Lionel Lucas Jr
The Bronx,NY
Summary
Personable, friendly and solution-oriented professional with several years of experience in service and support. Customer-focused team player offering expertise in conflict mediation, time management and sales. Dedicated to customer loyalty and satisfaction.
Overview
9
9
years of professional experience
Work History
SFRP Call Center Agent (WFH)
Ascensus Call Center
New York, NY
02.2024 - Current
- Conducted research as needed to resolve customer inquiries related to IRAs.
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
Security
Catalyst Cynergy Group
New York, NY
08.2023 - 01.2024
- Investigated incidents involving potential violations of security protocol.
- Increased system security and performance with proactive changes.
- Analyzed security requirements and implemented appropriate solutions.
- Created security reports for management on system vulnerabilities, patch levels, malware incidents and other security issues.
- Inspected premises for security breaches or suspicious activity.
Executive Outreach Coordinator Intern
Self-Help Bank
Durham, NC
05.2023 - 07.2023
- Conducted research and identified potential partners for outreach initiatives.
- Developed relationships with local businesses, government agencies, schools, and other organizations to increase visibility of programs.
- Assisted in developing strategies for assessing effectiveness of outreach efforts.
- Provided support to team members in completing tasks related to outreach activities.
Playground Associate
NYC Parks and Recreation Department
New York, NY
05.2018 - 08.2022
- Maintained a safe and secure environment for children at the playground by monitoring their activities, enforcing rules, and responding to any incidents.
- Conducted daily safety inspections of the playground area to identify potential hazards or risks.
- Managed student conduct and assisted with resolution when needed.
- Supported students in outdoor activities by organizing games.
Counselor/Tutor
Mott Hall Charter School
The Bronx, NY
09.2015 - 06.2016
- Conducted individual tutoring sessions with students to help them improve their academic performance.
- Developed lesson plans tailored to the needs of each student.
- Designed comfortable tutoring environment conducive to learning.
- Established collaborative relationships with parents and guardians in order to provide effective care for their children.
- Researched best practices in the field of counseling in order to stay current on evidence based treatments.
Education
Master in Sports Management -
Southern Nazarene University
Bethany, OK05-2023
Bachelor of Communications -
Shaw University
Raleigh, NC05-2021
Skills
- Customer communications
- Problem-solving skills
- Complaint resolution
- Building rapport
- Performance monitoring
Accomplishments
- Dean's List, Shaw University, NC
- 2020 National College Athlete Honor Society Inductee( North Carolina Nu chapter of Chi Alpha Sigma) Shaw University, NC
- NFL HBCU Forum participant
- Summa Cum Laude, Shaw University
Timeline
SFRP Call Center Agent (WFH)
Ascensus Call Center
02.2024 - Current
Security
Catalyst Cynergy Group
08.2023 - 01.2024
Executive Outreach Coordinator Intern
Self-Help Bank
05.2023 - 07.2023
Playground Associate
NYC Parks and Recreation Department
05.2018 - 08.2022
Counselor/Tutor
Mott Hall Charter School
09.2015 - 06.2016
Master in Sports Management -
Southern Nazarene University
Bachelor of Communications -
Shaw University
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