Lakendra Taylor-Harris
Shreveport
Summary
Dedicated senior professional with several years of experience in providing superb customer service. Expert in establishing rapport by listening to customers and understanding specific needs. Manage consistent one-call resolution to offer prompt and streamlined service.
Overview
14
14
years of professional experience
2012
2012
years of post-secondary education
Work History
Senior Customer Service Representative
Kelly Services
Shreveport
07.2023 - Current
- Managed customer inquiries through phone, email, and chat channels.
- Resolved complex customer issues using problem-solving techniques.
- Mentored junior representatives on best practices and customer service protocols.
Call Center Team Lead
Maximus Federal Services
Shreveport
05.2017 - 07.2023
- Led daily team meetings to discuss performance and address challenges.
- Trained new staff on customer service protocols and system navigation.
- Monitored call center metrics to ensure adherence to quality standards.
Customer Service Representative
Charter Communications, Spectrum
Shreveport
01.2012 - 05.2017
- Assisted customers with inquiries and provided product information.
- Processed customer orders and managed account updates efficiently.
- Resolved customer complaints through effective communication and problem-solving.
Education
North Caddo High School
Vivian, LASkills
- Customer relationship management
- Complex problem resolution
- Customer service protocols
Timeline
Senior Customer Service Representative
Kelly Services
07.2023 - Current
Call Center Team Lead
Maximus Federal Services
05.2017 - 07.2023
Customer Service Representative
Charter Communications, Spectrum
01.2012 - 05.2017
North Caddo High School