Makisha Lawson
Pine Hills
Summary
Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Overview
25
25
years of professional experience
Work History
Toll Collector
Express Employment
Orlando
09.2024 - Current
- Ensure compliance with all federal, state and local laws related to toll collections operations.
- Maintain cleanliness of work area
- Maintain work area and keep cash drawer organized.
- Answer customers' questions and provide directions as needed
- Count and balance cashier drawers.
- Provide customer service to patrons in a courteous and professional manner.
- Greet customers, assess toll fees and collect payment.
- Process toll payments and issue accurate receipts to motorists.
Customer Service Supervisor
Westgate Resorts
Orlando
04.2012 - 09.2024
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Provided day-to-day leadership to cultivate environment that exemplified company values.
- Submitting timecard correction form for payroll purposes
- Conducting interviews and assisting with hiring process
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
- Assessed team member performances by delivering one-on-one coaching to promote better service.
- Interviewed, hired and trained staff to meet company objectives.
- Prepared work schedules based on staff availability and forecasted demands to optimize personnel
- Evaluated employee job performance and motivated staff to improve productivity.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Answered phone calls and responded to questions and concerns.
- Implemented departmental policies and standards in conjunction with management to streamline internal processes.
- Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
Cashier/Photo Lab Technician
Winn Dixie Supermarket
Ocoee
01.2000 - 02.2005
- Scanned items and checked pricing on cash register for accuracy.
- Checked personal identifications during alcohol and tobacco sales.
- Preserved appearance of store by arranging and replenishing displays and merchandise racks.
- Greeted customers and answered any questions they had about the store's products and services.
- Kept records of purchases; maintained orderly appearance of checkout area; restocked supplies as needed.
- Counted and balanced cashier drawers.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Directed trash removal and sanitation procedures to keep aisles and register area organized.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
- Counted money in cash drawers at the beginning of shifts to ensure amounts were correct.
- Conducted price checks for special orders or discounts as requested by customers.
- Maintained clean and orderly checkout areas by sanitizing register belts, emptying trash cans and organizing candy racks.
- Created prints according to customer specifications and laboratory protocols.
- Set or adjusted machine controls according to specifications, type of operation or material requirements.
- Adjusted color balance, contrast, saturation, brightness levels and other image variables as needed to achieve desired results.
- Troubleshot technical problems related to printing processes and equipment malfunctions.
- Tagged merchandise, updated signs and built displays for new and promotional products.
- Calibrated printers regularly to ensure quality prints.
- Performed daily maintenance and cleaning of photo processing equipment.
- Inspected prints for defects such as scratches or spots before releasing them to customers.
Education
High School Diploma -
Maynard Evans High School
Orlando, Florida05-2003
Skills
- Toll collection
- Cash handling
- Regulatory compliance
- Customer service
- Team leadership
- Performance evaluation
- Attention to detail
- Time management
- Communication skills
- Scheduling
- Vehicle classification
- Cash management
- Multitasking
- Professionalism
- Customer complaint handling
- Customer service excellence
- Basic mathematics
- Verbal communication
- Till counting
Timeline
Toll Collector
Express Employment
09.2024 - Current
Customer Service Supervisor
Westgate Resorts
04.2012 - 09.2024
Cashier/Photo Lab Technician
Winn Dixie Supermarket
01.2000 - 02.2005
High School Diploma -
Maynard Evans High School