LANEKA PATTON
Fairfax
Summary
Diligent Supervisor, Telephone Operations, with proven ability to manage and lead teams effectively. Successfully implemented process improvements that enhanced operational efficiency and team productivity. Demonstrated strong problem-solving and communication skills to drive team success.
Overview
9
9
years of professional experience
Work History
Supervisor, Telephone Operations
AFSPA
01.2025 - Current
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
Research Analyst
American Foreign Service Association
04.2020 - 01.2025
- Boosted overall performance metrics by continuously refining research methodologies and best practices.
- Established strong relationships with industry experts, enhancing knowledge sharing and collaboration within the organization.
- Streamlined data collection processes for increased efficiency in research projects.
- Improved research accuracy by implementing advanced data analysis techniques and tools.
- Managed multiple high-priority projects simultaneously, ensuring timely completion of deliverables under tight deadlines.
- Developed comprehensive reports, providing valuable insights to stakeholders and decision makers.
- Prepared detailed reports summarizing research findings and recommendations for further action.
- Created and maintained database to store research data.
- Increased customer satisfaction rates with targeted improvements informed by detailed consumer feedback analysis.
Health Benefits Specialist II
American Foreign Service Association
08.2019 - 04.2020
- Solved claims issues, improved operations, and provided excellent customer service.
- Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
- Had an excellent attendance record and was always on time for work.
- Provided targeted advice on issues such as applicable employment regulations, compensation strategies, and internal systems to assist businesses in modernizing antiquated or ineffective practices.
Customer Service Representative
Aetna
02.2017 - 07.2019
- Kept accurate and current customer account data with manual form processing and digital information updates.
- Provided a superior customer experience in order to build a loyal customer base.
- Answered customer calls promptly to avoid long wait times on hold.
- Kept customers happy by implementing forward-thinking strategies that focused on meeting their needs and resolving their concerns.
- Complete and accurate work and keep customer files up to date.
- Have excellent listening skills, including the ability to recognize the problem, show empathy and concern for the person's situation, analyze the root cause, and ensure a resolution.
Education
High School -
Fort Mill High School
Fort Mill, SC01.1996
Some college (No degree) - Criminal Justice
Virginia State University
Petersburg, VASkills
- High volume transactions
- Complex Problem-solving
- Excellent verbal communication
- Customer service
- Outgoing and enthusiastic
- Customer relations
- Computer proficiency
- Staff development
- Customer satisfaction
- Training and mentoring
- Staff management
- Attention to detail
Timeline
Supervisor, Telephone Operations
AFSPA
01.2025 - Current
Research Analyst
American Foreign Service Association
04.2020 - 01.2025
Health Benefits Specialist II
American Foreign Service Association
08.2019 - 04.2020
Customer Service Representative
Aetna
02.2017 - 07.2019
Some college (No degree) - Criminal Justice
Virginia State University
High School -
Fort Mill High School
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