Lawrencia Potts

Quality Assurance:

• Provided support in process mapping by documenting detailed, step-by-step procedures to enhance operational efficiency.
• Assisted in the development of tracer studies and employer surveys tailored to both students and employers, ensuring comprehensive data collection.
• Analyzed student satisfaction surveys and created detailed reports to assess feedback and drive improvements.

Clothil Walcott Gender Hub:

• Contributed to the gathering of information and logistical support for the soft launch of the Gender Hub.
• Collaborated with the team to produce articles for inclusion in the Hub's newsletter, highlighting key initiatives.
• Conducted research and provided valuable insights and ideas for podcasts and publications aimed at promoting the Hub's mission.

Business Development:

• Volunteered and provided assistance in the successful execution of summer camp programs, enhancing participant engagement and outcomes.
• Reached out to prospective students to promote and increase enrollment, helping to drive student recruitment efforts.

ELMA Francois Institute:

• Researched and authored articles for Guardian Work Matter publications, contributing relevant and informative content to the publication.
• Coordinated communication with stakeholders by sending updates and invitations regarding upcoming conferences, symposiums, debates, and events hosted by the college.
• Managed filing systems and maintained accurate and up-to-date records for efficient department operations.
• Assisted in the planning and execution of conferences hosted by the department, ensuring seamless event logistics and successful execution.

• Handle inbound contracts and greet customers with energy and enthusiasm
• Engage in outbound communication with customers via different forms of media with energy and enthusiasm
• Build lasting relationships with clients, customers, and other call center team members based on trust and reliability
• Understand and strive to meet and exceed required KPI’s while providing excellent and consistent customer service
• Meet and exceed required productivity and quality standards
• Strive for first contract resolution and take true ownership of customer needs and issues by utilizing available legal requirements
• Deliver amazing customer service through effective and efficient resolution of various customer inquiries and concerns
• Maintain a positive positioning of client product and services in all interactions
• Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
• Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
• Addressed customer account discrepancies and concerns.
• Educated customers about billing, payment processing and support policies and procedures.
• Managed timely and effective replacement of damaged or missing products.
• Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
• Identified and resolved discrepancies and errors in customer accounts.

• Managed day-to-day administration, including file organization, spreadsheet development and report writing
• Built high-performing spreadsheets using advanced excel functions and calculations
• Received and screened high-volume internal and external communications, including calls, emails, and mail
• Oversaw daily office operations and equipment maintenance
• Sorted and distributed incoming mail to correct recipients throughout busy office environments
• Greeted guests and clients with warmth and professionalism

• Prepared healthy meals with additional mealtime planning, feeding, and support
• Monitored individual’s physical and emotional well-being, promptly reporting changes, and providing suggestions for care plan adjustments
• Maintained confidentiality and compliance standards for optimized patient care
• Assisted in all aspects of personal care, retaining comfort and dignity
• Met with parents to discuss care plan of children, seeking continual improvements and development
• Provided holistic care through support across leisure pursuits and creative activities
• Optimized childcare through compassionate consideration and communication
• Kept environment clean and neat following optimum hygiene standards

• Performed clerical duties, including filing, photocopying, and managing phone calls to ensure smooth office operations.
• Supported daily office functions, contributing to an organized and efficient work environment.
• Collaborated on event planning and managed attendee registration for large-scale fundraising initiatives.
• Organized and maintained files, spreadsheets, and reports to ensure easy access and accurate data management.
• Managed inbound and outbound calls, ensuring accurate message documentation for distribution to office personnel.
• Assisted in the coordination and execution of community-focused events, including christmas parties for children and site visits to constituents, providing necessary support and assistance.
• Maintained confidentiality in handling sensitive information while performing administrative tasks.
• Increased customer satisfaction by providing professional and courteous front desk support.

• Examined scanned and input documents in a software system
• Arranged filing systems for easy use and retrieval by personnel
• Transcribed or scanned data to create new files
• Supported staff with administrative needs for photocopying, faxing, and filing
• Handled incoming calls for staff, answering questions, directing calls, and documenting messages