Lawrence Fuqua Email & Phone Number

A personable, vibrant Customer Service Professional with a proven track record of enhancing the customer experience through understanding, specialized support, and acute product and service knowledge while ensuring all operational units are functioning effectively with inter-departmental teams to ensure all performance goals are met. Proficiently perform management of daily operations, hiring, analyzing/reporting, employee coaching and development. Strive in fast-paced environments performing duties with minimal supervision to track customer trends and improve retention. Self-starter with excellent oral and written communication skills. Proven team player with the ability to work with people at all levels of a corporation. Exceptional academic qualifications include a Bachelor of Business Administration Degree from the University of New Mexico.● Was responsible for efficient daily operations of accounts including quality assurance, daily communications and team morale that met specific client service level agreements.● Interviewed new agent candidates and analyzed business trends for hiring opportunities while administering on the spot coaching (quality assurance) and insured legal compliance according to definitions provided by the Department of Education and Xerox policy guidelines. ● Built key relationships and ensured top level service that guided entire accounts to a WAH model and maintained performance of those accounts through the transition.

Listed skills include Coaching, Quality Assurance, Analysis, Interviews, and 24 others.

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  The University Of New Mexico

  Marketing/Marketing Management, General