Lerai Shadix
Darien,GA
Summary
Dynamic customer service professional with a proven track record at Radial, excelling in complaint handling and de-escalation techniques. Recognized for enhancing customer satisfaction and mentoring team members, while leveraging Salesforce expertise to streamline processes. Committed to continuous improvement and fostering strong vendor relationships in fast-paced environments.
Experienced with handling escalated customer issues efficiently and effectively. Utilizes advanced problem-solving techniques to achieve resolution and satisfaction. Track record of maintaining composure and professionalism in high-stress situations to ensure positive outcomes.
Customer Service Specialist with solid expertise in managing complex customer interactions and resolving escalated issues. Skilled in problem-solving, communication, and conflict resolution. Strong focus on team collaboration and achieving results. Adaptable, reliable, and ready to meet changing needs.
Overview
29
29
years of professional experience
Work History
Customer Service / Escalations
Radial
08.2015 - 03.2025
- Streamlined communication for better issue resolution, working closely with internal departments and external partners.
- Collaborated with management to develop strategies for dealing with common customer pain points and recurring issues.
- Designed new escalation procedures to improve response times and reduce case backlog.
- Ongoing collaboration with quality assurance teams ensured continuous improvement in service delivery standards during escalations.
- Enhanced customer satisfaction by effectively addressing and resolving escalated concerns in a timely manner.
- Recognized as a top performer within the team, consistently meeting or exceeding key performance indicators related to escalation case handling.
- Mentored junior team members on proper escalation handling techniques, improving overall team performance.
Customer Service /Senior Accounts Payable Specialist
Old Fashion Foods Vending
12.1995 - 03.2014
- Assisted in the development of a comprehensive accounts payable policy to establish standardized procedures across the organization.
- Enhanced vendor relationships through timely communication and effective resolution of discrepancies in billing statements.
- Trained junior staff members on accounts payable best practices, fostering a cohesive and knowledgeable team environment.
- Calculated and reported on sales commissions.
- Organized and maintained filing system for accounts payable documentation, ensuring easy access to relevant information when needed.
- Provided support during audits, reconciling financial statements and supplying necessary documentation for review.
Education
GED -
Lithia Springs High
Lithia Springs Ga04-1983
Skills
- Call center experience
- Complaint handling
- De-escalation techniques
- Email etiquette
- Salesforce expertise
- Social media monitoring
- Remote support
Timeline
Customer Service / Escalations
Radial
08.2015 - 03.2025
Customer Service /Senior Accounts Payable Specialist
Old Fashion Foods Vending
12.1995 - 03.2014
GED -
Lithia Springs High
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