LAWRENCE CANTEY
Columbia,SC
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
8
8
years of professional experience
Work History
INFORMATION TECHNOLOGY (IT)
Arise plattform
Remote
06.2020 - Current
- Provided technical guidance to clients regarding the selection, implementation, and use of software applications.
- Diagnose and troubleshoot customer issues, providing effective solutions, and follow-up.
- Maintain detailed records of customer interactions, inquiries, and resolutions in the CRM system.
BEHAVIOR SPECIALIST ASSISTANT
Richland School District 1
Columbia Sc
08.2019 - 03.2024
- Implemented behavior intervention plans to support positive social interactions among students
- Collaborated with school team to create individualized behavior support programs
- Monitored and tracked student progress with data collection and analysis
- Provided emotional support and guidance to students experiencing emotional dysregulation.
HEALTH INFORMATION TECHNICIAN
Employee Services Inc
Columbia Sc
09.2016 - 11.2021
- Skilled in analyzing healthcare data to improve patient outcomes and organizational efficiency.
- Organized and managed health information data by ensuring its quality, accuracy, accessibility, and security in both paper files and electronic systems.
- Respond to customer inquiries via phone, email, and chat promptly and professionally.
- Performed quality assurance reviews on coded data to ensure accuracy based on established guidelines.
Education
Bachelor of Science - Information Technology
University of Phoenix
Tempe, Arizona06-2025
Skills
- Network Security
- Database Management
- Call Management
- CRM Software
- Data Analytics
- System Administration
- IT service management
- Quality Assurance
- Technical Troubleshooting
- Customer Service
- Clerical Support
- High-energy attitude
- Account updating
- Inbound and Outbound Calling
- Product Knowledge
Languages
English, Native
Accomplishments
- Raising the FCR rate, which indicates that more customer issues are resolved on the first interaction.
- Implementing systems to identify and address customer issues before they escalate.
- Contributed to a 20% increase in customer retention by proactively addressing customer issues and enhancing engagement strategies.
- Earned the Customer Service Excellence Award for outstanding support and innovation in service delivery.
Timeline
INFORMATION TECHNOLOGY (IT)
Arise plattform
06.2020 - Current
BEHAVIOR SPECIALIST ASSISTANT
Richland School District 1
08.2019 - 03.2024
HEALTH INFORMATION TECHNICIAN
Employee Services Inc
09.2016 - 11.2021
Bachelor of Science - Information Technology
University of Phoenix
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