Lashanna Rollins
Waynesboro,GA
Summary
Hard-working professional with 4+ years of experience and a proven knowledge of conflict resolution, customer satisfaction, and customer communications. Aiming to leverage my skills to successfully fill the Customer Service Representative role at your company.
Professional contractor skilled in project management, site supervision, and client relations. Expertise in delivering high-quality results through effective team collaboration and adaptability to changing project needs. Strong focus on safety, compliance, and efficient resource utilization. Reliable and goal-oriented with proven track record of successful project completions.
Knowledgeable [Desired Position] with proven track record in managing diverse projects and ensuring timely completion. Demonstrated ability to coordinate effectively with stakeholders and solve complex problems on-site. Successfully utilized project management and communication skills to deliver high-quality results.
Overview
7
7
years of professional experience
Work History
(Federal Contractor – FEMA Support) Tier 2
ITCON, Inc
10.2024 - Current
- Delivered high-quality work on time and within budget, earning positive feedback from clients.
- Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
- Managed multiple projects simultaneously while maintaining strict adherence to deadlines and budgets.
- Coordinated timely delivery of materials and resources to job sites, preventing delays in project timelines.
- Provide compassionate and efficient customer support to disaster survivors, navigating complex inquiries with care, professionalism, and a calm demeanor during high-stress situations.
- Resolve escalated cases and technical issues beyond Tier 1, including application discrepancies, documentation errors, and eligibility clarification.
- Collaborate with internal teams and federal partners to ensure accurate, timely information is delivered to callers, following FEMA guidelines and protocols.
- Handle sensitive personal data with discretion and integrity, maintaining compliance with federal privacy regulations.
- Utilize multiple internal systems and applications simultaneously while maintaining accuracy and focus in a fast-paced environment.
- Balance empathy and efficiency, consistently meeting performance metrics in call quality, case resolution, and data accuracy.
- Adapt quickly to changes in policy and protocol, thriving in a dynamic environment driven by real-time events and disaster response cycles.
Customer Service Representative
BCforward
08.2023 - 10.2024
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Customer Service Representative
VDart
01.2022 - 06.2023
- Addressed customers courteously using suitable methods and problem-solving skills.
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships.
- Built sustainable relationships and trust with customer accounts using open and interactive communication.
Customer Service Representative
Atento
07.2021 - 01.2022
- Addressed customers courteously using suitable methods and problem-solving skills.
- Updated and maintained database with accurate customer information and timely data entry.
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships.
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts.
Customer Service Representative
Teleperformance
04.2019 - 07.2021
- Addressed customers courteously using suitable methods and problem-solving skills.
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships.
- Read from scripts to promote uniformity and consistency in communications.
Customer Service Representative
Sitel
03.2018 - 01.2019
- Provided account information to customers and explained bill service policies and customer rights.
- Responded to telephone inquiries and complaints following standard operating procedures.
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts.
- Remained open to feedback from supervisor and peers to build and improve skills set.
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships.
Education
High School Diploma -
Tiers Free Academy
Oglethorpe, GA10-2024
Skills
- Attention to detail
- Customer service
- Time management
- Problem-solving
Timeline
(Federal Contractor – FEMA Support) Tier 2
ITCON, Inc
10.2024 - Current
Customer Service Representative
BCforward
08.2023 - 10.2024
Customer Service Representative
VDart
01.2022 - 06.2023
Customer Service Representative
Atento
07.2021 - 01.2022
Customer Service Representative
Teleperformance
04.2019 - 07.2021
Customer Service Representative
Sitel
03.2018 - 01.2019
High School Diploma -
Tiers Free Academy
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