Chesney Lauderdale
Oxford,AL
Summary
Proven to excel in high-pressure environments, I significantly enhanced customer loyalty and team performance at Customer Contact Services through expert conflict resolution and active listening. My proficiency in Microsoft Office and adept problem-solving abilities led to consistently surpassing performance metrics, marking me as a top achiever with a knack for elevating customer satisfaction and operational efficiency. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. 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 and providing customized solutions to build loyalty. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Customer Contact Services
12.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Cross-trained and provided backup support for organizational leadership.
Customer Service Representative
Progressive Casulty Insurance
08.2022 - 12.2023
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Cross-trained and provided backup support for organizational leadership.
- Cross-trained and backed up other customer service managers.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Patient Care Technician
Noland Hospital
08.2011 - 12.2015
- Monitored vital signs and reported changes to nursing staff, ensuring timely medical interventions when necessary.
- Assisted nurses with essential tasks, streamlining workflow and increasing efficiency in the healthcare setting.
- Enhanced patient satisfaction by providing compassionate and attentive care.
- Assisted in training new Patient Care Technicians, sharing knowledge and best practices to ensure consistency in care delivery.
- Provided high-quality personal care to patients, promoting comfort and dignity during their hospital stay.
- Maintained clean and safe environment to promote patient safety and comfort.
- Contributed to a positive patient experience by keeping rooms clean, organized, and well-stocked with supplies.
- Fostered strong relationships with colleagues, contributing to a collaborative work environment that prioritized teamwork among staff members.
- Supported needs of 20+ residents under long-term care.
Secretary
Noland Hospital
08.2011 - 12.2015
- Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
- Answered multi-line phone system and enthusiastically greeted callers.
- Maintained daily report documents, memos and invoices.
- Scheduled appointments and conducted follow-up calls to clients.
- Handled daily scheduling tasks and provided administrative support for entire department.
- Prepared professional correspondence, including memos, letters, and emails, ensuring accuracy and timeliness.
- Entered data into system and updated customer contacts with information to keep records current.
- Maintained electronic filing systems and categorized documents.
- Maintained office supplies inventory by checking stock and ordering new supplies.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Screened visitors and issued badges to maintain safety and security.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Managed filing system, entered data and completed other clerical tasks.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
Education
High School Diploma -
Anniston High School
Anniston, AL05.2010
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Problem Resolution
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Money handling abilities
- Complaint Handling
- Payment Processing
- Customer satisfaction measurement
- Professional telephone demeanor
- Call Center Operations
- Call Management
- Product Knowledge
- Paperwork Processing
- Administrative Support
- Microsoft Office Suite
- Microsoft PowerPoint
- Data Collection
- Prioritization
- De-Escalation Techniques
- Building rapport
- Clerical Support
- Live chat support
- Multi-line phone talent
- Service Upselling
- Medical terminology knowledge
Timeline
Customer Service Representative
Customer Contact Services
12.2023 - Current
Customer Service Representative
Progressive Casulty Insurance
08.2022 - 12.2023
Patient Care Technician
Noland Hospital
08.2011 - 12.2015
Secretary
Noland Hospital
08.2011 - 12.2015
High School Diploma -
Anniston High School
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