LaZerek Clarke
Customer Experience & Workflow Manager
Mount Pleasant,WI
Summary
Results-driven professional with 10+ years of experience in high-volume call center operations, escalation resolution, and customer service optimization. Proven success in reducing unresolved escalations by 92% and elevating key performance metrics through strategic process improvements and data-driven leadership.
Experienced in underwriting support functions, including intake processing, compliance monitoring, documentation audits, and cross-functional collaboration across finance, customer service, and risk teams. Adept at aligning business goals with client satisfaction, operational efficiency, and policy adherence.
Highly proficient in managing and optimizing enterprise tools and technologies, including IEX, IVR, CTI, Avaya, CRM platforms (Salesforce, Kana, Live Agent), WFM solutions, Verint, NICE, Cisco, Tableau, Workday, Microsoft Teams, Aspect, Concur, and Sabre/Apollo.
Currently seeking opportunities in insurance underwriting support or call center management to leverage technical expertise, compliance acumen, and a proven ability to lead high-impact teams while delivering measurable results.
Overview
7
7
years of professional experience
Work History
Call Center Supervisor
AT&T
Mount Pleasant, Wisconsin
06.2018 - 01.2025
- Directed and managed daily operations for a customer service team of up to 30 agents, including scheduling, policy adherence, training delivery, and workforce management.
- Led cross-functional initiatives to enhance escalation handling and customer complaint resolution processes, resulting in a documented 92% reduction in unresolved escalations and improved customer satisfaction metrics.
- Developed and implemented process improvement strategies, project roadmaps, and Salesforce dashboards to monitor KPIs, improve workflow efficiency, and align with business objectives.
- Oversaw customer support across omnichannel platforms (email, SMS, live chat, video), ensuring consistent quality and rapid resolution of issues while improving Net Promoter Score (NPS) and Customer Satisfaction (CSAT) scores.
- Delivered team coaching, performance reviews, and quality assurance oversight to drive continuous improvement and agent engagement in remote and in-person environments.
- Managed and optimized technology platforms including IEX, IVR, CTI, Avaya, CRM systems (Salesforce, Kana, Live Agent), WFM tools, Verint, NICE, Cisco, Tableau, Workday, Microsoft Teams, Aspect, Concur, and Sabre/Apollo.
- Developed process controls and metrics for daily management of call center.
Customer Experience Sales Consultant
CarMax
Mount Pleasant, WI
07.2023 - 03.2024
- Managed a high-volume sales pipeline by treating each customer interaction as a structured project lifecycle—from initial inquiry through financing approval to final product delivery—accelerating sales cycle times and increasing close rates.
- Partnered cross-functionally with finance, logistics, and delivery teams to coordinate timelines, set clear customer expectations, and ensure efficient handoffs, resulting in higher customer satisfaction and increased repeat business.
- Created comprehensive follow-up strategies and maintained meticulous CRM records in Salesforce to document customer interactions, track pipeline milestones, and drive a 15% increase in upsells of warranties and accessories.
- Leveraged sales data and customer insights to identify opportunity triggers and maximize lead conversion through tailored communication and product positioning.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Advised clients on appropriate product selections based on their unique needs, ensuring optimal satisfaction levels upon purchase.
INTAKE SPECIALIST | UNDERWRITER
Robert Half
Mount Pleasant, WI
02.2022 - 04.2023
- Managed end-to-end intake and underwriting workflows for housing assistance programs, processing and verifying over 50 applications weekly while meeting strict compliance, documentation, and turnaround time requirements.
- Developed and maintained Excel-based tracking systems and audit checklists to monitor file progress, identify process bottlenecks, and ensure 100% on-time completion and funding approvals.
- Served as the primary liaison for applicants, providing status updates, resolving documentation discrepancies, and delivering clear, policy-aligned next steps throughout the underwriting lifecycle.
- Ensured adherence to federal, state, and internal underwriting guidelines while supporting audit readiness and maintaining full confidentiality of applicant records.
- Collaborated with cross-functional teams including finance, legal, and compliance to meet program goals, respond to regulatory changes, and improve process efficiency.
- Maintained high levels of accuracy and compliance in data entry, ensuring all information was correctly entered into the required systems.
Education
Bachelor of Arts - Business Administration And Management
Indiana Institute of Technology
Fort Wayne, IN 05.2001 -
Skills
Data management
Customer service expertise
Analytical reporting expertise
Analytical report composition
Call center operations management
Staff development and mentoring
Quality assurance and compliance
Upselling strategies for revenue enhancement
Project management expertise
Experience with AWS cloud solutions: S3 and CloudFront
CRM and contact center management
Productivity: Microsoft Office, Advanced Excel, Power BI basics
Timeline
Customer Experience Sales Consultant
CarMax
07.2023 - 03.2024
INTAKE SPECIALIST | UNDERWRITER
Robert Half
02.2022 - 04.2023
Call Center Supervisor
AT&T
06.2018 - 01.2025
Bachelor of Arts - Business Administration And Management
Indiana Institute of Technology
05.2001 -