Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Lela Macias

Rogers,AR

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

13
13
years of professional experience

Work History

Customer Service Representative

Hank's Fine Furniture
11.2022 - Current
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

People Services

Walmart Home Office
03.2021 - 10.2021
  • Increased team productivity with effective communication and collaboration strategies.
  • Managed a high volume of customer inquiries, demonstrating excellent problem-solving skills to resolve concerns quickly.
  • Optimized resource allocation through effective scheduling, prioritization of tasks, and delegation of responsibilities among team members.
  • Delivered outstanding customer support by providing prompt, courteous assistance during all interactions with clients.

ADMIN SUPPORT TEAM LEAD - DEBT COLLECTION

CENTRAL RESEARCH, INC
03.2015 - 09.2020
  • Led team of 20 debt collection agents responsible for overseeing financial services for debt repayment
  • Utilize investigative tools to locate debtors with Federal Bureau of Investigation clearance
  • Effectively communicate with debtors to help with financial repayment plans
  • Ensure regulatory compliance with state, federal and CRI policies
  • Responsible for communicating with difficult debtors when escalated from direct reports
  • Set monthly and quarterly goals for team based off reports and metrics.

ADMIN CLERK II

SERCO, INC
09.2013 - 03.2015
  • Managed consumer health insurance applications
  • Performed daily triage tasks including accurate documentation of consumer records, audit accounts for inconsistencies and exemption queues for processing
  • Participated in system beta-testing of new applications for efficacy
  • Assist leadership in reporting various metrics including congressional inquiries through CMS program.

PRE-K TEACHER

BRIGHT BEGINNINGS PRESCHOOL
09.2011 - 09.2013
  • Maintained a daily curriculum for kindergarten children
  • Led developmental learning activities
  • Effectively communicated with children and parents to assist in learning task at hand.

Education

CHILD DEVELOPMENT ASSOCIATE CERIFICATION -

UNIVERSITY OF ARKANSAS - FT. SMITH
01.2009

DIPLOMA -

NORTHSIDE HIGH SCHOOL
01.2003

Skills

  • LEADERSHIP - Led team of 20 agents to ensure compliance and completion of goals
  • OUTSTANDING CUSTOMER SERVICE - Deescalate interactions with disgruntled customers and ensure customers feel advocated for
  • INVESTIGATION - Using variety of investigative tools with FBI clearance
  • REPORTING - Generating reports from multiple sources and utilizing the metrics to set team goals
  • ADAPTABLE - Cross trained which led to promotions and placement in different roles to suite company needs with ease
  • COMPUTER OFFICE APPLICATIONS - Advanced knowledge of Excel and similar Microsoft Office applications
  • COMMUNICATION - Effectively communicate to show advocacy for our customers and support for direct reports
  • LEARNING & DEVELOPMENT - Responsible for developing material and leading training courses for onboarding new hires

References

  • Mallori Warren, Ethics Case Manager, (479) 644-9961, Mallori.Warren@Walmart.com
  • Matt Poe, Manager Investigations , (479) 381-6087, Matt.Poe@Walmart.com
  • Kara Dyer, Customer Service Manager - Hank's Fine Furniture, 719-213-5265, karadyer@Hanksfurniture.com
  • Tiphanie Rauser, 479-381-7377, TiffanyNRauser1982@gmail.com
  • Ericka Clay, 502-203-6128, Ericka.Clay@gmail.com

Timeline

Customer Service Representative

Hank's Fine Furniture
11.2022 - Current

People Services

Walmart Home Office
03.2021 - 10.2021

ADMIN SUPPORT TEAM LEAD - DEBT COLLECTION

CENTRAL RESEARCH, INC
03.2015 - 09.2020

ADMIN CLERK II

SERCO, INC
09.2013 - 03.2015

PRE-K TEACHER

BRIGHT BEGINNINGS PRESCHOOL
09.2011 - 09.2013

CHILD DEVELOPMENT ASSOCIATE CERIFICATION -

UNIVERSITY OF ARKANSAS - FT. SMITH

DIPLOMA -

NORTHSIDE HIGH SCHOOL

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