LaNae Hadley
Sacramento,CA
Summary
Customer service professional with over 17 years of progressive experience, advancing from Customer Service Representative to Customer Service Specialist. Known for top-notch communication, active listening, and analytical problem-solving skills. Highly dependable and motivated, with a proven ability to manage multiple priorities with accuracy and a positive attitude. Recognized for taking initiative, supporting team goals, and consistently contributing to customer satisfaction and company success. Eager to bring leadership, training, and team support experience into a supervisory role.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Customer Service Specialist
City of Sacramento
04.2023 - Current
- Managed customer inquiries via phone, email, and in-person interactions to ensure satisfaction.
- Resolved complex issues by collaborating with multiple departments for efficient problem resolution.
- Developed training materials to enhance team knowledge on customer service protocols and tools.
- Analyzed customer feedback to identify trends and recommend process improvements.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Managed approximately 30-60 incoming emails per day from customers.
- Implemented and developed customer service training processes.
- Cross-trained and backed up other customer service managers.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Cross-trained and provided backup support for organizational leadership.
Customer Service Representative
City Of Sacramento
05.2006 - 03.2023
- Processed customer service requests promptly to increase customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of City resources creating welcoming, positive experiences.
- Answered constant flow of customer calls with minimal wait times.
- Trained new personnel regarding company operations, policies and services.
- Updated account information to maintain customer records.
- Met customer call guidelines for service levels, handle time and productivity.
- Monitored cash drawers and maintained an adequate cash supply.
- Educated customers about billing, payment processing, and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Clarified customer issues, and determined the root cause of problems to resolve product or service complaints.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Facilitated communication between departments to address service issues effectively.
Education
Some College (No Degree) -
Sacramento City College
San Francisco, CASome College (No Degree) -
Sacramento City College
Sacramento, CASome College (No Degree) -
Cosumnes River College
Sacramento, CASkills
- Customer Relationship Management (CRM)
- Communication & Active Listening
- Problem Solving & Conflict Resolution
- Multitasking & Time Management
- Team Collaboration & Support
- Training & Mentorship
- Adaptability & Initiative
- Technical Proficiency (CRM tools, Microsoft Office)
- Attention to Detail
- Positive Attitude & Professionalism
- Policy and Procedure Adherence
- Business Development Understanding
Accomplishments
- Recipient of the DOU Impact Award for outstanding contributions to team success and customer satisfaction.
- Completed Leadership Development Program, demonstrating readiness for supervisory responsibilities and team mentorship.
- Recognized multiple times for exceeding performance metrics and delivering exceptional customer experiences.
- Played a key role in onboarding and mentoring new team members, improving training efficiency and team cohesion.
Certification
Notary Certificate
Timeline
Customer Service Specialist
City of Sacramento
04.2023 - Current
Customer Service Representative
City Of Sacramento
05.2006 - 03.2023
Some College (No Degree) -
Sacramento City College
Some College (No Degree) -
Sacramento City College
Some College (No Degree) -
Cosumnes River College