LaKisha DuBose
Edgewood
Summary
Dynamic Senior Customer Service Professional with a proven track record at Diamond Comic Distributors, Inc. Expert in complex issue resolution and relationship building, consistently enhancing service quality and customer retention. Adept at cross-department coordination, I foster trust and satisfaction through effective communication and accurate order management.
Overview
29
29
years of professional experience
Work History
Senior Customer Service Professional / Customer Service Leader
Diamond Comic Distributors, Inc.
Hunt Valley
05.1997 - 12.2025
- Resolved complex customer concerns by acting as an escalation point, facilitating detailed investigations and coordinating cross-department follow-up.
- Supervised and mentored staff to prioritize customer resolution, service quality, and retailer satisfaction, enhancing team effectiveness.
- Provided direct phone and written support to specialty retailers, resolving order, damage, shortage, billing discrepancy, and subscription issues to enhance customer satisfaction.
- Cultivated long-term customer relationships based on trust, accuracy, and respectful communication, fostering loyalty and repeat business.
- Communicated product availability, backorders, and allocation changes clearly to set accurate customer expectations.
- Partnered with warehouse and purchasing teams to resolve fulfillment issues and minimize repeat contacts.
- Maintained detailed documentation to ensure follow-through and service consistency.
- Supported onboarding and coaching of team members by modeling best-in-class customer interactions.
Education
Bachelor of Science - Business Administration
Morgan State University
Baltimore, MDSkills
- Customer Support
- Escalation & Complex Issue Resolution
- Order Management
- Returns & Billing Support
- Customer Retention
- High-Volume Case Management
- High-Volume Ticket Management
- Service Quality
- Workflow Adherence
- SOP Adherence
- Cross-Department Coordination
- Accuracy
- Conflict Resolution
- De-Escalation
- Remote Communication
- Collaboration
- Relationship Building
Technical And Remote Tools
- MCBA (reporting, data tracking, order research)
- Microsoft Access (queries, data lookup, record management)
- Ticketing Systems (case tracking, escalation routing, resolution documentation)
- Microsoft Excel (tracking, notes, basic reporting)
- Microsoft Outlook (email, scheduling)
- Microsoft Teams (remote collaboration & meetings)
Remote
True
Education And Professional Development
Bachelor of Business Administration, Communication Skills, Customer Service Fundamentals, Handling Difficult Customers
Professional Highlights
- Provided direct customer support and escalation resolution for hundreds of retailer accounts nationwide.
- Trusted resource for resolving complex, time-sensitive, and high-impact customer issues.
- Recognized for clear communication, professionalism, and customer advocacy during shortages and delays.
- Frequently stepped in to support frontline teams during peak volume periods.
Timeline
Senior Customer Service Professional / Customer Service Leader
Diamond Comic Distributors, Inc.
05.1997 - 12.2025
Bachelor of Science - Business Administration
Morgan State University