Summary
Overview
Work History
Education
Skills
Timeline
AdministrativeAssistant

LeShe House

Jonesboro,GA

Summary

Dynamic customer service professional with a proven track record at Arise Virtual Solutions Inc, excelling in complaint resolution and relationship building. Achieved a 95% first-contact resolution rate while managing high call volumes. Proficient in CRM systems, enhancing customer satisfaction and driving upsell opportunities through effective communication and organization.

Overview

4
4
years of professional experience

Work History

Customer Service Representative

Arise Virtual Solutions Inc
Miramar, FL
02.2022 - 08.2023
  • Interacted with 100+ guests daily from diverse backgrounds, ensuring inclusive, respectful service that consistently met satisfaction benchmarks.
  • Balanced 70–100 daily calls while meeting or exceeding 95% service-level agreements and maintaining high empathy and call quality scores.
  • Adapted quickly during peak travel seasons, policy overhauls, and real-time disruptions (e.g., weather or itinerary changes), helping maintain on-time service resolution rates above 90%.
  • Calmed frustrated guests and resolved issues with a 95% first-contact resolution rate, aligning guest satisfaction with company policy.
  • Proficient in using Salesforce and NICE inContact to manage hundreds of tickets per week, ensuring accurate tracking and timely issue resolution.
  • Delivered consistent service across phone, email, and live chat, supporting an omnichannel environment with CSAT scores consistently above 90%.
  • Recommended upgrades and packages that helped increase upsell conversion rates by 15–20%, contributing to departmental revenue goals.
  • Verified guest info, payments, and documents with 99.8% accuracy, reducing booking errors and improving travel experience continuity.
  • Partnered with cross-functional teams to resolve complex issues, reducing guest wait time by 30% and improving team coordination.

Tier 2 Technical Support Specialist

Sitel
Nashville, TN
10.2021 - 02.2022
  • Owned 25–40 complex or unresolved Tier 1 escalations per week, ensuring consistent resolution and minimizing repeat calls.
  • Delivered in-depth troubleshooting for internet, cable TV, VoIP, and mobile services, achieving an 85–90% first-call resolution rate.
  • Analyzed service metrics and system alerts to identify trends and regional outages, contributing to 20% faster incident response times.
  • Pushed remote firmware and software updates to hardware, reducing field technician dispatches by 15–25% through successful remote fixes.
  • Educated customers on preventing repeat issues (e.g., router placement, cable integrity), decreasing follow-up tickets by up to 30%.
  • Communicated technical issues clearly and professionally to non-technical users, maintaining customer satisfaction scores above 90%.
  • Used diagnostic tools to access and test customer equipment, resolving an average of 50+ device-related issues weekly.
  • Escalated unresolved or systemic technical issues to Tier 3 or engineering teams with detailed documentation, reducing handoff times by 20%.
  • Accurately logged 100% of customer interactions and troubleshooting steps in the CRM/ticketing system to ensure visibility and traceability.
  • Documented and followed up on all site visit requirements, supporting efficient field service coordination and reducing repeat visits by 10–15%.
  • Collaborated with field teams to resolve on-site service problems, ensuring on-time arrival and resolution in 95% of coordinated cases.
  • Reset customer equipment, reset signal paths, and configured network settings, resolving 90% of network sync and signal issues without dispatch.

Billing Specialist

AT&T
Atlanta, GA
04.2019 - 04.2021
  • Handled 80–100 billing inquiries per day via phone, chat, and email, maintaining an average CSAT score of 92%.
  • Resolved customer disputes and overcharges with a 98% accuracy rate, reducing billing-related escalations by 20% YoY.
  • Processed refunds, payment adjustments, and credits totaling over $150K monthly, in compliance with AT&T billing policies and procedures.
  • Educated customers on billing cycles, pro-rated charges, installment plans, and bundled service pricing, reducing repeat calls by 25%.
  • Identified and corrected billing discrepancies or system errors, improving invoice accuracy and contributing to a 15% reduction in billing complaints.
  • Worked cross-functionally with the finance and collections departments to ensure account balances were accurate and up-to-date.
  • Promoted digital billing tools and auto-pay setup, leading to a 30% increase in customer self-service enrollment over 12 months.
  • Maintained detailed logs of each case in CRM (e.g., Salesforce, AT&T’s internal billing platform), with 100% compliance in documentation audits.
  • Assisted with training new team members on billing policies, systems, and resolution protocols, improving team ramp-up time by 20%

Education

Associate of Science - Information Technology

Georgia Military College
Valdosta, GA
03-2017

Skills

  • Complaint resolution
  • Account updating
  • Scheduling
  • Customer relationship management (CRM)
  • Microsoft Suite
  • Relationship building
  • Multitasking and organization

Timeline

Customer Service Representative

Arise Virtual Solutions Inc
02.2022 - 08.2023

Tier 2 Technical Support Specialist

Sitel
10.2021 - 02.2022

Billing Specialist

AT&T
04.2019 - 04.2021

Associate of Science - Information Technology

Georgia Military College

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