Lashane Thomas

Dedicated Remote Customer Service Representative with over 20 years of experience delivering exceptional customer support, administrative services, payroll support, and office management. Skilled in handling high-volume inbound and outbound calls, responding to customer inquiries, resolving issues, documenting interactions, and maintaining confidential information. Strong communication, active listening, and problem-solving skills with the ability to work independently in a remote environment.

Proficient in Microsoft Word, Excel, Outlook Teams, CRM /ATS systems, data entry and administrative support. Committed to providing outstanding customer experiences and exceeding performance goals.

Customer Service Representative - LMW Management Services - Baltimore, MD

(2020-04 - 2026-06)

• Provided exceptional customer service by addressing inquiries and resolving issues promptly, enhancing customer satisfaction and loyalty.
• Managed a high volume of inbound and outbound calls, emails, and live chat interactions, ensuring timely and effective communication.
• Collaborated with team members to streamline processes and improve service delivery, contributing to a more efficient workflow.
• Utilized CRM software to document customer interactions and track service requests, maintaining accurate and up-to-date records.
• Assisted in training new team members, sharing best practices and company policies to support their development and integration.
• Analyzed customer feedback and reported insights to management, aiding in the development of strategies to improve service quality.
• Handled escalated customer complaints with professionalism and empathy, achieving positive resolutions and maintaining company reputation.

Customer Service Representative - Actalet - Annapolis, MD

(2017-02 - 2020-04)

• Delivered outstanding customer service by addressing inquiries, resolving complaints, and ensuring timely customer satisfaction.
• Managed customer accounts, updating personal information and processing orders with accuracy.
• Collaborated with colleagues to enhance customer service processes and boost operational efficiency.
• Used CRM software to monitor customer interactions and generate reports for management.
• Conducted follow-up communications to confirm issue resolution and build positive customer relationships.
• Assisted in training new representatives, sharing best practices and company policies.
• Handled high-volume communication, prioritizing tasks to meet service level agreements.
• Identified and escalated complex issues to relevant departments for thorough investigation and resolution.

HR Senior Employment Analyst Recruiter - Howard County Government - Columbia, MD

(2013-02 - 2017-02)

• Conducted comprehensive recruitment and selection processes for various county departments, ensuring alignment with organizational goals and compliance with employment laws.
• Developed and implemented strategic sourcing strategies to attract a diverse pool of qualified candidates through various channels, including job boards, social media, and networking events.
• Collaborated with department heads and hiring managers to understand staffing needs and provide expert guidance on recruitment best practices.
• Analyzed and evaluated job applications, resumes, and interview performance to identify top candidates for open positions.
• Facilitated and conducted interviews, assessments, and reference checks to ensure the selection of candidates who fit the organizational culture and meet job requirements.
• Managed and maintained applicant tracking systems and recruitment databases to ensure accurate and up-to-date records of all recruitment activities.
• Provided training and support to junior HR staff and hiring managers on effective recruitment techniques and compliance with employment regulations.
• Prepared and presented recruitment reports and metrics to senior management, offering insights and recommendations for improving recruitment processes and outcomes.
• Led initiatives to enhance employer branding and promote Howard County Government as an employer of choice within the community.
• Ensured a positive candidate experience throughout the recruitment process, from initial contact to onboarding.

Office Manager / Customer Service Manager - Boy Home Society - Baltimore, MD

(2011-05 - 2013-02)

• Managed daily operations of the office, ensuring efficient workflow and adherence to organizational policies and procedures.
• Supervised and trained a team of customer service representatives, fostering a high-performance culture and improving service delivery.
• Developed and implemented customer service strategies to enhance client satisfaction and retention.
• Coordinated with various departments to streamline communication and improve operational efficiency.
• Oversaw budgeting and financial management tasks, including expense tracking and reporting.
• Handled customer inquiries and resolved complaints, maintaining a professional and empathetic approach.
• Conducted performance evaluations and provided feedback to staff, promoting professional growth and development.
• Implemented and maintained office systems and procedures to improve productivity and service quality.
• Facilitated meetings and prepared reports to support decision-making processes for senior management.
• Managed vendor relationships and negotiated contracts to optimize office resources and reduce costs.

Payroll / Customer Service Manager - Continental Realty - Baltimore, MD

(2003-03 - 2011-05)

• Managed payroll operations for over 300 employees, ensuring accurate and timely processing of bi-weekly payrolls.
• Supervised a team of payroll specialists, providing guidance and support to enhance efficiency and accuracy in payroll processing.
• Developed and implemented payroll policies and procedures to streamline operations and improve compliance with federal and state regulations.
• Coordinated with the finance department to reconcile payroll accounts and prepare detailed financial reports for management review.
• Addressed and resolved payroll discrepancies and employee inquiries, maintaining a high level of customer satisfaction.
• Conducted training sessions for new hires and existing staff on payroll processes and customer service protocols.
• Collaborated with HR to integrate payroll functions with employee benefits and compensation plans.
• Led initiatives to enhance customer service operations, resulting in a 20% increase in customer satisfaction scores.
• Analyzed customer feedback to identify trends and areas for improvement, implementing strategic changes to service delivery.
• Oversaw the development and maintenance of customer service databases, ensuring accurate record-keeping and data integrity.

Administrative Customer Support - Afro American Newspaper - Baltimore, MD

(2001-10 - 2003-03)

• Provided exceptional administrative support to ensure smooth operations within the customer service department.
• Managed and organized customer records, ensuring accuracy and confidentiality in all documentation.
• Responded to customer inquiries via phone, email, and in-person, resolving issues promptly and professionally.
• Coordinated with various departments to facilitate efficient communication and service delivery.
• Assisted in the preparation and distribution of reports, newsletters, and other communication materials.
• Scheduled and coordinated meetings, appointments, and travel arrangements for management and staff.
• Implemented and maintained filing systems to improve data retrieval and organizational efficiency.
• Supported the development and execution of customer service training programs.
• Monitored and maintained office supplies inventory, placing orders as needed to ensure uninterrupted operations.
• Contributed to team projects and initiatives, enhancing overall customer satisfaction and service quality.

High School Diploma - Woodlawn High

Bachelor's Degree - Business Management Human Resource - University of Maryland Eastern Shore (2001-05)