Summary
Overview
Work History
Education
Skills
Timeline
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LaShonda Galvin

Chicago,IL

Summary

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Developed strong client management and problem-solving skills in fast-paced environment. Skilled in effective communication and strategic planning, looking to transition into new field. Seeking to leverage transferrable skills to drive success and growth in new role.

Overview

8
8
years of professional experience

Work History

HR Agent

Ask HR Agent/KONE
04.2024 - Current
  • Company Overview: Demonstrates work experience in high volume call center
  • First point of contact for Staff and Union employees; assist with information pertaining to company polices, PTO, benefits and compensation related inquiries
  • Provide managerial team support with onboarding, offboarding, transfers, Workday learnings and reports
  • Responsible for processing Union and Staff hires in Workday
  • Maintain employee files with accurate information
  • Proficient in Microsoft Office
  • Demonstrates work experience in high volume call center
  • Assisted customers with inquiries and improved satisfaction by providing clear and detailed responses.
  • Supported team operations by maintaining organized records and ensuring accessibility of information.
  • Improved client relationships by addressing concerns with a professional and empathetic approach.
  • Improved operational efficiency with well-documented client interactions and follow-ups.

Customer Service Representative/Floor Coach

Harris & Harris
06.2022 - 04.2024
  • Company Overview: Demonstrates work experience in high volume call center
  • 3rd party customer service representation for a state revenue department
  • Promptly and effectively assist taxpayer’s inquiry regarding returns, refunds, rebates, credits, ordering forms, etc
  • Good interpersonal skills to interact effectively with callers and staff
  • Oral communication skills to receive and convey information clearly and concisely
  • Proficient in Microsoft Office
  • Demonstrates work experience in high volume call center
  • Improved customer satisfaction by quickly addressing inquiries and resolving issues.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Environmental Services Technician

Cook County Stroger Hospital
11.2016 - 03.2022
  • Collects and transports general and infectious/bio-hazard waste and soiled linens in accordance with department and infection control guidelines
  • Sterile and whip all equipment; put equipment back according to chart instruction of room set up
  • Uses Seven Step Cleaning to perform standardized procedures for occupied and terminal cleaning of areas outlined by the department and directed by management
  • Utilizes documented procedures in the Infection Control Policy and Procedure Manual and personal protective equipment to prevent the spread of infection to patience/staff
  • Follows scripting, policies and procedures on patient isolation and all Environmental Services technical and procedural standard operating procedures
  • Maintains Environmental Services work preparation areas in a neat, orderly fashion
  • Works with a team to distribute duties to ensure all areas of the hospital were covered

Reservation Support Team Lead

Apple Vacations
01.2017 - 09.2020
  • Served as the primary, on-site company representative to address guests' concerns and resolve issues with the service experience, bookings, and customer satisfaction
  • Provided all request information including space availability, pricing, discounts, and general information to callers while attempting to close all calls by utilizing techniques provided, credit card payments processing
  • Efficiently handled heavy workloads, receiving calls back-to-back while maintaining an average quality score over 95%
  • Data collection and logging of guest information, including receiving and safeguarding credit card information
  • Built personal relationships with each employee to increase morale and develop individual talent to satisfy the company and customers' needs
  • Hired, trained, and educated Reservations team members on duties and processes to guarantee consistent and unified customer service
  • Flawlessly implemented a successful reservation system in addition to performing daily management responsibilities

Reservation Agent

Apple Vacations
10.2016 - 01.2017
  • Promptly answered reservation inquiries via telephone, fax, voicemail and/or email in a friendly and professional manner
  • Handling incoming calls from travel agents and direct customers in an appropriate & professional manner
  • Providing all request information including space availability, pricing, discounts, and general information to callers while attempting to close all calls by utilizing techniques provided, credit card payments processing
  • Scheduling employees on a weekly basis, discipline and making sure their show up on time
  • Analyzed data to determine availability and rates
  • Entered reservations into the property management system both completely and accurately
  • Utilized proper selling techniques and strategies to maximize budgeted room occupancy and ancillary revenue goals

Education

Bachelor of Arts - History

Ball State University
Muncie, IN
05.2012

Skills

  • Customer Service Support
  • Business Operations
  • Patient Care
  • Medical Terminology
  • Data Entry
  • Regulatory Compliance
  • Exceptional Telephone Etiquette
  • Confidential Correspondence
  • Critical Thinker
  • Reports/Documentation
  • Result Execution
  • Client Relations
  • Communication Skills
  • Attention to Detail
  • Problem Solving
  • Technical Support
  • Conflict Resolution
  • Time Management
  • Clerical
  • Process Improvement
  • Database Management
  • Microsoft Office
  • Data Integrity
  • Documentation & Control
  • Strategic Planning
  • Training & Development
  • Zendesk
  • Customer service
  • Communication skills
  • Relationship building
  • Time management
  • Active listening
  • Conflict resolution
  • Product knowledge
  • Negotiation skills

Timeline

HR Agent

Ask HR Agent/KONE
04.2024 - Current

Customer Service Representative/Floor Coach

Harris & Harris
06.2022 - 04.2024

Reservation Support Team Lead

Apple Vacations
01.2017 - 09.2020

Environmental Services Technician

Cook County Stroger Hospital
11.2016 - 03.2022

Reservation Agent

Apple Vacations
10.2016 - 01.2017

Bachelor of Arts - History

Ball State University

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LaShonda Galvin