Lakenya Cathcart
Winston-Salem
Summary
Professional in customer service with strong expertise in call center environments. Skilled in managing high volumes of inquiries, resolving issues efficiently, and maintaining positive customer experience. Focused on teamwork and adaptability, ensuring consistent delivery of results. Possess exceptional communication, problem-solving, and multi-tasking abilities. Reliable and flexible in meeting changing demands to support team objectives.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Concierge/Front Desk Receptionist
Trinity Elms Assisted Living
11.2023 - Current
- Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
Customer Care Agent Supervisor
Alight
01.2019 - 01.2024
- Provide high-quality, customer-focused telephonic service using knowledge of procedures and systems to exceed member satisfaction.
- Consult with Members to support easy navigation of online tools, from checking the account balance to submitting claims for reimbursement.
- Educate the members on Alight policies and programs.
- Implemented quality assurance measures to ensure adherence to company standards and policies.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
RX Returns Representative
Inmar
01.2018 - 10.2019
- Act as Tier 2 for the Call Center. If the Call Center cannot answer a question, the call will be transferred to the Rs Returns Representative
- Receiving and assessing client/vendor needs via inbound emails and Salesforce cases
- Maintain detailed documentation of the manufacturer/labeler’s return policy, with all related communications and or requests, to include Salesforce cases.
- Load store files accurately and within the specified clients’ Service Level Agreement.
- Gathered, organized and input information into digital database.
- Helped meet changing demands by recommending improvements to business systems or procedures.
Education
Associate - Business Administration
FTCC
03.2025
Skills
- Tools- Microsoft Office Suite (Word, Outlook, Excel, PowerPoint), Visio, QuickBooks; Windows, Google Earth, EPIC, My Workday, PeopleSoft, Accounts Payable
- Technical- Type 45 wpm with complete accuracy
- Data analysis using spreadsheets
- Record-keeping proficiency
- Proficient problem solving
- Professional telephone communication
- Employee training
- Quality control
Certification
- [Business Instructor], [Alight Solutions]
Languages
English
Native or Bilingual
Timeline
Concierge/Front Desk Receptionist
Trinity Elms Assisted Living
11.2023 - Current
Customer Care Agent Supervisor
Alight
01.2019 - 01.2024
RX Returns Representative
Inmar
01.2018 - 10.2019
Associate - Business Administration
FTCC
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