Tasheika Lancaster
Frederick
Summary
Dynamic professional with a proven track record at Rainmakers LLC, excelling in CATI surveys and data analysis. Demonstrated expertise in enhancing customer engagement through effective communication and problem-solving skills. Achieved significant improvements in survey process efficiency and data quality, contributing to informed decision-making and strategic planning. Skilled in managing high-volume call environments with a goal-oriented mindset and exceptional organizational abilities.
Overview
16
16
years of professional experience
Work History
CATI Interviewer/Administrative Assistant
Rainmakers LLC
10.2024 - 02.2025
- Identified and resolved inconsistencies in interviewees' responses by means of appropriate questioning or explanation.
- Identified potential problems or areas for improvement in the survey process, providing feedback to supervisors.
- Updated supervisor on daily progress regarding completion rates and any issues encountered during interviews.
- Made outbound phone calls to collect information from participants.
- Asked questions in accordance with instructions to obtain person's name, address and age.
- Researched background information about potential respondents prior to contacting them.
- Verified respondent eligibility for each survey prior to conducting an interview.
- Notified phone interview participants of set information and interview's purpose.
- Managed multiple projects simultaneously while adhering to strict deadlines.
- Followed up with non-respondents after initial contact attempts.
- Explained survey objectives and procedures to interviewees, interpreting survey questions to help with comprehension.
- Contacted consumers from prepared list to conduct interviews to obtain information.
- Conducted CATI interviews in accordance with survey protocols, ensuring accuracy of collected information.
- Met with supervisor daily to submit completed assignments and discuss progress.
- Ensured compliance with relevant laws and regulations governing data collection practices.
- Evaluated the quality of incoming calls through active listening techniques.
- Developed and implemented CATI surveys to collect data from a target population.
- Assisted with the development of new survey instruments by writing scripts and designing questionnaires using software programs such as Survey Monkey and Qualtrics.
- Utilized various methods to motivate respondents to complete surveys, including incentives like gift cards or coupons.
- Provided technical assistance to other interviewers on effective interviewing techniques and strategies.
- Participated in team meetings to discuss current projects and brainstorm ideas for future initiatives.
- Performed data entry tasks related to survey results into databases for later review and analysis.
- Stayed abreast of industry developments related to CATI research through reading professional journals and attending webinars and workshops.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Conducted testing of software and systems to ensure quality and reliability.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Worked effectively in team environments to make the workplace more productive.
- Maintained updated knowledge through continuing education and advanced training.
- Entered data into spreadsheets using Microsoft Excel or other similar programs.
- Developed and maintained filing systems for confidential documents and records.
- Handled incoming calls and directed callers to appropriate department or employee.
- Used voice recorder or notepad to compose and transcribe meeting minutes.
- Kept office equipment functional and supplies well-stocked to promote efficient operations.
- Compiled data from various sources into organized reports for review by management team.
- Conducted research on various topics as requested by management.
- Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
- Completed day-to-day duties accurately and efficiently.
CATI Interviewer
Rainmakers LLC
10.2020 - 10.2024
- Developed and implemented CATI surveys to collect data from a target population.
- Updated supervisor on daily progress regarding completion rates and any issues encountered during interviews.
- Provided technical assistance to other interviewers on effective interviewing techniques and strategies.
- Reviewed data obtained from interview for completeness and accuracy.
- Identified potential problems or areas for improvement in the survey process, providing feedback to supervisors.
- Established rapport with participants by engaging them in conversation throughout the interview process.
- Asked questions in accordance with instructions to obtain person's name, address and age.
- Made outbound phone calls to collect information from participants.
- Compiled detailed reports summarizing the results of completed surveys, including analysis of trends and patterns in responses.
- Used computers or specified forms to compile, record and code results or data from interview or survey.
- Notified phone interview participants of set information and interview's purpose.
- Participated in team meetings to discuss current projects and brainstorm ideas for future initiatives.
