“I’ve learned that most customers just want to feel heard before they want a solution.”
For LaShae Garner, that lesson has become the foundation of her work as Customer Care Resolution Specialist at CV Linens™. Every day, she helps customers navigate unexpected challenges with empathy, patience, and a commitment to finding the best possible outcome.
While many customer interactions are straightforward, some situations require extra care and collaboration. That’s where LaShae steps in. By listening first and solving second, she helps turn difficult moments into positive experiences while strengthening the trust customers place in CV Linens™.
Finding a Place to Grow
LaShae joined CV Linens™ shortly after the birth of her son during a time when many people were returning to work while the world was still adapting to life after the COVID-19 pandemic.
She wasn’t sure what to expect when she first joined the company, but within just a couple of weeks, she realized she had found a workplace where she could continue growing both personally and professionally.
Today, she is proud to be part of a team that values its employees, cares deeply about its customers, and remains actively involved in the community.
Solving the Toughest Customer Challenges
As Customer Care Resolution Specialist, LaShae focuses on cases that require deeper investigation and cross-department collaboration.
She handles escalated customer concerns, investigates claim tickets, and works closely with warehouse operations and the Quality team to uncover the root cause of issues. Her role goes beyond resolving individual cases. She also helps identify recurring trends, process improvements, and opportunities that can strengthen the overall customer experience.
Many customers never see the amount of teamwork involved behind the scenes, but every successful resolution often represents the combined efforts of multiple departments working toward the same goal.
More Than Finding Answers
“Most customers just want to feel heard before they want a solution. Once someone knows you’re genuinely on their side, resolving the actual issue becomes so much easier.”
For LaShae, resolving a case is about much more than providing a solution.
She believes every customer deserves to feel understood before discussing the next steps.
That mindset has shaped the way she approaches every conversation, helping customers feel supported even during stressful situations.
By leading with empathy, LaShae helps create experiences that leave customers feeling respected, valued, and confident that someone is advocating for them.
Working Together Behind the Scenes
One aspect of LaShae’s role she especially enjoys is collaborating with teams across the company.
Over time, her position has evolved from handling routine customer inquiries to becoming a bridge between departments. Working with warehouse operations, quality assurance, and other teams has given her a broader understanding of how every department contributes to delivering an exceptional customer experience.
That knowledge allows her to communicate clearly with customers while helping internal teams identify opportunities to improve products, processes, and future service.
Creating Positive Customer Experiences
One of LaShae’s favorite memories at CV Linens™ came during the company’s first sidewalk sale.
The event gave her an opportunity to connect with customers outside the traditional showroom environment while continuing to provide the same level of exceptional service.
Watching customers enjoy the experience and discover great products at special prices made the event especially memorable and reinforced how meaningful face-to-face interactions can be.
Helping Customers Prepare for Success
After working closely with customers through many different situations, LaShae has one piece of advice she believes can make a significant difference.
Whenever possible, order early.
Receiving products ahead of an event gives customers time to inspect their items, address any unexpected concerns, and work with the Customer Care team if assistance is needed.
She also encourages customers to reach out as soon as they notice an issue, allowing the team enough time to find the best possible solution before an important event.
A Collection That Feels Like Vacation
When asked about her favorite product collection, LaShae immediately chose the Hawaiian Tahiti Collection.
As someone who loves traveling and visiting tropical destinations, the vibrant colors and island-inspired designs remind her of relaxing vacations and happy memories with family and friends.
It’s a collection that perfectly reflects her adventurous spirit outside the office.
Life Beyond Work
Outside of CV Linens™, LaShae enjoys traveling, cooking, and spending quality time with family and friends.
Whether she’s preparing meals together, dancing during family gatherings, or creating new memories through travel, she values experiences that bring people together.
One fun fact many coworkers may not know is that she was part of both her school’s symphony and marching band throughout middle and high school.
Making Every Customer Feel Heard
For LaShae, every conversation is an opportunity to make a positive difference.
While customers may remember the beautiful linens and décor they purchased, they also remember how they were treated when they needed help the most.
By approaching every situation with empathy, patience, and a genuine desire to understand, LaShae helps ensure that every customer feels supported from beginning to end.
Her work may happen behind the scenes, but the trust she builds with customers continues to strengthen the relationships that make CV Linens™ more than just a supplier. It makes the company a partner in some of life’s most meaningful celebrations.
