LaQuona Floyd
Louisville
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Representative/ Data Entry Specialist
Kentucky transportation cabinet
Louisville, KY
05.2025 - 08.2025
- Greet assist customers
- Built rapport with customers through active listening, empathy, and personalized interactions
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions
- Performed data entry tasks with a high level of accuracy and attention to detail
- Contributed to team success by achieving individual targets while also supporting colleagues during peak periods
- Assisted in training new hires by sharing best practices, providing guidance, and offering support during their onboarding process
- Managed escalated customer issues with professionalism and empathy, ensuring swift resolution while maintaining a positive brand image
CSR - Customer Service Representative/ Data Entry Operator
Kapsch
Louisville, KY
03.2025 - 05.2025
- Create Open Close Accounts Accept Payment for toll bridge
- Provided exceptional customer support via phone, email, and chat channels
- Maintained a high level of professionalism and empathy while addressing customer concerns
- Managed a high volume of incoming calls and emails in a fast-paced environment
- Filing, confidential data entry, excellent customer service, and professionally handle diverse groups of people
- Documented all interactions with customers accurately and thoroughly in the CRM system
- Focus on accuracy and efficiency in data entry Sorted and distributed incoming mail
- Identified recurring customer issues and worked with the product team to implement long-term solutions
- Update all customer demographic information in Paychex
- Assisted customers with product setup, installation, and troubleshooting procedures remotely or onsite when necessary
- Assisted in the upgrade of Kronos Workforce Central Timekeeper
- Provided guidance to customers on using software applications or online platforms effectively
- Followed up with customers after issue resolution to ensure satisfaction and gather feedback for process improvement
- Implemented proactive measures such as automated email responses or self-help resources to reduce incoming support requests
- Accounts Payable Process Utility payments and expense reports using QuickBooks
- Assisted in conducting customer satisfaction surveys to gather feedback on service quality
- Maintained a positive and professional attitude when dealing with challenging customers
- Provided technical assistance to customers experiencing difficulties with software installations or configurations
Replacement Operator
Haier America
Louisville, KY
11.2024 - 02.2025
- Trained new hires on proper handling and storage techniques to minimize product damage during the return process
- Oversaw the organization and maintenance of the return area, optimizing space utilization and improving workflow efficiency
- Implemented safety protocols within the return area to prevent accidents or injuries during handling or storage activities
- Mentored team members to improve their understanding of return policies and procedures, resulting in a XX% decrease in errors
- Maintained a clean and organized work environment within the return area, ensuring compliance with safety regulations
Network Professional
Randstad
Louisville, KY
10.2024 - 11.2024
- Call center representative for Delta Dental
- Provided exceptional customer service and support to ensure customer satisfaction
- Resolved customer inquiries, complaints, and issues in a timely and professional manner
- Maintained a high level of product knowledge to effectively assist customers with their needs
- Managed a large volume of incoming calls and emails from customers, addressing their concerns and providing accurate information
- Collaborated with cross-functional teams to resolve complex customer problems and escalations
- Assisted in the development of training materials for new hires to ensure consistent delivery of excellent customer service
- Utilized CRM software to track customer interactions, update account information, and document issue resolutions
- Contributed ideas for process improvements that enhanced efficiency in handling customer inquiries
- Participated in team meetings to discuss best practices, share knowledge, and collaborate on problem-solving initiatives
- Provided product demonstrations or explanations as needed during the sales process
- Assisted in the implementation of new systems or processes aimed at improving overall efficiency within the department
- Assisted customers with troubleshooting technical issues related to products/services, providing step-by-step instructions or coordinating with technical support teams when necessary
Patient Access Representative
Family health centers
Louisville, KY
03.2024 - 08.2024
- Register patients for Dr. appointments, verify insurance
- Greeted and checked in patients, ensuring accurate collection of demographic and insurance information
- Scheduled patient appointments, coordinating with healthcare providers to optimize scheduling efficiency
- Verified insurance coverage and obtained necessary authorizations for medical procedures, reducing claim denials by XX%
- Educated patients on financial responsibilities, explaining billing processes and payment options
- Resolved patient inquiries and concerns regarding appointments, insurance coverage, and billing discrepancies
- Maintained electronic medical records (EMR) system accuracy by updating patient information and documenting interactions
- Collaborated with healthcare team to ensure timely delivery of quality care to patients
- Assisted in the coordination of referrals to specialists or other healthcare facilities as needed
- Performed pre-registration activities for upcoming surgeries or procedures, ensuring all necessary documentation is complete
- Managed high call volumes in a fast-paced environment while maintaining excellent customer service standards
- Coordinated with medical staff to prioritize urgent cases based on severity of condition or physician's instructions
- Conducted financial screenings to determine eligibility for government assistance programs or charity care services
- Developed strong relationships with patients through effective communication and empathetic support during their healthcare journey
- Ensured compliance with HIPAA regulations when handling sensitive patient information
