LEKEISHA PLUNKETT
Houston,TX
Summary
Dedicated Customer Service Representative with a proven track record of delivering exceptional support and resolving customer inquiries effectively. Strong communication and problem-solving skills have led to significant improvements in customer satisfaction and loyalty. Renowned for building positive relationships through attentive service and proactive issue resolution, while enhancing team performance by sharing expertise and best practices. Focused on creating a consultative member experience that guides individuals in navigating benefits, claims, and access to care across various health and wellbeing programs.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
TopGolf
Houston, TX
02.2013 - Current
- Provided training support for new hires related to customer service processes and procedures.
- Developed creative solutions to resolve complex problems quickly while minimizing cost impacts on the company.
- Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
- Gathered customer feedback to suggest improvements for products and services.
- Escalated unresolved issues requiring further investigation or specialized expertise.
- Analyze trends in call volume data to anticipate peak periods and adjust staffing accordingly.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Provided excellent customer service to resolve customer complaints promptly.
- Resolved customer complaints promptly and efficiently.
- Developed strong relationships with customers by providing personalized assistance and support.
Assistant Manager
Payless Distribution Center
Houston, TX
05.2010 - 01.2016
- Managed customer service inquiries and complaints in a timely manner.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Established processes for monitoring customer satisfaction levels.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Provided leadership, insight, and mentoring to newly hired employees to supply knowledge of various company programs.
- Maintained up-to-date knowledge of company products and services.
- Delegated work to staff, setting priorities and goals.
Education
Some College (No Degree) - Psychology
University of Houston
Houston, TXSkills
- Appointment Coordination
- Account Information Revision
- Conflict Resolution Skills
- Order fulfillment
- Product promotion
- Administrative Support
- Strategic Relationship Management
- Customer Relationship Management
- Effective Conflict Resolution
- Highly effective communication
- Creative Problem-Solving
- Microsoft Word proficiency
- Microsoft Excel and PowerPoint
References
References available upon request.
Timeline
Customer Service Representative
TopGolf
02.2013 - Current
Assistant Manager
Payless Distribution Center
05.2010 - 01.2016
Some College (No Degree) - Psychology
University of Houston
Similar Profiles
Cody BryanCody Bryan
Event Sales Admin at TopgolfEvent Sales Admin at Topgolf
Kaitlyn StellyKaitlyn Stelly
Team Lead at TopGolfTeam Lead at TopGolf
Mattison HuntMattison Hunt
Bayhost at TopGolfBayhost at TopGolf
Ryan N. PaulRyan N. Paul
Bartender/Server at TopgolfBartender/Server at Topgolf
ALEXANDER CERRITOSALEXANDER CERRITOS
Unarmed Security Officer at City Security ServicesUnarmed Security Officer at City Security Services