Hi, I’m
Aimee Lucas
Littleton,CO
Summary
Encouraging team lead and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
17
years of professional experience
Work History
Ardent Mills
Senior Customer Service Specialist
09.2014 - Current
Job overview
- Entered customer data into system and communicated service concerns with transportation and logistics.
- Coached and mentored new and current teammates in processes to clear the noise.
- Handled customer inquiries and complaints with professionalism to restore satisfaction.
- Proactively addressed customer concerns in order to prevent escalations and complaints.
- Utilized active listening skills to understand customer needs and provide tailored solutions.
- Developed and maintained strong relationships with customers to foster a trusting, long lasting partnership.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
American President Lines
Logistics Coordinator/Customer Relations Specialist
06.2010 - 08.2014
Job overview
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Logged call information and solutions provided into internal database.
- Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Earned import and export in-house certifications with an emphasis on documentation, outbound bookings, US customs hold and requirements and cargo tracing and tracking.
- Integrated/designed a new approach to accept bookings center-wide, which decreased costs and increased efficiency.
- Dedicated account manager for Nestle and Tesla.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
Sygma Network
Customer Service Representative
11.2006 - 06.2010
Job overview
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Processed customer service orders promptly to increase customer satisfaction.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Reduced freight costs by delivering shorted items directly to the customers instead of paying a third-party delivery service.
Education
University of Northern Colorado, Greeley, CO
Bachelor of Arts from Criminal Justice And Sociology
05.2005
University Overview
- Awarded "Who's Who Among Students in American Universities & Colleges" by a Sociology Professor
- 3.79 GPA
- Criminal Justice Society Member
- Research Project: Study of Community Policing with the DA's office and the Greeley Police Department.
Skills
- Interpersonal Communications
- Troubleshooting
- Interdepartmental Communication
- Providing Feedback
- Call Volume and Quality Metrics
- Status Updates
- Articulate Communication
- Inter-Departmental Collaboration
- Order Management
- Customer Relations
- Knowledge Base
- Coaching and Mentoring
- Conflict Resolution Techniques
- Team Goals
- Customer Complaint Management
- Departmental Support
- Escalation Problem-Solving
- Training and Development
- Customer Service
Timeline
Senior Customer Service Specialist
Ardent Mills
09.2014 - Current
Logistics Coordinator/Customer Relations Specialist
American President Lines
06.2010 - 08.2014
Customer Service Representative
Sygma Network
11.2006 - 06.2010
University of Northern Colorado
Bachelor of Arts from Criminal Justice And Sociology
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