- Assisted with the development of new survey instruments by writing scripts and designing questionnaires using software programs such as Survey Monkey and Qualtrics.
- Verified respondent eligibility for each survey prior to conducting an interview.
- Recorded information about calls and attempts to contact individuals.
- Monitored the quality of responses during interviews, making sure that questions were answered correctly and completely.
- Followed up with non-respondents after initial contact attempts.
- Utilized various methods to motivate respondents to complete surveys, including incentives like gift cards or coupons.
- Explained survey objectives and procedures to interviewees, interpreting survey questions to help with comprehension.
- Conducted CATI interviews in accordance with survey protocols, ensuring accuracy of collected information.
- Ensured compliance with relevant laws and regulations governing data collection practices.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Maintained updated knowledge through continuing education and advanced training.
CATI Interviewer
Avar Consulting
Rockville
01.2019 - 10.2020
- Developed and implemented CATI surveys to collect data from a target population.
- Provided technical assistance to other interviewers on effective interviewing techniques and strategies.
- Researched background information about potential respondents prior to contacting them.
- Managed multiple projects simultaneously while adhering to strict deadlines.
- Identified potential problems or areas for improvement in the survey process, providing feedback to supervisors.
- Established rapport with participants by engaging them in conversation throughout the interview process.
- Asked questions in accordance with instructions to obtain person's name, address and age.
- Made outbound phone calls to collect information from participants.
- Used computers or specified forms to compile, record and code results or data from interview or survey.
- Notified phone interview participants of set information and interview's purpose.
- Participated in team meetings to discuss current projects and brainstorm ideas for future initiatives.
- Assisted with the development of new survey instruments by writing scripts and designing questionnaires using software programs such as Survey Monkey and Qualtrics.
- Verified respondent eligibility for each survey prior to conducting an interview.
- Followed up with non-respondents after initial contact attempts.
- Utilized various methods to motivate respondents to complete surveys, including incentives like gift cards or coupons.
- Explained survey objectives and procedures to interviewees, interpreting survey questions to help with comprehension.
- Ensured compliance with relevant laws and regulations governing data collection practices.
- Conducted CATI interviews in accordance with survey protocols, ensuring accuracy of collected information.
- Performed data entry tasks related to survey results into databases for later review and analysis.
- Stayed abreast of industry developments related to CATI research through reading professional journals and attending webinars and workshops.
- Evaluated the quality of incoming calls through active listening techniques.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Maintained updated knowledge through continuing education and advanced training.
- Conducted testing of software and systems to ensure quality and reliability.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
Call Agent
UnitedHealthcare
Frederick
10.2018 - 01.2019
- Completed connections between callers, departments and professionals.
- Provided customer service support for incoming calls and emails.
- Escalated complex customer inquiries to appropriate personnel when necessary.
- Maintained accurate records of customer interactions and transactions.
- Used reference files to answer simple questions about client business.
- Recommended additional products or services based on customer needs.
- Answered customer inquiries regarding products, services, billing and technical issues.
- Monitored daily performance metrics of call agents against established goals.
- Resolved customer issues using problem-solving skills.
- Educated customers on product features and benefits.
- Recorded messages, suggesting rewording for clarity or conciseness.
- Responded to customer complaints in a timely manner.
- Conducted follow-up calls to ensure customer satisfaction.
- Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
- Documented processes for handling different types of customer inquiries.
- Maintained updated knowledge through continuing education and advanced training.
- Completed day-to-day duties accurately and efficiently.
Customer Support Specialist
Music & Arts
Frederick
11.2017 - 10.2018
- Analyzed customer feedback to recommend product or service enhancements.
- Participated in team meetings to discuss strategies for improving customer experience.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
- Processed customer account changes with proprietary software.
- Ensured customer satisfaction through effective communication skills and problem resolution techniques.
- Recorded all customer interactions into the database system accurately and completely.
- Consulted with customers regarding needs and addressed concerns.
- Researched customer inquiries using available resources such as FAQs and online forums.
