Lakeisha Malone
Olive Branch
Summary
Personable and dedicated with over 10 years of customer service with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
Work History
Customer Support Specialist
FedEx
10.2023 - Current
- Handled inbound and outbound customer inquiries via email, phone, and chat, ensuring timely, professional, and empathetic responses.
- Investigated and resolved customer complaints related to product quality or service delivery, ensuring customer satisfaction and loyalty.
- Compiled and analyzed detailed reports on customer feedback, identifying trends and areas for improvement to inform management decisions.
- Collaborated with cross-functional teams to ensure seamless customer experiences and facilitate resolution of complex issues
- Maintained a high level of customer satisfaction by ensuring all issues were resolved in a timely and efficient manner
Service Consultant
Progressive
05.2022 - 06.2023
- Maintained accurate records of customer interactions, claims status, and policy updates in the company’s CRM system to ensure data integrity and seamless follow-ups.
- Assisted customers with claims processing, ensuring timely and accurate documentation and resolution of claims while maintaining compliance with company policies and insurance regulations.
- Collaborated with claims adjusters and underwriters to ensure efficient processing of claims and prompt communication of policy adjustments to clients.
Customer Service Representative
GE Appliances, A Haier
08.2021 - 01.2022
- Addressed customer complaints and concerns related to appliance functionality, repair services, and product defects, ensuring prompt resolution and customer satisfaction
- Provided expert assistance to customers regarding product inquiries, troubleshooting, installation, warranties, and service requests for various home appliances.
- Processed returns, exchanges, and warranty claims in accordance with company policies, ensuring a seamless and positive experience for customers.
Pharmacy Technician
Enclara Pharmacia
01.2018 - 02.2019
- Collaborated with healthcare providers to ensure accurate and effective medication therapy management, especially for patients with end-of-life care needs.
- Processed and filled specialty prescriptions for hospice patients, ensuring proper handling, packaging, and delivery of medications tailored to their specific conditions and treatment plans.
- Managed patient medication profiles and documented all interactions in the pharmacy system to ensure continuity of care, maintaining strict confidentiality in compliance with HIPAA regulations
Pharmacy Technician
Walgreen's Pharmacy
07.2017 - 02.2018
- Managed inventory by stocking medications, checking expiration dates, and placing orders for new supplies to maintain optimal stock levels
- Assisted pharmacists in dispensing medications accurately, ensuring prescriptions are filled in accordance with established guidelines and customer needs
- Processed new and refill prescriptions, verifying patient information, medication, and dosage to ensure accuracy and compliance with legal and regulatory standards
Education
Associate of Applied Science -
Concorde Career College
Memphis, TN02-2017
High School Diploma -
Olive Branch High School
Olive Branch, MS05-2009
Some College (No Degree) -
Northwest Community College
Skills
- Strategic planning
- people leadership
- data analytic
- Partnership Building
- Complaint resolution
- Escalation management
- Professional telephone demeanor
- Microsoft Office expertise
- Call Center Operations
- Client Relations
- Problem Resolution
Education and Training
other,other,other
Timeline
Customer Support Specialist
FedEx
10.2023 - Current
Service Consultant
Progressive
05.2022 - 06.2023
Customer Service Representative
GE Appliances, A Haier
08.2021 - 01.2022
Pharmacy Technician
Enclara Pharmacia
01.2018 - 02.2019
Pharmacy Technician
Walgreen's Pharmacy
07.2017 - 02.2018
Associate of Applied Science -
Concorde Career College
High School Diploma -
Olive Branch High School
Some College (No Degree) -
Northwest Community College
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