Summary
Overview
Work History
Education
Skills
Work Availability
Quote
Timeline
Receptionist
Lawana Brown

Lawana Brown

Cabot,AR

Summary

Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.

Overview

8
8
years of professional experience

Work History

Customer Care Representative

Amazon Lit1
04.2023 - Current
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Assisted call-in customers with questions and orders.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Navigated multiple computer systems and applications to find information.
  • Logged call information and solutions provided into internal database.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Managed over 50 customer calls per day.
  • Developed and implemented customer service policies and procedures to use adequate techniques and apply best practices.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions

Customer Service Representative

Amazon - MEM1/MEM5
07.2020 - 04.2023
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Updated account information to maintain customer records.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals by 10%.
  • Resolved customer inquiries and complaints from multiple channels with moderate supervision.

Pharmacy Technician

CHI St Vincent
07.2015 - 07.2020
  • Assist licensed pharmacists with preparation and distribution of prescription medications
  • Help pharmacist ensure pharmacy has right amount of stock to meet patient needs
  • Recruit at Pharmacy Events for PT's
  • Fill out requisition forms or complete other paperwork as needed
  • Resolve product or service problems by clarifying customer's complaint; determining cause of problem.
  • Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
  • Answered incoming phone calls and addressed questions from customers and healthcare providers.
  • Entered and processed patients' prescriptions into internal system.
  • Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments.
  • Collected co-payments or full payments from customers.
  • Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
  • Resolved third-party billing, computer system and customer service issues.
  • Coordinated verification and filling of more than 150 daily prescriptions.

Education

CDL - Truck And Bus Driving

160 Driving Academy
Little Rock, AR
02.2024

Bachelor of Science -

University of Arkansas At Little Rock
Little Rock, AR
01.2017

Skills

  • Customer Driven skills
  • Business oriented, Microsoft efficient
  • Competent with Windows, SSP, YMS, FMC, Docmaster, Mytime, Adapt, Panorama, Myleave, People portal, Quip, PowerBi and more
  • First Call Resolution
  • Data Entry
  • Custom Order Management
  • Customer Service
  • Billing Coordination
  • Payment Processing
  • Database Research
  • Customer Relations
  • Inbound Customer Service
  • Documentation and reporting
  • Information Updates
  • Billing Adjustments and Refunds

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

The best way out is always through.
Robert Frost

Timeline

Customer Care Representative

Amazon Lit1
04.2023 - Current

Customer Service Representative

Amazon - MEM1/MEM5
07.2020 - 04.2023

Pharmacy Technician

CHI St Vincent
07.2015 - 07.2020

CDL - Truck And Bus Driving

160 Driving Academy

Bachelor of Science -

University of Arkansas At Little Rock

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Lawana Brown