LAYNE MOZER
Lexington,Ky
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening, and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
16
16
years of professional experience
Work History
Customer Service Specialist
HELPWARE
Harrodsburg, KY
11.2021 - Current
- Collect pertinent information related to ERA assistance in Virginia.
- Comply with company policies and procedures by encouraging effective practices.
- Resolved concerns about rental assistance applications and supporting documentation.
- Review and process 25-30 ERA applications per day for both tenants and landlords who seek financial support for rental assistance.
- Request additional documentation when required.
- Achieve high ratings through proactive research and diligent work ethic.
- Gain trust from supervisor got additional responsibilities.
- Trusted with information for upper management.
- Increase efficiency and team productivity by promoting operational best practices.
- Offer support to T1 agents who require additional support.
- Have trust from fellow agents by providing accurate information
Customer Service Specialist
Aerotek
Lexington, KY
10.2008 - 07.2021
- Received inbound calls, assisted members variety of tasks depending on need.
- Routed calls to departments, explained members' accounts and informed them of necessary documents needed/
- Explained eligible programs and assisted in completing their application
- Navigated on multiple systems to gather information related to their issue or question
- Aimed at one call resolutions
- De-escalate members when needed
- Performed outbound calls when appropriate
- Maintained strict confidentiality for every caller
- Maintain 96% and higher in customer service satisfaction.
Customer Service Specialist
Blackboard
Lexington, KY
03.2019 - 06.2021
- Receive inbound calls and route to appropriate departments
- Navigated through multiple systems to find accurate information for students and their parents
- Aided in problem-solving for various issues related to verification for financial aid
- Assisted with applications and scholarships
- Took care of billing needs
- Also was proficient in online chats, up to four at one time
- Provided resources to callers when requested
- Inbound and outbound calls, complied with HIPPA laws
- Maintained high scores in customer service satisfaction 95%-100
- Used consultative techniques to understand customer needs and make strategic referrals to business partners
- Applied basic sales strategy to engage customers and present solutions to suit individual needs
- Assisted customers with needs such as opening accounts, depositing or transferring funds, updating account details, and signing up for new services
Conduent / Customer Service Specialist
COVID
Lexington, KY
01.2018 - 09.2018
- Properly directed incoming and outgoing calls in queue to improve call flow.
- Provided accurate information by researching issues by using available resources.
- Troubleshoot customer complaints and deescalated ongoing issues when needed
- Made reasonable exceptions to accommodate unusual callers
- Maintained95% and higher ratings for customer service satisfaction
- Used consultative techniques to understand customer needs and make strategic referrals to business partners
- Increased efficiency and team productivity by promoting operational best practices
- Applied basic sales strategy to engage customers and present solutions to suit individual needs
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Described product highlights and benefits to help guide purchasing decisions
- Devised innovative strategies to improve customer satisfaction scores and meet company goals
- Reinforced established quality control standards and followed procedures for optimal customer interactions
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success
Education
Bachelor's degree - Communications, mass communication
Bluegrass Community And Technical College
Lexington, KY05.2018
Communications
University of Kentucky
Lexington, KYSome College (No Degree) - Communications Technologies
Bluegrass Community And Technical College
Lexington, KYSkills
- Calm and Professional Under Pressure
- Issue and Complaint Resolution
- Customer Retention Strategies
- Building Customer Trust and Loyalty
- De-escalation Techniques
- Efficient and Detail-Oriented
- Courteous with Strong Service Mindset
- POS Systems and Ordering Platforms
- Understanding Customer Needs
- Responding to Difficult Customers
- Verbal and Written Communication
- Data Entry and Maintenance
- Creative Problem Solving
- LiveChat Messaging
- Excellent Attention to Detail
- Time Management
Timeline
Customer Service Specialist
HELPWARE
11.2021 - Current
Customer Service Specialist
Blackboard
03.2019 - 06.2021
Conduent / Customer Service Specialist
COVID
01.2018 - 09.2018
Customer Service Specialist
Aerotek
10.2008 - 07.2021
Bachelor's degree - Communications, mass communication
Bluegrass Community And Technical College
Communications
University of Kentucky
Some College (No Degree) - Communications Technologies
Bluegrass Community And Technical College
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