Lesharon Coleman
Dekalb,IL
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Versiti
12.2017 - 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.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
Test Operator
Comcast
01.2015 - 10.2017
- Contributed to process improvements by providing valuable feedback on test results to engineering teams.
- Demonstrated excellent problem-solving skills, quickly identifying root causes of failures and proposing viable solutions for their mitigation.
- Supported continuous improvement initiatives, actively participating in brainstorming sessions to enhance overall testing efficiency and effectiveness.
- Reduced equipment downtime, maintaining testing devices in optimal condition through regular maintenance and calibration.
- Enhanced testing efficiency with the implementation of standardized procedures and guidelines.
Financial Aid Advisor
Adtalem Global Education
08.2010 - 12.2014
- Provided exceptional customer service to students, parents, faculty, and staff seeking assistance with financial aid matters.
- Ensured compliance with state, federal, and institutional regulations governing the distribution of financial aid by maintaining up-to-date knowledge of all relevant policies and procedures.
- Designed financial aid reward packages, aligning contents with individuals' monetary and logistical needs.
- Coordinated efforts with admissions office to ensure seamless integration of financial aid information into recruitment materials and events.
- Evaluated student appeals for additional funding or adjustments to existing awards based on extenuating circumstances or special needs.
- Maintained accurate records of all financial transactions related to student accounts, ensuring timely reconciliation during audits or reviews.
- Educated students on various federal, state, and institutional grant programs, helping them make informed choices about financing their education.
Education
Bachelors - Business Accounting
College of DuPage
Glen Ellyn, IL05.2027
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Complaint Handling
- Complaint resolution
- Payment Processing
- Customer satisfaction measurement
- Call Center Operations
- Scheduling
- Product Knowledge
- Call Management
- Documentation
- Administrative Support
- Building rapport
- Quality Control
- Clerical Support
Timeline
Customer Service Representative
Versiti
12.2017 - Current
Test Operator
Comcast
01.2015 - 10.2017
Financial Aid Advisor
Adtalem Global Education
08.2010 - 12.2014
Bachelors - Business Accounting
College of DuPage
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