Customer Service w Call Center Exp

Lynne Lourcey

                                                    10259 Hatch Rd                                 

Jacksonville, Fl 32225

stormi2002@comcast.net  

 904-683-2242

 

PROFESSIONAL SUMMARY

Customer Service professional with over 10 years’ experience, providing professional customer service. Professional Experience using phone skills and etiquette in a call center environment. Consistently produces high quality results with established time constraints, excellent interpersonal, excellent written and oral communication skills and extremely detail oriented. Available to begin working immediately.

SKILLS

Collections, Customer Service, Call Center Phones, Switchboard, Account Management, MS Word, MS Excel, MS Outlook, MS Access, Reception, Clerical and Administrative.

PROFESSIONAL EXPERIENCE

U.S. Bank (Formerly FSV Payment Systems                                          September 2009 – March 2013

Assisted customers via telephone to provide information about accounts and services.

Accurately and concisely documented customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.

Resolved customers' service issues by performing activities such as registering and activating cards, linking accounts, transferring funds, etc.

Checked to ensure that appropriate changes were made to resolve customers' problems.

Contacted customers to respond to inquiries regarding accounts.

Helped solve customer issues by properly escalating to designated departments for further investigation.

De-escalate cardholders and issues through solid troubleshooting, problem solving, customer service skills and follow-up. Followed proper escalation processes.

Followed established call center processes utilizing knowledge base tool.

Obtained and examined all relevant information to resolve customer service questions and to determine possible causes.

Educated cardholders on usage; promoted new or additional products and services.

 

Aerotek/Comcast                                                                                    January 2009 – July 2009

Customer Service Representative

Conferred with customer by telephone or in person in order to provide information about product and services to take order or cancel accounts, or to obtain details of complaints.

Kept records of customer interactions and transactions, recording details of inquiries, complaints and comments as well as actions taken.

Resolved customers’ service or billing complaints by performing activities such as exchanging merchandise, processing refunds and adjusting bills.

Checked to ensure that appropriate changes were made to resolve customers’ problems.

Contacted customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.

Referred unresolved customer grievances to designated departments for further investigation.

Determined charges for services requested, collected deposits or payments, or arranged for billing.

Completed contract forms, prepared change of address records, and issued service discontinuance orders. Solicited sales of new or additional services or products.

LaQuinta Inns & Suites                                                                        November 2006 – August 2008

Front Desk Customer Service

Greeted, registered, and assigned rooms to guests of hotels or motels.

Verified customers’ credit, and establish how the customer will pay for the accommodation.

Kept records of room availability and guests’ accounts, manually or using computer system.

Computed bills, collected payments and made change guests.

Performed simple bookkeeping activities such as balancing cash accounts.

Recorded guest comments or complaints.

 

Primeco, Inc.                                                                                        January 2003 – October 2006

Receptionist/Customer Service/Administrative Assistant

Operated telephone switchboard to answer, screen and forward calls, provided information and took messages.

Received payments and recorded receipts for services.

Performed administrative support tasks such as proofreading, transcribing handwritten information, and using technology to manage pay records, invoices, balance sheets and other documents.

Greeted visitors entering the business, determined the nature and purpose of visit, directed or escorted visitor to specific destinations.

 

AT&T Universal Card                                                                             January 1990 – January 1998

Credit and Collections

Received payments and posted amounts paid to customer accounts.

Located and monitored overdue accounts, using technology and a variety of automated systems.

Recorded information about financial status of customers and status of collection efforts.

Located and notified customers of delinquent accounts by mail, telephone, or personal visits to solicit payment.

Conferred with customers by telephone or in person to determine reasons for overdue payments and to review the terms of sales, service, or credit contracts.

Advised and assisted customers in establishing a plan to pay amounts due on credit accounts.

EDUCATION

Sandalwood High School

High School Diploma

 ITT Technical Institute

Computer Courses, Customer Services, and Office Courses completed. Top Scholar, 2003

 

  • ID#: 80657
  • Location: Jacksonville, FL , 32225

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