Lela Macias
Rogers,AR
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Hank's Fine Furniture
Rogers, AR
11.2022 - 05.2024
- Provided courteous and professional handling of customer inquiries and suggestions.
- Demonstrated exceptional ability to handle intense situations while preserving professionalism and resolving issues.
- Provided efficient customer service by actively listening to client needs, addressing concerns in a timely manner, and escalating significant issues for resolution.
- Resolved customer complaints, demonstrating empathy and resulting in increased loyalty and repeat business.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
People Services
Walmart Home Office
Rogers
03.2021 - 10.2021
- Enhanced team productivity through the implementation of efficient communication and collaboration strategies.
- Managed high volume of customer inquiries, effectively resolving concerns with excellent problem-solving skills.
- 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.
- Greeted customers, assessed their needs and provided appropriate services.
ADMIN SUPPORT TEAM LEAD - DEBT COLLECTION
CENTRAL RESEARCH, INC
03.2015 - 09.2020
- Managed team of 20 debt collection agents, overseeing financial services for debt repayment.
- Utilized investigatory techniques, requiring Federal Bureau of Investigation clearance, to successfully locate debtors.
- Collaborating effectively with debtors to develop and execute customized financial repayment plans.
- Ensured compliance with policies pertaining to regulations set by state, federal, and CRI.
- Responsible for engaging in effective communication with escalated debtors as assigned by direct reports.
- Utilized reports and metrics to establish team's monthly and quarterly objectives.
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.
- Assisted with the assessment of new applications' efficacy through involvement in system beta-testing.
- Assisted leadership in reporting diverse metrics, including congressional inquiries via the CMS program.
PRE-K TEACHER
BRIGHT BEGINNINGS PRESCHOOL
09.2011 - 09.2013
- Developed and implemented daily curriculum for Pre-K students.
- Took charge of coordinating and conducting developmental learning activities.
- Engaged in clear communication with both children and parents to support learning objectives.
- Planned and implemented developmentally appropriate activities to engage Pre-K students in learning.
Education
Esthetician - Esthetician
Career Academy of Hair Design
Rogers, AR03-2022
Child Development Associate Certification - Child Development
University of Arkansas-Fort Smith
Fort Smith, AR01.2009
DIPLOMA -
Northside Highschool
Fort Smith, AR05-2003
Skills
- Inbound and Outbound Calling
- Data Collection
- Complaint resolution
- Data Entry
- Call Management
- Scheduling
- Account updating
- Paperwork Processing
- Professional telephone demeanor
- Call Center Operations
- Prioritization
- Clerical Support
- Administrative Support
- Escalation management
- Dispute Resolution
- Microsoft Excel
- Customer Service
- Credit card payment processing
- Proofreading
- Critical Thinking
- De-Escalation Techniques
- High-energy attitude
- Payment Processing
Timeline
Customer Service Representative
Hank's Fine Furniture
11.2022 - 05.2024
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
Esthetician - Esthetician
Career Academy of Hair Design
Child Development Associate Certification - Child Development
University of Arkansas-Fort Smith
DIPLOMA -
Northside Highschool
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