Hi, I’m
LASHAWNA THOMAS
Customer Service Representative
Maywood ,IL
Summary
Dedicated Customer Service Professional with knowledge of service delivery and proven multitasking abilities. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support.
Overview
12
years of professional experience
Work History
Hinda Incentives, Inc
Customer Service Representative
10.2023 - Current
Job overview
- Interact with customers to provide information and/or technical assistance in response to inquiries about their accounts, orders, websites, products, shipping instructions, and more.
- Coordinate shipment, returns, and replacement orders.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Assisted customers in navigating company website improving overall user experience.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Reduced call resolution time through efficient problem-solving and communication skills.
Dynamic Workforce Solutions
Street Team Member
07.2020 - 09.2020
Job overview
- Develop relationships with community organizations, educational facilities and social service agencies to encourage enrollment in workforce center programs
- Conduct outreach presentations as needed with a wide range of audiences including high school students, parents, educators, older adults, transitioning job seekers at halfway houses, etc
- Identify, develop, and implement strategic outreach and recruitment opportunities to ensure proper quantity and quality of talent is available to meet employer needs
- Appropriately connect career seekers to open positions, resulting in employment
- Additionally, connect career seekers to opportunities for training and development and other career center services to increase opportunities for employment
- Assist in all aspects of talent acquisition for local businesses including screening and assessing candidates for technical and soft skills to assess suitability and fit for assigned positions
- Contact participants and/or employers on a regular basis to verify and document placement/retention in employment
- Assist individuals with understanding and completing program enrollment processes
- Conduct eligibility assessment
- Acquire and maintain knowledge of market research tools and the trends in the industry or sector to appropriately guide and direct career seekers to placement or education
- Ensure that customer files and records are maintained in accordance with legal requirements and Company policies and procedures.
Datamark
Research Investigations CSR
01.2020 - 07.2020
Job overview
- The purpose of a Research Investigation Customer Service Representative is to ensure a timely response to cases that have been opened by shippers and/or recipients for FEDEX package delivery issues
- The RI CSR's primary responsibility is to perform a deep-dive research investigation multi-tasking through various FEDEX systems to locate a package, and proactively contact the FEDEX customer to provide a polite and efficient response on their package delivery information
- Ensures care of complex customer inquiries/problems
- Uses experience and advanced knowledge to consistently handle non-routine matters which may include outbound calls to various individuals to gain necessary information to complete assigned tasks
- Utilizes a high degree of skill and ability to explain the most complex matters to ensure customer satisfaction and may require considerable adaptation in response to the particular customer and situation to achieve success
- Handles the most complex customer inquiries and only rare cases may be escalated.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
Career Education
Finance Advisor
03.2018 - 12.2018
Job overview
- The Finance Advisor I is responsible for navigating students through the Financial Aid Process, including but not limited to, assisting with document collection, determining/counseling on Financial Aid eligibility, and calculating Financial Aid amounts to fund educational costs
- Discuss tuition costs, financial aid awards, funding and payment options, and additional requirements with students via phone and email
- Accountable for understanding and applying federal regulations and institutional policies
- Collaborate with other departments to problem solve any issues on a student file
- Provide an overview of the Financial Aid process and programs available to qualifying students
- Counsel students regarding financial aid paperwork, award information, and options for covering education expenses
- Evaluate submitted documentation and determine additional requirements
- Calculate Tuition and Financial Aid based on a student's schedule and unique eligibility
- Deliver the highest level of service to students and co-workers while maintaining performance metrics
- Uphold Title IV, state, military, VA and institutional knowledge and compliance
- Review changes to Financial Aid eligibility throughout the program
- Ability to interpret and apply internal and government policies, procedures and regulations
- Perform algebraic calculations, including gross and net amounts based on percentages
- Simplify complex information and effectively communicate options and answer questions from customers
- Ability to apply concepts from instructions and data furnished in written, oral, diagram, or schedule form
- Proficient in sorting, filtering, finding, and adjusting data in spreadsheets and quickly navigating web-based resources
- Approach assigned tasks with a sense of urgency and an attention to detail.
Bankers Life
Annuity New Business Specialist
06.2018 - 09.2018
Job overview
- Reviewing initial applications of annuity products for completeness and accuracy
- Requesting missing and incomplete information via written and verbal communications with internal associates and field associates
- Reviewing financial information to determine suitability and referring cases for secondary review as appropriate
- Setting up annuity applications for issuing, ensuring data entry accuracy and completeness, proper premium coding and appropriate OFS coding
- Processing and sending letters to applicants that explain reject decisions
- Handling escalations in a time sensitive manner.
Americash Loans
Appointment Setting Rep.
06.2017 - 10.2017
Job overview
- An ASR generates customer sales and appointments for out brick and mortar lending retail locations by selling the benefits of our products and services to our customer base.
- Utilize different software applications to obtain, verify and accurately capture customer related information.
- Influences customer to use our products and services by selling the benefits of the products.
- Use appropriate counterstatement to directly overcome any initial objections realized.
- Complete appointments setting process by gathering the necessary customer related documentation, along with establishing the store location, time and date of the appointment being set.
- Follow established call scripting for successful outbound and inbound call attempts consistently.
- Enhanced company reputation by providing exceptional customer service and support.
Collections Systems Inc.
Customer Service Rep.
02.2016 - 03.2017
Job overview
- Answer customer calls regarding existing medical accounts.
- Make requested account changes and collected payment for past due medical accounts.
- Respond to questions and concerns about service and escalate calls appropriately.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained up to date knowledge of company policies regarding payments and account changes.
- Developed highly empathetic relationship and earned reputation for delivering exceptional customer service.
Olive Garden
Server/To-Go Specialist
11.2011 - 05.2016
Job overview
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Maintained knowledge of current menu items, garnishes, ingredients and preparation methods.
- Delivered exceptional service by greeting and serving customers in a timely, friendly manner.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Cross-trained and provided back-up for other servers when needed.
- Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
- Ensured order accuracy, meticulously reviewing each item before handing off to the customer.
Education
Paul Mitchell The School Tinley Park, IL
No Degree from Esthetics
05.2024
Rich South High SchoolRichton Park, IL
High School Diploma
05.2007
Skills
- Call Center Customer Service
- Written and Oral Communication
- Critical Thinking
- Time Management & Organization
- Customer & Clerical Support
- Order Processing
- Attention to Detail
- Problem Resolution
- Adaptability
- Microsoft Office Suite
- Interpersonal Skills
- Multi-Tasking
- Active Listening
- Computer & POS Proficiency
Timeline
Customer Service Representative
Hinda Incentives, Inc
10.2023 - Current
Street Team Member
Dynamic Workforce Solutions
07.2020 - 09.2020
Research Investigations CSR
Datamark
01.2020 - 07.2020
Annuity New Business Specialist
Bankers Life
06.2018 - 09.2018
Finance Advisor
Career Education
03.2018 - 12.2018
Appointment Setting Rep.
Americash Loans
06.2017 - 10.2017
Customer Service Rep.
Collections Systems Inc.
02.2016 - 03.2017
Server/To-Go Specialist
Olive Garden
11.2011 - 05.2016
Paul Mitchell The School
No Degree from Esthetics
Rich South High School
High School Diploma