LaWanda Gause
Evergreen,NC
Summary
Adept at enhancing customer satisfaction and streamlining operations, I leveraged CRM expertise and exceptional complaint resolution skills at ABC Fitness to exceed performance metrics. My proactive training approach and dedication to customer care have consistently improved team efficiency and client loyalty.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Customer Care Representative
ABC Fitness
01.2017 - 06.2024
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- 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.
- Contributed to team success, consistently achieving call center performance metrics.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Navigated multiple computer systems and applications to find information.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Logged call information and solutions provided into internal database.
- Participated in training sessions for new hires, sharing insights on best practices in customer service excellence.
- Participated in ongoing training sessions to enhance skills and stay current on industry best practices.
- Conducted customer satisfaction surveys to gather feedback and identify areas for improvement.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Trained new personnel regarding company operations, policies and services.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Handled escalated supervisor calls.
Customer Service Representative
BB&T
04.2006 - 05.2016
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Assisted clients with questions on their accounts, online banking, simple tax questions and with loans.
- Resolved client issues by doing research and contacting the appropriate department.
- Accepted payment information for loan payments.
- Took personal information to assist with new accounts opening.
Customer Service Representative
Advance America Property
06.2005 - 10.2005
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Increased efficiency and team productivity by promoting operational best practices.
- Answered phone, screened calls and directed to appropriate person.
- Accepted loan applications, entered data into the computer.
- Received loan payments from customers.
- Called delinquent customers to collect past-due loans.
- Performed routine office duties such as filing, handled correspondence.
Certified Nursing Assistant
Medicine Mart Home Health
01.2002 - 07.2005
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
- Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
- Promoted independence in patients through walking exercises or assisting them with mobility devices like walkers or wheelchairs.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Built rapport with patients and families, providing emotional support during difficult times.
- Advocated for patient rights and needs, ensuring respectful and ethical care.
- Supported patients with personal care tasks to preserve dignity and promote independence.
- Improved patient satisfaction with empathetic listening and addressing concerns promptly.
- Helped patients complete range of motion exercises to prevent loss of function during care.
Certified Nursing Assistant
Brunswick Cove Living Center
07.2002 - 02.2003
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Reduced fall incidents by implementing safety measures like bed alarms and proper positioning techniques.
- Prevented pressure ulcers development through frequent turning, repositioning of patients, and diligent skin assessments.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Enhanced team efficiency by promptly responding to call lights and reporting changes in patient condition to nurses.
- Conducted regular rounds to monitor patients'' physical and mental status throughout shifts.
- Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
- Performed accurate documentation of patient information according to established protocols for record-keeping purposes.
- Promoted independence in patients through walking exercises or assisting them with mobility devices like walkers or wheelchairs.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Built rapport with patients and families, providing emotional support during difficult times.
- Assisted nurses with wound care procedures ensuring proper healing processes took place.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Collaborated with nursing staff to create individualized care plans tailored to each patient''s needs.
- Streamlined communication between nursing staff, patients, and families to ensure comprehensive understanding of care plans.
- Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
- Supported ambulation and physical therapy needs by conducting planned exercise routines.
- Oversaw and maintained patients' rooms, group living areas, and nurse stations.
- Helped clean and prepare patient consultation rooms to maintain hygiene standards
Certified Nursing Assistant
Wellcare Home Health
07.2001 - 02.2002
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
- Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
- Promoted independence in patients through walking exercises or assisting them with mobility devices like walkers or wheelchairs.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Built rapport with patients and families, providing emotional support during difficult times.
- Advocated for patient rights and needs, ensuring respectful and ethical care.
- Supported patients with personal care tasks to preserve dignity and promote independence.
- Improved patient satisfaction with empathetic listening and addressing concerns promptly.
- Helped patients complete range of motion exercises to prevent loss of function during care.
Education
Certificate - Bartending
Southeastern Community College
Whiteville, NC10.2011
Certificate - Certified Nurse Assistant
Southeastern Community College
Whiteville, NC07.2001
Diploma - Na
West Columbus High School
Cerro Gordo, NC06.1995
Skills
Cataloging
Custom order management
Inbound Customer Service
Till counting
First Call resolution
Documentation and reporting
Customer Relationship Management
Staff education and training
Recordkeeping strengths
POS systems expert
Training development aptitude
Medical terminology knowledge
Key holder experience
Retail store support
Professional telephone demeanor
CRM
Complaint resolution
Accomplishments
I have been a top performer for several months consistently, leading to my supervisor advising me to take on a trainer position where i would train and nest with the new hires. Later on I was offered an escalated supervisor position where I would take escalated supervisor calls.
Certification
Bartending. Certified Nursing Assistant.
Timeline
Customer Care Representative
ABC Fitness
01.2017 - 06.2024
Customer Service Representative
BB&T
04.2006 - 05.2016
Customer Service Representative
Advance America Property
06.2005 - 10.2005
Certified Nursing Assistant
Brunswick Cove Living Center
07.2002 - 02.2003
Certified Nursing Assistant
Medicine Mart Home Health
01.2002 - 07.2005
Certified Nursing Assistant
Wellcare Home Health
07.2001 - 02.2002
Certificate - Bartending
Southeastern Community College
Certificate - Certified Nurse Assistant
Southeastern Community College
Diploma - Na
West Columbus High School
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