Roquail Lawson
Richmond,TX
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Goldmark Property Management
Fargo, ND
01.2023 - 01.2024
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered inbound calls, chats and emails to facilitate customer service.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered customer inquiries and provided accurate information regarding products and services.
Machine Operator
US bank service center
Fargo, ND
06.2021 - 02.2023
- Observe machine operations to detect any problems or defects in the finished product.
- Ensure that safety guidelines are followed at all times while operating machinery.
- Comply with company policies regarding quality control procedures.
- Unload finished products from machines onto conveyors or other transport systems.
- Maintain records of completed work and production data including volume produced and time required for each task.
Fraud Analyst
US BANK SERVICE CENTER
Fargo, ND
09.2019 - 02.2023
- Assessed customer and client data to detect potential fraud risks.
- Utilized specialized software tools designed for detecting patterns associated with fraudulent activity.
- Collaborated with other departments on investigations as needed to review evidence, analyze data, and prepare reports for management.
- Maintained up-to-date knowledge of relevant federal laws regarding fraud prevention.
- Communicated with customers and company personnel, utilizing active listening, and interpersonal skills.
- Developed procedures for the prevention, detection, investigation, and reporting of fraudulent activities.
- Participated in group discussions with team members to develop new ways to combat fraud.
- Analyzed and reviewed confidential and highly sensitive investigative material concerning various parties.
- Investigated cases of suspected fraudulent activities, including tracing money trails and analyzing documents.
Infant Assistant Teacher
Faith Kids Preschool
Fargo, ND
01.2019 - 12.2020
- Supervised small group activities.
- Helped maintain a safe and orderly learning environment.
- Maintained safe, educational environment for students during learning and free play time.
- Created calm and disciplined classroom environment to improve student focus.
- Evaluated student work using established criteria.
- Protected confidential information related to staff and families.
Assistant
Anjs Hair Salon
Harvey, LA
01.2016 - 01.2019
- Assist clients, get my bosses coffee, client chair prepped and ready, run errands, schedule clients, call out for clients, greet, and answer phones
- Greeted visitors, clients and guests in a professional manner.
- Organized and maintained filing systems for documents and records.
- Entered data into databases accurately and efficiently.
- Served as contact person and source of information to maintain good communication with clients.
- Answered incoming calls, responded to emails, faxes and other inquiries from customers and vendors.
Wal-Mart Associate
Walmart
Marrero, LA
05.2014 - 03.2018
- Conducted inventory checks to ensure accuracy of shelf stock.
- Assisted customers with selecting items and answering questions about products.
- Provided customer service support for inquiries, complaints, and returns.
- Communicated clearly with customers in person and via telephone, driving positive experiences.
- Trained new associates on store operations, policies, and procedures.
- Stocked shelves with merchandise and ensured product displays were neat and orderly.
- Organized backroom areas to maintain a clean and organized work environment.
- Performed cash register functions accurately and efficiently.
- Followed cleaning and sanitation guidelines to meet health and OSHA requirements.
Education
Bachelor of Arts - Business Administration
Capella University
Minneapolis, MN05-2026
High school diploma -
L.W. Higgins High School
05.2015
Skills
- Account Updating
- Inbound and Outbound Calling
- Call Management
- Complaint Resolution
- Product Knowledge
- Scheduling
- Appointment Scheduling
- Paperwork Processing
- Report Generation
- Data Entry
- Credit Card Payment Processing
- Active Listening
- Customer Service
- Documentation
- Microsoft Office Expertise
- Administrative Support
- Researching
- Coordination
- Typing Proficiency
Work Authorization
Authorized to work in the US for any employer
Additional Information
In college, working on my bachelors degree in business.
Assessments
Work style: Conscientiousness - Proficient, 05/01/21, Tendency to be well-organized, rule-abiding, and hard-working, Proficient
Personal Information
Relocation: Anywhere
Timeline
Customer Service Representative
Goldmark Property Management
01.2023 - 01.2024
Machine Operator
US bank service center
06.2021 - 02.2023
Fraud Analyst
US BANK SERVICE CENTER
09.2019 - 02.2023
Infant Assistant Teacher
Faith Kids Preschool
01.2019 - 12.2020
Assistant
Anjs Hair Salon
01.2016 - 01.2019
Wal-Mart Associate
Walmart
05.2014 - 03.2018
Bachelor of Arts - Business Administration
Capella University
High school diploma -
L.W. Higgins High School
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