Lakeisha Cockrum

Detail-oriented and dedicated remote customer service representative with experience in assisting customers with inquiries and concerns, accurately documenting account information, and providing clear explanations of account status. Adept at adhering to state and federal regulations, especially in managing delinquent accounts in compliance with various state guidelines. Known for utilizing exceptional communication skills to address customer needs while achieving client goals.

Consistently successful in discussing additional products and services to enhance customer experience. Proven track record of maintaining key performance metrics such as average handle time, quality assurance, and production measures.

Customer Service Representative - Teleperfomance

(2020-01)

• Provide unparalleled customer service through remote channels, exhibiting professionalism, empathy, and expertise in addressing diverse inquiries and concerns.
• Address inquiries, resolve complaints, and provide solutions to ensure customer satisfaction and retention.
• Diagnose and troubleshoot technical issues with products or services remotely, guiding customers through step-by-step solutions.
• Escalate complex technical issues to appropriate internal teams for further investigation and resolution.
• Foster a culture of collaboration and excellence within the remote team, actively participating in cross-functional initiatives and knowledge-sharing endeavors.

Client Relation Specialist - Go Health

(2019-08 - 2020-12)

• Collaborate cross-functionally with internal teams to develop innovative strategies and proposals.
• Advocate for client needs and priorities within the organization, championing their interests.
• Employ a proactive approach to understanding client objectives and requirements, aligning our services.
• Utilize strong problem-solving skills and resourcefulness to navigate complex situations, collaborating with internal stakeholders.

Call Center Representative - Interactive Resources

(2017-06 - 2019-07)

• Handle a high volume of incoming calls efficiently, managing call queues and adhering to established protocols and service level agreements.
• Document all customer interactions accurately and thoroughly in the CRM system, ensuring data integrity and accessibility for future reference and analysis.
• Utilize conflict resolution techniques to turn negative experiences into positive outcomes.
• Monitored ongoing feedback trends and adjustments, ensuring continuous alignment with customer needs and expectations.
• Provide constructive feedback and insights to management on process improvements, customer trends, and potential areas for optimization, contributing to a culture of continuous improvement and excellence.

High School Diploma - Riverdale High School