Laneefa Gourdine
Lithonia
Summary
CAREER SUMMARY Seasoned service professional leveraging extensive knowledge of both consumer behavior and the customer lifecycle to address service challenges that will improve customer experiences, maximize company value, and increase company bottom line.
Overview
10
10
years of professional experience
Work History
Resolution Specialist
Walmart Inc.
10.2023 - Current
- Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
- Assisted colleagues in navigating challenging situations by sharing expertise and offering guidance when requested or needed.
- Maintained detailed records of all interactions and resolutions for future reference and analysis purposes, improving overall efficiency in handling similar cases down the road.
- Managed high volumes of customer inquiries for efficient resolution, enhancing overall client experience.
- Coordinated with internal departments as needed to gather information on each individual case, facilitating a more accurate and timely response.
Resolution Coordinator II
Walmart Inc.
09.2022 - 10.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Provided primary customer support to internal and external customers.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Maintained CSAT score of 95% or above
- Maintained AHT of 2 minutes of below.
- Excellent communication skills, both verbal and written
- Demonstrated respect, friendliness and willingness to help wherever needed
Advisor II
Concentrix, Anthem BCBS
12.2021 - 09.2022
- Interfacing with members via inbound calls, outbound calls, or through the Internet providing customer service support and resolution of non-routine problems regarding enrollment & Billing issues, general benefit inquiries and claims processing inquiries
- Essential Functions/Core Responsibilities
- Clarify members requirements; probe for understanding, use decision-support tools and resources to resolve members issues that are non-standard/unstructured and require some clarification or conceptual thinking
- Listens attentively to members needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with customer
- Greets members in courteous, friendly, and professional manner using agreed upon procedures
- Maintains broad knowledge of Anthem's products and/or services
- Prepares complete and accurate work including appropriately notating accounts as required
- Participates in activities designed to improve customer satisfaction and business performances
- Track, document and retrieve information in call tracking database
Server
Thumbs Up Diner
06.2016 - 12.2021
- Exhibits stellar customer service and delivers memorable guest experiences that drive brand loyalty with repeat and new guests
- Effectively employ upselling and cross selling strategies that increase both check averages and restaurant revenue
- Maintains awareness of food and beverage trends that can contribute to sales growth and influence adoptions of new menu items
- Maintains awareness of new technologies that can improve operational efficiency and influence adoption of new technology integrations
- Assists management with new hire training.
Head Server
American Food and Beverage
12.2014 - 02.2016
- Train new servers and floor staff on guest service expectations, safety procedures, proper food handling , and restaurant protocols
- Monitored dining room to ensure optimal guests performance
- Work with individual servers to improve performance
- Answer customer inquiries and resolve issues promptly.
- Managed food resources, memorized orders, and coordinated customer service
- Increased sales per customer by listening actively and recommending relevant menu items
- Applied comprehensive knowledge of wine, cider, and beer to increase daily beverage sales
Education
Associate of Arts - Early Childhood Education
Western Governors University
MIllCreek, UTCosmetology -
Aveda Institute
Atlanta02.2015
Skills
- Propensity for cultivation and nurturing relationships
- Problem resolution and decision-making proficiency
- Effective collaboration across diverse teams Superior active listening, verbal, and written communication skills
- Demonstrated flexibility and agility in fast-paced, high-stress business environments
- Time management and multitasking proficiency
- Highly self-motivated and self-directed
- Superior customer service knowledge
- Communications Strategies
- Report Preparation
- Microsoft Excel
Timeline
Resolution Specialist
Walmart Inc.
10.2023 - Current
Resolution Coordinator II
Walmart Inc.
09.2022 - 10.2023
Advisor II
Concentrix, Anthem BCBS
12.2021 - 09.2022
Server
Thumbs Up Diner
06.2016 - 12.2021
Head Server
American Food and Beverage
12.2014 - 02.2016
Associate of Arts - Early Childhood Education
Western Governors University
Cosmetology -
Aveda Institute
Similar Profiles
Jared SikesJared Sikes
Associate at Walmart Inc.Associate at Walmart Inc.
Cruz MatosCruz Matos
Maintenance Manager at Walmart Inc.Maintenance Manager at Walmart Inc.
William HartfordWilliam Hartford
Walmart Associate at Walmart Inc.Walmart Associate at Walmart Inc.