Lamisha E. Email & Phone Number

• Supervise a team of 25 agents to confirm compliance with procedures, KPIs, and quality requirements that exceeded 94%.• Recruited, interviewed, and hired employees and implemented a mentoring program to promote positive feedback and engage.• Led process improvement and problem-solving efforts to create standard procedures and escalation policy for the support team.• Collaborates with executives to identify areas of improvement and devise solutions based on findings.• Monitor metrics and develop actionable insights to improve efficiency and performance.• Conduct periodic user training sessions to support customer understanding and product feature utilization.• Interprets data, analyzes results using statistical techniques, and provides ongoing reports.

Chesapeake, Virginia, United States

• Implemented project management techniques to overcome obstacles and increase team productivity by 40% • Actively supported service agents by being the point of contact for escalation and quickly responding to questions via phone, email, chat, and finding appropriate solutions to customer issues.• Set priorities, problem-solved, and researched workflow issues to maintain rapport with customers, associates, and managers.• Implemented a feedback system for customers to provide comments and suggestions to improve service.• Conducted training and mentored a team of 16 customer service agents to promote productivity, accuracy, and commitment to friendly service.

Virginia Beach, Virginia, United States

•Implemented “Customer First” which allowed the department to increase customer satisfaction from 79% to 92% within 60 days.• Monitored metrics and developed actionable insights to improve efficiency and performance.• Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.• Created customer support strategies to increase customer retention.• Built a highly efficient motorcycle customer service team through ongoing coaching andprofessional development opportunities which allowed my team and be 1st place in thedepartment for 4 months.• Established strong relationships with key customers, resulting in increased customerloyalty.

•Created customer support strategies to increase customer retention.• Troubleshot internet devices within scope.•Established strong relationships with key customers, resulting in increased customer loyalty.•Exceeded performance and sales goals monthly•Led team meetings