Lashawn Manning
SC
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
9
9
years of professional experience
Work History
Customer Service Representative
Wayfair
11.2023 - 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.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Project Manager
Change HealthCare
01.2021 - 11.2023
- Schedule, assign, or act on any required customer follow-up in accordance with Contact Center guidelines
- Identify and handle all customer inquiries completely and accurately via Phone, Email and/or Chat as determined by the business needs
- Worked for Claims departments, along side with the Quality Control department when short staffed
- First point of contact for customers via Phone, Email and/or Chat
- Maintain accurate customer data including documentation of discussions, issues, customer requests or other relevant information into Contact Center systems as required
- Participate in individual and team trainings and meetings to ensure knowledge is up-to-date
- Maintain data entry for clients, including but not limited to patient records, medication records, instrumental records, patient data entry, medical diagnosis, healthcare companies, hospitals, clinics, pharmaceutical enterprises and doctors
- Audit charts for clients that patients were no longer being seen.
LICENSED OPHTHALMOLOGIST ASSITANT
SHORELINE VISION
01.2020 - 01.2023
- Maxed out annual supply (year supply of contact purchased by patient), with over 14% to plan for two consecutive months
- Over achieve my bonus goal for two months by 20%
- Streamlined administrative tasks such as record-keeping, scheduling appointments, and billing processes for improved office efficiency.
- Managed ophthalmic conditions, taking into account both medical and psychological aspects of patient care.
- Increased patient satisfaction through timely and accurate communication about diagnoses, treatments, and progress updates.
- Managed busy clinic schedules efficiently while maintaining high levels of patient care and service standards.
Elite Client Advisor
LOUIS VUITTON
01.2021 - 01.2022
- Using Louis Vuitton software to get the correct answers for clients
- Following correct QA, using correct greetings for all clients, listening, following the correct instructions to ensure my call was professional as well was educational for my client
- Transferring customers calls to correct flagship stores.
Page Member
South Carolina State House
01.2015 - 01.2020
- Asset leader who assist members of the General Assembly
- Delivered materials and messages with the Capital complex, answering phone in Representors offices and working in the House or Senate Chambers when the General Assembly was in session
- Page member under Paulette Goodwin, mail room coordinator
- Audit paperwork's for Representator John Smith
- Went to local and non-local meetings to assist the General Assembly when needed
- Showed leadership when training new interns on how to pick up and deliver mail, and what to do in Chambers
- Documented everything in computer system all client's issues and resolutions if any was given for me to document
- Working with HR (Human Resource) in finding solutions to make clients happy.
Education
Bachelor's Degree - Criminal Justice -
South Carolina State University
12.2020
High School Diploma -
Ridge View High School
01.2014
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Money handling abilities
- Complaint Handling
- Complaint resolution
- Client Relations
- Customer satisfaction measurement
- Professional telephone demeanor
Timeline
Customer Service Representative
Wayfair
11.2023 - Current
Project Manager
Change HealthCare
01.2021 - 11.2023
Elite Client Advisor
LOUIS VUITTON
01.2021 - 01.2022
LICENSED OPHTHALMOLOGIST ASSITANT
SHORELINE VISION
01.2020 - 01.2023
Page Member
South Carolina State House
01.2015 - 01.2020
Bachelor's Degree - Criminal Justice -
South Carolina State University
High School Diploma -
Ridge View High School