Cindy Lee
Columbus,OH
Summary
Dynamic customer service professional with a proven track record at Discover Bank, excelling in problem resolution and relationship building. Recognized for enhancing customer satisfaction and streamlining processes, I leverage critical thinking and data entry skills to drive efficiency and foster loyalty. Committed to delivering exceptional service and achieving organizational goals.
Overview
2026
2026
years of professional experience
Work History
Customer Service Representative
GC Services
- 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.
- 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.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Dispatcher
Capital Towing & Recovery
10.2018 - 09.2025
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Directed dispatching, routing, and tracking of Number fleet vehicles.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Maintained updated and detailed records of calls in physical and electronic database.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- Trained new dispatchers on company protocols, contributing to a well-prepared team of professionals.
- Generated reports to track deliveries and maintain proper records and documentation.
- Consistently met performance metrics for call handling, contributing to the overall success of the department.
- Processed invoices and payments for dispatched orders to provide proof of transaction.
- Maintained accurate records of all dispatch calls, ensuring accountability and enabling thorough incident reviews.
Senior Loan Specialist
Discover Bank, Member FDIC
02.2011 - 06.2017
- Negotiated favorable terms with third-party service providers, resulting in cost savings for the company.
- Mentored new hires through onboarding processes ensuring smooth integration into the team.
- Streamlined loan processing procedures for increased efficiency and faster turnaround times.
- Worked closely with sales teams to identify opportunities for cross-selling products and services, increasing revenue generation.
- Established a strong referral network within the industry, resulting in increased deal flow and expanded market presence.
- Provided exceptional customer service, resolving complex issues and maintaining strong relationships with key clients.
- Spearheaded the development of a new loan product specifically tailored to meet the needs of small business clients.
- Successfully originated high-quality loans while adhering to strict regulatory requirements and compliance standards.
- Enhanced loan approval rates by implementing effective underwriting guidelines and risk assessment strategies.
- Maintained strict confidentiality of bank records and client information.
- Submitted loan applications to underwriter for verification and recommendations.
- Developed strong relationships with customers through high levels of customer service.
Education
Franklin University
Columbus, OHSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Computer proficiency
- Conflict resolution
- Microsoft Excel
- Payment processing
- Customer satisfaction measurement
- Professional telephone demeanor
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
- Appointment scheduling
- Microsoft Office Suite
- Microsoft PowerPoint
- Research
Timeline
Dispatcher
Capital Towing & Recovery
10.2018 - 09.2025
Senior Loan Specialist
Discover Bank, Member FDIC
02.2011 - 06.2017
Customer Service Representative
GC Services
Franklin University