Lawanda Crowder
Kansas City,MO
Summary
Dynamic customer service professional with a proven track record at Duke Energy, excelling in complaint resolution and customer relationship management. Adept at utilizing CRM software to enhance customer satisfaction while demonstrating strong follow-up skills and empathy. Committed to fostering team collaboration and driving process improvements for optimal outcomes.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Duke Energy
Kansas City, MO
04.2021 - 01.2025
- Resolved customer inquiries and complaints with professionalism, ensuring high levels of customer satisfaction
- Maintained meticulous attention to detail while multitasking in a fast-paced environment
- Collaborated with team members to enhance customer service processes and achieve established objectives
- Managed high-volume communications across calls, emails, and chats, utilizing empathy and active listening to de-escalate customer issues
Youth Care Worker
YMCA
Kansas City, MO
09.2020 - 02.2021
- Developed and implemented diverse educational programs tailored to various age groups, enhancing children's learning and development
- Maintained a secure and supportive environment that promoted children's well-being and growth
- Collaborated with parents and team members to ensure consistent and high-quality child care
Juvenile Youth Leader
Clay County Juvenile Detention
Liberty, MO
07.2018 - 01.2019
- Facilitated open communication among team members, enhancing productivity and promptly addressing conflicts and staff concerns
- Mentored at-risk youth, promoting positive decision-making and improving problem-solving abilities
Counselor Tech
Rediscover
Raytown, MO
07.2018 - 12.2018
- Facilitated group activities to enhance adolescent teamwork, self-esteem, and emotional regulation, fostering a supportive community environment
- Developed and executed conflict resolution and anger management programs, collaborating with families and social workers to provide comprehensive youth support
Order Processor
Hallmark
Liberty, MO
01.2016 - 06.2017
- Processed customer orders with precision, ensuring timely and accurate fulfillment in a fast-paced warehouse environment
- Utilized RF scanning technology to effectively select and organize items, enhancing the efficiency of packing and shipping for outbound deliveries
Team Lead
Local Investment Commission
Kansas City, MO
06.2008 - 12.2015
- Led collaborative initiatives that achieved key project milestones, enhancing project outcomes and timelines
- Provided mentorship to team members, fostering skill development and enabling goal attainment
- Developed and applied strategies that improved overall team efficiency and productivity
Education
High School Diploma - General Studies
Paseo Academy of Performing Arts
Kansas City, MO06.1995
Skills
- CRM Software Proficiency
- Customer Relationship Management
- Phone & Email Support
- Complaint Resolution
- Payment processing
- Customer education
- Dispute resolution
- Follow-up skills
- Call escalation
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Representative
Duke Energy
04.2021 - 01.2025
Youth Care Worker
YMCA
09.2020 - 02.2021
Juvenile Youth Leader
Clay County Juvenile Detention
07.2018 - 01.2019
Counselor Tech
Rediscover
07.2018 - 12.2018
Order Processor
Hallmark
01.2016 - 06.2017
Team Lead
Local Investment Commission
06.2008 - 12.2015
High School Diploma - General Studies
Paseo Academy of Performing Arts
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