Carley Lucas
Clearwater,KS
Summary
Dynamic customer service professional with extensive experience at Kansas Turnpike Authority, excelling in problem resolution and active listening. Proven track record of enhancing customer satisfaction and efficiently managing high-stress situations. Proficient in payment processing and data entry, contributing to team success through effective coaching and mentoring of new hires.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
24
24
years of professional experience
Work History
Customer Service Representative
Kansas Turnpike Authority
06.2019 - Current
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Identified and resolved discrepancies and errors in customer accounts.
- Responded proactively and positively to rapid change.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Toll Collector
Kansas Turnpike Authority
03.2001 - 06.2019
- Communicated to assist motorists and respond to inquiries concerning tolls, directions and routes.
- Supported infrastructure maintenance by promptly reporting any equipment malfunctions or damages to appropriate personnel.
- Collected tolls, provided change and issued receipts to motorists quickly to maintain traffic flow.
- Classified all vehicles passing through toll lanes in accordance with procedural requirements.
- Operated toll collection equipment and processed toll payments accurately.
Education
Elementary Education
Butler County Community College
El Dorado, KS05-1994
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Microsoft Excel
- Payment processing
Timeline
Customer Service Representative
Kansas Turnpike Authority
06.2019 - Current
Toll Collector
Kansas Turnpike Authority
03.2001 - 06.2019
Elementary Education
Butler County Community College
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