- Investigated customer complaints regarding product quality or service rendered.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Maintained up-to-date knowledge of company products, services, policies, and procedures.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Followed up with customers after issue resolution to ensure their satisfaction with the outcome.
- Performed needs analysis and presented options based on findings to help customers make decisions.
- Resolved issues with first call and escalated more complex issues to obtain necessary customer support.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Maintained positive working relationship with fellow staff and management.
- Prioritized workloads to meet customer needs and maintain established deadlines in fast-paced environment.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
Customer Support Specialist
Wells Fargo & Company
Frederick
04.2016 - 10.2017
- Participated in team meetings to discuss strategies for improving customer experience.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Processed customer account changes with proprietary software.
- Consulted with customers regarding needs and addressed concerns.
- Researched customer inquiries using available resources such as FAQs and online forums.
- Investigated customer complaints regarding product quality or service rendered.
- Applied consultative approach to collect information on customer service, account and technical concerns.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Followed up with customers after issue resolution to ensure their satisfaction with the outcome.
- Performed needs analysis and presented options based on findings to help customers make decisions.
- Resolved issues with first call and escalated more complex issues to obtain necessary customer support.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Maximized customer satisfaction by handling customer email and telephone interactions.
- Maintained positive working relationship with fellow staff and management.
- Created detailed reports on customer feedback for management review.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Exceeded customer satisfaction by finding creative solutions to problems.
Department Manager
Walmart
Frederick
08.2009 - 07.2015
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Enforced safety rules and other policies to protect employees and minimize company liability.
- Exercised discretion and judgment in managing fast-paced environment adapting to change with sense of urgency.
- Identified training needs among staff members and organized relevant workshops accordingly.
- Fostered a positive and inclusive work environment, promoting teamwork and collaboration.
- Worked closely with sales associates to complete tasks.
- Balanced workloads to meet targets without overtaxing employees.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Supervised, trained, and developed team members, enhancing their performance and professional growth.
- Executed targeted merchandising and promotional plans to meet department sales goals.
- Managed daily operations, ensuring efficient workflow and productivity.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Conducted regular performance reviews to monitor progress of individual employees.
- Ensured compliance with company policies and relevant regulations.
- Developed promotional campaigns to increase brand recognition in target markets.
- Handled shift overstock, restocking and inventory control.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Monitored inventory levels, ensuring optimal stock and minimizing waste.
- Coordinated cross-departmental initiatives to improve overall business performance.
- Proposed or approved modifications to project plans.
- Operated equipment and machinery according to safety guidelines.
Education
High School Diploma -
Governor Thomas Johnson
Frederick, MD05-2002
Skills
- CATI surveys
- Data analysis
- Script writing
- Survey protocol
- Quality assurance
- Customer engagement
- Problem solving
- Effective communication
- Time management
- Data entry
- Interview techniques
- Script adherence
- Data collection
- Cross-cultural sensitivity
- Stress tolerance
- Call handling
- Empathy and rapport building
- Patience and persistence
- Goal-oriented mindset
- Confidentiality
- Flexibility
- Assertiveness
- Feedback receptivity
- Phone interviewing
- Organization
- Memory retention
- Call center processes
- Customer communications
- Active learning
- Verbal and written communication
- Critical thinking
- Phone and email etiquette
- Microsoft office
- Proofreading
- Multitasking
- Building rapport
- Inbound and outbound calls
Timeline
CATI Interviewer/Administrative Assistant
Rainmakers LLC
10.2024 - 02.2025
CATI Interviewer
Rainmakers LLC
10.2020 - 10.2024
CATI Interviewer
Avar Consulting
01.2019 - 10.2020
Call Agent
UnitedHealthcare
10.2018 - 01.2019
Customer Support Specialist
Music & Arts
11.2017 - 10.2018
Customer Support Specialist
Wells Fargo & Company
04.2016 - 10.2017
Department Manager
Walmart
08.2009 - 07.2015
High School Diploma -
Governor Thomas Johnson
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