LUKENDRA WILLIAMS
Houston,TX
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, ad providing customized solutions to build loyalty.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Anthem/Elevance Health
10.2021 - 07.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered 75+ inbound calls, chats and emails to facilitate customer service per day
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Order Filler
Amazon Prime Now
10.2018 - 03.2019
- Facilitated smooth operations during peak periods, effectively handling increased workload without compromising quality or timeliness of deliveries.
- Implemented effective time management strategies, significantly increasing productivity within tight deadlines.
- Contributed to safe working environment by adhering to strict safety protocols during all tasks.
CUSTOMER SERVICE II
ALIGHT SOLUTIONS LLC
08.2015 - 04.2018
- Check to ensure that appropriate changes were made to resolve customers' problems.
- Managed a high volume of 60+ inbound calls while maintaining a professional demeanor under pressure.
- Resolved customer complaints with empathy, resulting in improved satisfaction ratings.
- Developed rapport with customers through active listening and tailored assistance, fostering loyalty.
Customer Service Representative II
Aon Hewitt
08.2011 - 04.2017
- Assisted with 401K transfers, loans, and health benefits.
- Provided solutions, recommendations, and replacements, using an empathetic approach and demeanor Managed inbound and outbound calls to respond to inquiries and resolve concerns
- Trained new associates on programs and policies Consistently met identified team and client performance metrics, goals, and deadlines Documented detailed notes in CRM system to track customer interactions
- Opened and closed accounts and processed applications Communicated with clients over various platforms such as phone, email, web portal and chat.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Senior Loan Servicing Specialist
Marpast of Texas
02.2004 - 06.2011
- Completed frequent checks on customer accounts to detect any payment problems or issues with the loan terms Assisted team members and managers with tasks to maintain productivity and meet project milestones ,
- Processed over 40+ bank deposits/ach drafts/ Wire of funds to customers accounts Reviewed loan files and title documents to enable expeditious closing of loans
- Maintained the company's reputation by providing confidential, expert services to customers Audited loan files and confirmed that all conditions were satisfied and in compliance with lender guidelines.
Education
Associate of Arts - Liberal Arts And Humanities Multidisciplinary
Houston Community College
Houston, TX05.2025
General High School Curriculum -
Booker T Washington
Houston, TX05.1992
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Problem Resolution
- Call center experience
- Customer Relations
- Data Entry
- Money handling abilities
- Live chat support
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Representative
Anthem/Elevance Health
10.2021 - 07.2022
Order Filler
Amazon Prime Now
10.2018 - 03.2019
CUSTOMER SERVICE II
ALIGHT SOLUTIONS LLC
08.2015 - 04.2018
Customer Service Representative II
Aon Hewitt
08.2011 - 04.2017
Senior Loan Servicing Specialist
Marpast of Texas
02.2004 - 06.2011
Associate of Arts - Liberal Arts And Humanities Multidisciplinary
Houston Community College
General High School Curriculum -
Booker T Washington
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