Lawrencia Booth
Chicago,IL
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Escalated Complaints Auditor
Enova International
09.2021 - Current
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated employees on specific QA standards and confirmed call center standards.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
Dispatcher Office Assistant
Shayla Logistics -Amazon Contract
09.2018 - 09.2021
- Organized and coordinated dispatch training programs for new hires and refresher training programs for existing personnel to continuously promote company vision, values and culture.
- Conferred with customers to address questions, problems and requests for service or equipment to allocate dispatch coverage during peak service times and during employee shortages.
- Motivated staff to deliver high-level dispatch support while successfully meeting departmental goals.
Lead Teller Operations Specialist
Navigator Credit Union
09.2016 - 09.2018
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Answered telephone inquiries on checking and savings accounts, loans and lines of credit.
- Learned about customer's financial needs, established trust and optimized sales opportunities resulting in quality customer service.
Education
Associate of Science - Business And Managerial Economics
Virginia Colllege
Mobile, AL04.2018
Skills
- Technical Proficiency
- Error Resolution
- Debt Recovery
- Employee Coaching and Motivation
- Client Resolution
- Administration and Reporting
- Managing Operations and Efficiency
- Performance Tracking and Evaluations
- Scheduling and Coordinating
- Cancellation Processing
- Loss Mitigation
- Effective Communication
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Assessed potential issues and recommended solutions that were within budget constraints.
- Developed detailed and well-received test plans, test cases and test scripts that became company standards.
Certification
- CPM - Certified Professional Manager
Timeline
Escalated Complaints Auditor
Enova International
09.2021 - Current
Dispatcher Office Assistant
Shayla Logistics -Amazon Contract
09.2018 - 09.2021
Lead Teller Operations Specialist
Navigator Credit Union
09.2016 - 09.2018
Associate of Science - Business And Managerial Economics
Virginia Colllege
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