LaShawn Craig-Dillard

• Handling inbound calls
• Answer calls from customers , guests and members
• Take payments

• Instructing participants on how to perform CPR, how to use an automated external defibrillator (AED), and basic first aid techniques for emergencies such as choking, bleeding, and burns.
• Demonstrating CPR and first aid techniques effectively, highlighting key points like proper compression depth, hand placement, and timing.
• Showing how to assess emergency situations, such as checking for a pulse or signs of breathing.
• Monitoring students during hands-on practice to ensure they are using correct techniques.
• Evaluating their performance and providing constructive feedback.
• Issuing CPR certifications upon successful completion of the course.

• Pick Up and Drop Off: Accepting ride requests, picking up passengers at the specified locations, and driving them to their destinations safely and efficiently.
• Route Navigation: Using GPS and navigation apps to determine the quickest or most efficient routes while considering traffic conditions and any road closures.
• Adhering to Traffic Laws: Following all traffic regulations, including speed limits, stop signs, and other local laws to ensure a safe ride for both the driver and passengers.
• Safe Driving Practices: Practicing defensive driving, avoiding distractions (such as texting), and driving cautiously, particularly in bad weather or high-traffic areas.

• Answer calls from members who were looking to order Durable Medical Equipment supplies.
• Resolved member’s issues with missing or delayed supplies.
• At times, de-escalated angry member calls.

• Utilized reservation software proficiently, ensuring quick response times during high call volumes.
• Enhanced customer satisfaction by efficiently managing reservations and promptly addressing inquiries.
• Handled challenging situations or dissatisfied customers professionally, resolving issues and retaining business when possible.
• Proactively communicated potential availability issues or overbooking concerns with management to find solutions before impacting guest experience.

• Managed high call volumes while providing exceptional customer support and maintaining professional composure.
• Respond to client inquiries regarding accounts, products, and procedures in a call center.
• Used specialized pc based software to transfer funds, place stop payments on checks, perform balance inquiries, set up new accounts, close accounts, and updated and/or change account information.
• Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.

• Completed Certification for Kaiku accounts.

• Provide membership information ensuring call resolution.
• Makes independent decisions and work to research and solve problems.
• Communicates clearly and effectively to callers.
• Multi-task while on the phone & resolve issues while quickly navigating in all systems to gather/enter correct information.

• Customer Compliment 06/2012

• Provided customer service to various customers adhering to their needs and requests.
• Processed scheduled pick ups at business and personal locations.
• Researched information for current and past due deliveries.
• Also, processed customers compliments and complaints.
• Worked closely with other FedEx terminals to help obtain correct and current status of customer’s packages.

• Employee Excellence in Call Quality 2008/2009.
• You’re A Star September 2009 for Excellence in Call Quality for whole call center.
• Selected at times to mentor other employees on call quality.

• Received and processed incoming phone calls for dedicated clients, which included obtaining, entering, and verifying customer information.
• Answering questions, resolving issues, adhering to scripts, and attempting to sell products or make upsells as necessary.
• Strive to enhance the department's relationship with customers, ensuring the highest quality, responsive service possible is provided.
• Ensure that calls are processed in strict adherence to established policies, procedures, and quality standards, as well as any federal laws and regulations.
• Successfully complete initial classroom and on-the-job training, as well as any new product or on-going training.