Cedric Lee
Rocky Mount,NC
Summary
Dedicated and knowledgeable customer service professional with extensive experience in the field. Solid team player with an outgoing and positive demeanor, establishing strong rapport with clients. Motivated by maintaining high levels of customer satisfaction and contributing to company success. Specializes in quality, speed, and process optimization, continuously striving for improved efficiency. Articulate communication skills, energetic approach, and results-oriented mindset drive passion for developing relationships, cultivating partnerships, and driving business growth.
Overview
13
13
years of professional experience
Work History
Merchant Service Support Specialist
Truist
11.2017 - Current
- Perform and log requested account maintenance
- Complete appropriate documentation to update account information.
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
Inbound Retention Agent
CenturyLink
06.2015 - 11.2017
- Use various computer systems/screens simultaneously to process sales and service orders
- Respond to customer request for information regarding accounts
- Establish new lines of business for existing accounts.
- Utilized knowledge of customer experience to create specialized plans for customer retention.
Provisional Corporate Trainer
West Corporation
02.2012 - 06.2015
- Conducted new hire training class in preparation of internal call center client objectives
- Customer Service Representative
- Dispatch services calls.
- Monitored employee progress and gave feedback to management and additional training requirements.
- Prepared educational materials such as module summaries, videos and informational packets.
Education
2 years of College in Business -
North Carolina A&T
Greensboro, NC01.2004
General College - undefined
Louisburg College
Louisburg, NC01.2002
HS Graduate - undefined
Ralph L Fike High School
01.2001
Skills
- Interpersonal Communication
- Excels at Multitasking
- Strong Work Ethic
- Problem resolution aptitude
- De-Escalation Techniques
- Customer Service
- Account Management
- Refunds processing
- Call Documentation
Personal Information
Title: Customer Service Specialist
Timeline
Merchant Service Support Specialist
Truist
11.2017 - Current
Inbound Retention Agent
CenturyLink
06.2015 - 11.2017
Provisional Corporate Trainer
West Corporation
02.2012 - 06.2015
General College - undefined
Louisburg College
HS Graduate - undefined
Ralph L Fike High School
2 years of College in Business -
North Carolina A&T
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