- Participated in training sessions to stay updated on changes in policies, procedures, and insurance guidelines
- Collaborated with billing department to resolve coding errors or discrepancies that impacted reimbursement rates
- Utilized problem-solving skills to address complex insurance issues such as claim rejections or prior authorization requirements
- Maintained confidentiality of patient records according to established protocols
- Provided exceptional customer service by addressing patient concerns and resolving issues promptly and professionally
- Developed and maintained positive relationships with insurance companies, facilitating smooth claims processing
CSR/Cashier
Liquor Barn
Louisville, KY
02.2024 - 05.2024
- Assist customers Stock Receiving Cash handling
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Maintained a high level of product knowledge to effectively assist customers with their questions and concerns
- Processed customer transactions accurately and efficiently, handling cash, credit cards, and electronic payments
- Maintained a balanced cash drawer at all times, reconciling discrepancies promptly
- Provided exceptional customer service by greeting customers with a friendly demeanor and addressing their inquiries or concerns
- Assisted in training new cashiers on proper procedures for handling transactions and resolving customer issues
- Managed high-volume checkout lanes during peak hours while maintaining accuracy and speed
- Implemented effective upselling techniques to increase sales of promotional items or add-ons
- Collaborated with the store management team to resolve pricing discrepancies or product returns
- Ensured cleanliness and organization of the checkout area, including bagging items properly and restocking supplies as needed
- Utilized point-of-sale (POS) system proficiently to process discounts, coupons, gift cards, and loyalty rewards programs
- Handled exchanges or refunds according to company policies while providing excellent service to dissatisfied customers
- Maintained knowledge of current promotions, sales events, and store policies to provide accurate information to customers
- Contributed ideas for improving checkout processes or enhancing customer experience based on feedback from customers or colleagues
- Assisted in inventory management by monitoring stock levels at the checkout counter
- Trained new employees on operating cash registers effectively
- Performed opening/closing duties including counting money in the register before/after shifts
Customer Service Representative
GenerationTux
Louisville, KY
07.2023 - 01.2024
- Customer Service Support. Replacements Delinquent Refunds
- Handled a high volume of inbound customer calls, averaging XX calls per day
- Provided exceptional customer service by addressing and resolving customer inquiries, complaints, and issues in a timely and professional manner
- Utilized CRM software to accurately document customer interactions, ensuring comprehensive records for future reference
- Achieved an average call resolution rate of XX%, exceeding departmental targets
- Demonstrated strong product knowledge to effectively answer questions and provide accurate information to customers
- Collaborated with cross-functional teams including sales, technical support, and billing departments to resolve complex customer issues
- Consistently met or exceeded individual performance metrics such as average handle time (AHT), first call resolution (FCR), and customer satisfaction scores (CSAT)
- Effectively managed irate or upset customers by actively listening, empathizing with their concerns, and finding appropriate resolutions
- Participated in ongoing training sessions to stay updated on product features, industry trends, and best practices for delivering excellent customer service
- Developed effective scripts for common scenarios which improved consistency across all agents' responses
- Resolved escalated issues from lower-tier representatives while maintaining professionalism
- Maintained a professional and courteous tone during all interactions with customers, ensuring a positive brand image
Customer Service Representative
Liquor World
Louisville, KY
09.2020 - 05.2021
- Greet and assist customers
- Processed customer transactions accurately and efficiently, handling an average of XX transactions per hour
- Provided exceptional customer service by greeting customers, answering inquiries, and resolving complaints in a timely manner
- Maintained a clean and organized checkout area, ensuring a positive shopping experience for customers
- Handled cash, credit card, and mobile payment transactions with precision and accuracy
- Assisted customers in locating products within the store, offering recommendations based on their needs
- Managed returns and exchanges according to company policies, ensuring customer satisfaction
- Ensured compliance with all cashiering procedures including opening/closing registers accurately
- Maintained knowledge of current promotions, discounts, and loyalty programs to effectively communicate them to customers
- Demonstrated strong attention to detail when verifying product prices against shelf labels or promotional signage
- Trained new cashiers on register operations, cash handling procedures, and customer service best practices
Shipping/Receiving Clerk
Diverse Staffing
Louisville, KY
06.2020 - 09.2020
- Picking/Packing Shipping/Receiving
- Processed and prepared shipping documents, including bills of lading, invoices, and customs forms
- Verified accuracy of shipment contents by comparing information on packing slips with purchase orders
- Utilized inventory management software to track and monitor incoming and outgoing shipments
- Collaborated with warehouse team to ensure timely picking, packing, and shipping of customer orders
- Inspected packages for damage or discrepancies before accepting them from carriers
- Communicated effectively with customers regarding order status updates, tracking numbers, and delivery timelines
- Performed regular inventory counts to reconcile physical stock levels with system records
- Implemented quality control measures to minimize errors in packaging and labeling
- Collaborated with warehouse team to optimize storage space utilization for efficient order fulfillment
Private Caregiver
Private party/home owner
Louisville, KY
01.2017 - 06.2020
- Personal/Private health home aid.
