LaKeiva Reid
@lakeivareid
Customer service leader driving retention, resolution, and team performance.
United StatesWhat I'm looking for
I am a diligent customer service specialist and team leader with a Master of Business Administration who consistently delivers high customer satisfaction and strong resolution rates. I focus on building relationships across channels—phone, email, and chat—and resolving complex issues with integrity and professionalism.
Over more than a decade at the Maryland-National Capital Park and Planning Commission, I advanced from Customer Service Specialist to Customer Service Team Lead II, maintaining a 95% customer resolution rate, improving satisfaction scores, and cross-training staff to boost team performance.
I bring strengths in CRM systems, project management, process improvement, training and quality assurance, and I thrive in remote and hybrid environments where collaborative problem solving and operational discipline drive measurable results.
Experience
Work history, roles, and key accomplishments
Customer Service Team Lead II
Maryland-National Capital Park and Planning Commission
Jun 2020 - Oct 2023 (3 years 4 months)
Maintained a 95% customer resolution rate and led cross-functional team engagement to resolve complex issues on time and under budget, improving overall customer satisfaction.
Customer Service Team Lead
Maryland-National Capital Park and Planning Commission
Jun 2017 - Jun 2020 (3 years)
Set and drove departmental goals and cross-trained staff, contributing to a 17% increase in customer satisfaction while managing multi-channel customer engagement.
Customer Service Specialist
Maryland-National Capital Park and Planning Commission
Jul 2011 - Jun 2017 (5 years 11 months)
Assisted 40+ clients daily across phone, email, and chat, trained new hires, and used QA data to improve scripts and escalation procedures to enhance service accuracy.
Education
Degrees, certifications, and relevant coursework
Bowie State University
Master of Business Administration, Business Administration
Completed a Master of Business Administration at Bowie State University, awarded in June 2020.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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