Overview
Work History
Education
Skills
Timeline
Generic

Lola Slaughter

North Richland Hills,TX

Overview

19
19
years of professional experience

Work History

LDP TEAM LEAD

Adt Security/Protection1
06.2014 - 11.2023
  • Spearheaded the direction, coaching, and development of Customer Specialists while serving as the primary escalation point for customer issues, inquiries, and satisfaction
  • (KPI: Employee development metrics, such as training completion rates and skill enhancement assessments)
  • Identified development opportunities through quality assurance (call monitoring) and provided ongoing training, coaching, and mentoring as needed
  • (KPI: Call monitoring effectiveness, training completion rates)
  • Consistently met qualitative and quantitative targets for 5 consecutive years.
  • Enhanced customer satisfaction ratings by an impressive 49%, through refined training and quality assurance programs.
  • (KPI: Customer satisfaction scores, feedback metrics)
  • Regularly evaluated employee skills and knowledge, providing training and mentorship as required.
  • (KPI: Employee performance evaluations, training effectiveness)
  • Minimized resource and losses by 32% by maintaining project momentum, mitigating financial risks, and ensuring client satisfaction
  • Improved customer satisfaction by a notable 58% through effective communication and adept problem-solving strategies
  • (KPI: Customer satisfaction scores, issue resolution rates)

TEAM LEAD

Wells Fargo
09.2011 - 07.2015
  • Facilitated special financing options, resulting in a 4% reduction in interest rates for eligible customers.
  • Researched and evaluated available investment opportunities, while assessing customer financial viability.
  • Improved client retention rates by 41% through proactive communication and issue resolution.
  • Achieved a 52% increase in upsell and cross-sell revenue by implementing strategies such as Increased Customer Lifetime Value, Customer Segmentation, Creating need, and email remarketing and retargeting.
  • Reduced average response time to client inquiries by 44% through process optimization and automation.
  • Gathered, organized, and inputted information into digital databases, developing effective improvement plans aligned with goals and specifications.
  • Generated a 25% increase in revenue by Prospecting Lead Nurturing, and by reducing churn.

Customer Service Rep 3

SPRINT PCS
12.2004 - 03.2008
  • Experienced a notable 30% increase in repeat purchases.
  • Enhanced rapid responses to influence brand perception to 96%.
  • Boosted service satisfaction rates by a substantial 70%.
  • Successfully retained 72% more customers.
  • Reduced hold times by an impressive 14 seconds per call.
  • Proudly received Twelve customer service awards in 4 years.
  • Achieved a remarkable 100% satisfaction rating for 3 Years.
  • Boosted service satisfaction rates by a substantial 70%.
  • Successfully retained 82% more customers.

Education

Associates of Science In Cyber Security -

University of Phoenix
04.2025

Associates of The Arts in Business Administration -

University of Phoenix
08.2004

Skills

Skills:

Organizational, problem solving, and analytical skills

Written and verbal communication skills

Duties prioritization

Ability to deal effectively with individuals at all organizational levels

Thrives in a team environment

Enthusiasm and willingness to work within constantly changing priorities

Strong background combining business, sales and service

Able to work under pressure and meet deadlines

Prompt and dependable

Ensures customer retention by championing customer engagement

Timeline

LDP TEAM LEAD

Adt Security/Protection1
06.2014 - 11.2023

TEAM LEAD

Wells Fargo
09.2011 - 07.2015

Customer Service Rep 3

SPRINT PCS
12.2004 - 03.2008

Associates of Science In Cyber Security -

University of Phoenix

Associates of The Arts in Business Administration -

University of Phoenix

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Lola Slaughter