- Provided personalized and compassionate care to patients in their homes, ensuring their comfort and well-being
- Implemented infection control measures to prevent the spread of diseases and maintain a safe environment for patients
- Provided emotional support and companionship to patients during challenging times while respecting their privacy and dignity
- Demonstrated excellent communication skills when interacting with patients from diverse backgrounds or age groups
- Collaborated effectively with family members or caregivers in coordinating care plans that aligned with the patient's goals
- Achieved XXX% improvement in patient satisfaction scores through consistently delivering high-quality care and addressing patient concerns
Assistant Manager
Dollar General
Louisville, KY
10.2015 - 02.2017
- Key Holder Open/Close Bank Runs Receiving Stocking
- Assisted in the management of daily operations, ensuring smooth and efficient workflow
- Supervised and trained a team of XX employees, providing guidance and support to maximize productivity
- Collaborated with the manager to develop strategies for achieving sales targets and improving customer satisfaction
- Conducted regular inventory checks to maintain accurate stock levels and minimize loss due to shrinkage
- Resolved customer complaints or concerns promptly, ensuring high levels of customer service at all times
- Assumed managerial responsibilities in the absence of the manager, overseeing all aspects of operations
- Developed strong relationships with vendors and suppliers, negotiating favorable terms for procurement of goods
- Managed cash handling procedures, including opening/closing registers, preparing deposits, and reconciling discrepancies
- Monitored employee performance through regular evaluations, providing constructive feedback for professional development
- Ensured compliance with health & safety regulations by conducting regular inspections and implementing corrective actions when necessary
- Developed employee schedules based on business needs while optimizing staffing levels during peak hours
- Maintained accurate records of financial transactions including daily sales reports, invoices, receipts etc
- Utilized POS systems effectively to process orders accurately while maintaining a high level of efficiency
- Increased overall store profitability by analyzing product performance data & adjusting pricing/markdowns accordingly
- Maintained a clean and organized work environment, adhering to sanitation guidelines for food safety compliance
- Assisted customers with inquiries or concerns regarding products/services while providing exceptional customer service experience
- Maintained up-to-date knowledge of industry trends, competitor activities, and market conditions through continuous research
- Investigated discrepancies or issues related to cash handling or inventory management, implementing corrective actions as needed
- Served as a point of contact for escalated customer complaints/issues resolving them promptly & effectively
Education
High school diploma - undefined
Marion c moore
Louisville, KYSkills
- Retail Sales
- Guest services
- Operating Systems
- Social media management
- Google Suite
- Public relations
- Spanish
- Retail sales
- Gardening
- Sales
- Microsoft Outlook
- Salesforce (2 years)
- Care plans
- Microsoft Office
- Customer service
- Senior care
- Research
- Inventory control
- English
- Time management
- Picking & packing
- Basic math
- Social media marketing
- Data entry
- Upselling
- Kronos
- Quick books
- Paychex
- Rippling
- Food service
- Communication skills
- Warehouse experience
- Team development
- ATS
- Salesforce
- Account management
- Writing skills
- Live Chat
- Troubleshooting
- Assistant manager experience
- Telemarketing
- Forklift
- Technical Support
- Microsoft Word
- Cash handling
- Call center
- Fashion retail
- Relationship management
- HIPAA
- Inside sales
- Van driver
- Organizational skills
- Computer skills
- Retail math
- Windows
- Supervising experience
- Math
- Driving
- Live chat
- Assistant Manager Experience
- Logistics
- Bilingual
- Outbound calling
- Computer Operation
- Hand tools
- Public health
- Store management
- Recruiting
- Microsoft Powerpoint
- Scripting
- Office management
- Project coordination
- Shipping & receiving
- Retail management
- Customer support
- Cold calling
- Conflict management
- Microsoft Excel
- Negotiation
- Interviewing
- Caregiving
- Delivery driver experience
- PeopleSoft
- Technical support
- Front desk
- Java
- Route driving
- Administrative experience
- Documentation review
- Box truck
- Store Management Experience
- Marketing
- Customer Service
- Operating systems
- Order entry
- Mobile devices
- Microsoft Access
- Computer literacy
- Furniture sales
- Phone etiquette
- Typing
- Grocery store
- Clerical experience
- Management
- Databases
- Packaging
- Shipping & Receiving
- Cash register
- Medical terminology
- POS
- Google Docs
Certification
- Driver's License
- May 2023 to March 2027
- Class D
Timeline
Customer Service Representative/ Data Entry Specialist
Kentucky transportation cabinet
05.2025 - 08.2025
CSR - Customer Service Representative/ Data Entry Operator
Kapsch
03.2025 - 05.2025
Replacement Operator
Haier America
11.2024 - 02.2025
Network Professional
Randstad
10.2024 - 11.2024
Patient Access Representative
Family health centers
03.2024 - 08.2024
CSR/Cashier
Liquor Barn
02.2024 - 05.2024
Customer Service Representative
GenerationTux
07.2023 - 01.2024
Customer Service Representative
Liquor World
09.2020 - 05.2021
Shipping/Receiving Clerk
Diverse Staffing
06.2020 - 09.2020
Private Caregiver
Private party/home owner
01.2017 - 06.2020
Assistant Manager
Dollar General
10.2015 - 02.2017
High school diploma - undefined
Marion c moore