Proactive self-starter and team player with 5 years of experience facilitating customer and company satisfaction through clear communication, critical thinking, and attention to detail. Thrives when learning something new and is challenged to think outside the box.
General – Fine/Studio Arts
• Identified, analyzed, and resolved questions, problems, and complaints in a courteous, professional manner via telephone, email, or face-to-face
• Assisted patrons and employees with computer software questions and functionality issues
• Processed and documented check-in and check-out of electronic supplies for staff and students
• Worked as a team with fellow library assistants and supervisors to provide quality customer service to student and community patrons by performing routine library services and organizing the circulation office
• Offered assistance with research inquiries, digital resources, and other reference materials
• Supervised student work-study assistants and interns, and contributed to their training
• Answered and screened telephone calls in a courteous manner while taking messages with high degree of accuracy
• Scheduled appointments and managing calendars (Google Calendar and Outlook) to ensure client made 100% of appointments
• Prepared documentation for outside mailings (proofreading, filing, and copying) and organized large mailings
• Managed emails, phone calls, incoming mail, to ensure client focused on items that required immediate response
• Adhered to time-management and prioritization to accurately evaluate and interpret audio and video dictation, recognize terminology and discrepancies, and ensure proper formatting to produce high-quality product to diverse clients under strict deadlines
• Attentive listening and attention to detail ensured that 96% of documentation was exact and free of errors per the company’s Formatting & Accuracy grading system
• Promoted from Tier 1 to Tier 2 within four days of learning to use the company’s subtitle editing software and web/cloud technology based on performance and total 60 audio/video minutes transcribed
• Served as first point of contact and technical resource to customers in high-call volume department and communicated information regarding their bank accounts, as well as the company’s products, and services
• Provided customer care via chat, email, and phone with sensitive, tailored solutions to address customers’ unique needs, or routing calls to appropriate department for further assistance
• Executed average of 50 financial transactions on a daily basis while insuring the highest confidentiality according to bank policies and procedures
• Handled average of 120 emails per day in fast-paced virtual call center creating work orders, addressing customer concerns, and routing correspondence to appropriate internal or external contact
• Responded proactively and positively to rapid company changes and assisted with maintaining call center performance by diligently monitoring the newest team members’ productivity and providing assistance/feedback
• Communicated effectively with customers, managers, and co-workers through a variety of channels including email, phone, and chat software
• Managed dedicated high volume email inbox, evaluated communications, and responded to implementation requests and questions from internal partners
• Utilized various bank systems to support specialist teams with client inquiries and questions, and process weekly average of 30 end-to-end implementations in a timely manner
• Collaborated with team to identity opportunities to propose implementation strategies in order to improve tools, technology, and ways of working to better serve an evolving client base
Hard-working Medicine major currently attending Miami Dade College. Where my enthusiasm and collaborative spirit will be engaged in my workplace.
I am a dynamic and results-oriented professional with a strong background in project management, client success, and technical analysis. Holding a Bachelor of Arts and Science from the University of Ottawa.
With over 11 years of experience in the financial services industry, I am a driven and motivated branch manager who leads by example and inspires others to achieve their goals. I have a proven track record of delivering exceptional customer service, increasing branch profitability, and managing compliance and operations functions.
My name is Bebe Ibvisayi Lashley. I am an immigrant from Zimbabwe who has lived in the USA for 22 years.
I have operations and management experience in Insurance, Finance, and Logistics, including oversight of up to 20+ staff.
