Lea Secord
Jackson,MI
Summary
Detail-oriented professional skilled in customer service, calendar management, and administrative support. Proven ability to enhance client satisfaction through effective communication and process improvements.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Virtual Assistant
Self-Employed
01.2024 - 04.2025
- Managed client communications to ensure timely responses and satisfaction.
- Organized schedules and appointments for multiple clients efficiently.
- Developed and maintained digital filing systems for easy access to documents.
- Coordinated project timelines and deliverables across various client accounts.
- Implemented process improvements that enhanced workflow efficiency and accuracy.
- Analyzed client needs to tailor services, improving overall service delivery.
- Monitored emails, organized inbox, and prioritized messages for supervisor.
- Answered and screened calls to provide information, schedule appointments and take detailed messages.
- Elevated client experience by providing timely customer support via phone calls, emails, and live chat platforms.
- Conferred with customers by telephone, chat or email to provide information.
- Enhanced client satisfaction by efficiently managing and organizing schedules, appointments, and travel arrangements.
- Contributed to company growth by identifying business opportunities through lead generation activities on social media platforms.
- Promoted company values through consistent representation of brand voice in all written communications.
- Fostered positive work environment by facilitating effective communication channels between remote teams.
Customer Service Representative
Sequential Technology International
02.2021 - 11.2023
- Resolved customer inquiries regarding insurance benefits and coverage options.
- Facilitated appointment scheduling and coordinated patient services effectively.
- Educated patients on healthcare policies and procedures to enhance understanding.
- Collaborated with healthcare providers to streamline communication processes.
- Analyzed feedback to identify trends and improve service delivery quality.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
Customer Care Representative
Alta Resources: Blue Cross-Blue Shield
07.2016 - 12.2020
- Resolved customer inquiries and concerns through effective communication and problem-solving techniques.
- Collaborated with cross-functional teams to streamline processes, improving overall service delivery efficiency.
- Analyzed customer feedback to identify trends, contributing to service improvements and enhanced client satisfaction.
- Led initiatives to optimize workflow procedures, resulting in decreased response times for customer requests.
- 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.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Contributed to team success, consistently achieving call center performance metrics.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
Customer Service Representative
Hongkong Shanghai Banking Corporation
09.2014 - 05.2016
- Maintained accurate records of customer interactions using CRM software, ensuring data integrity and compliance with company policies.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Participated in training programs to enhance product knowledge and customer service skills.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Customer Service Representative
Sykes Call Center
10.2007 - 03.2014
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Implemented process improvements, reducing average call handling time by streamlining communication protocols.
- Trained new representatives on product knowledge and customer interaction techniques to ensure consistency in service quality.
- Developed training materials for ongoing staff development, contributing to team performance and engagement.
- 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 rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Education
Bachelor of Science - Office Administration
Polytechnic University of The Philippines
Manila, Philippines04-1986
Skills
- Customer service
- Calendar management
- Data entry
- Microsoft office
- CRM management
- Social media updating
- Meeting scheduling
- Travel planning
- Travel arrangements
- Attention to detail
- Multitasking and organization
- Online marketing
- Internet research
- Marketing support
- Lead generation
- Email management
- Customer relations and communications
- Customer and client relations
- Research and analytical skills
- Appointment coordination
- Administrative support
- Clerical support
- Office administration
Certification
- [Area of certification] Training - [Timeframe]VA Training PH
Languages
Tagalog
Native or Bilingual
Timeline
Virtual Assistant
Self-Employed
01.2024 - 04.2025
Customer Service Representative
Sequential Technology International
02.2021 - 11.2023
Customer Care Representative
Alta Resources: Blue Cross-Blue Shield
07.2016 - 12.2020
Customer Service Representative
Hongkong Shanghai Banking Corporation
09.2014 - 05.2016
Customer Service Representative
Sykes Call Center
10.2007 - 03.2014
Bachelor of Science - Office Administration
Polytechnic University of The Philippines
QA's finest Award/Top Sales Representative
QA's Finest Award - is a recognition given for ensuring 100% accuracy in one complete agent interactions with a customer, It's a superior performance in quality assurance through careful monitoring and analysis of calls and communications. I received this award when I was able to deliver an exceptional customer service experience with accuracy, precision, professionalism and efficiency.
Top Sales Representative - is a recognition for a sales team member who consistently achieves the highest sales number over a specific period. I earned this award by consistently closing mobile phones and plans to customers.