne Housing Authority and H&R Block. Expert in customer service and problem-solving, enhancing client satisfaction and loyalty through effective resolution of complaints and fostering strong relationships. Demonstrates exceptional organizational skills and a commitment to excellence, significantly improving team efficiency and collaboration. Highly organized Client Service Representative possesses strong communication, problem-solving, and multitasking skills. Skilled in building strong relationships with clients and providing quality service. Motivated Customer Service Representative offering valuable contributions in all facets of administrative activities derived from diverse, 25-year background. Recognized for exemplary time management, organization, prioritization and work ethic.
Overview
25
25
years of professional experience
Work History
Call Center Specialist
Fort Wayne Housing Authority
2023.06 - Current
- Assisted customers by answering questions and responding to inquiries.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests for products, services, and company information.
- Answered phone calls and provided new clients with required paperwork to initiate service.
- Completed intake assessment forms and filed clients' charts.
- Provided excellent customer service to patients, family members, and healthcare providers during the intake process.
- Maintained strict confidentiality of patient information, adhering to HIPAA guidelines and company policies.
- Contributed to a positive work environment through effective teamwork and open communication among colleagues.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- 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.
Associate Team Leader
H&r Block
2000.01 - 2023.04
- Established streamlined processes for task delegation, enabling timely completion of responsibilities while reducing workload burdens on individual team members.
- Provided constructive feedback during performance evaluations, fostering an environment of continuous improvement within the team.
- Organized ongoing training programs for associates to help them stay informed about industry trends and best practices.
- Streamlined communication channels for improved collaboration among team members and increased efficiency.
- Delivered high-quality project results by fostering a strong sense of teamwork, dedication, and commitment to excellence within the team.
- 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.
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Assisted customers by answering questions and fulfilling requests.
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
- Developed strong relationships with clients through proactive outreach and regular check-ins on progress and satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Managed incoming calls, providing prompt and accurate information to clients about products and services.
Education
High School Diploma -
Central High School
Chicago, IL03.2005
Skills
Customer Service
Problem-solving skills
Call Center Customer Service
Multi-Line Phone Systems
Appointment Scheduling
Follow-up skills
Customer Support
Call center experience
Customer Focus
Payment Processing
Telephone skills
Data Entry
Time Management
Organization skills
Timeline
Call Center Specialist
Fort Wayne Housing Authority
2023.06 - Current
Associate Team Leader
H&r Block
2000.01 - 2023.04
High School Diploma -
Central High School
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