Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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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, OK
05-2023

Bachelor of Communications -

Shaw University
Raleigh, NC
05-2021

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
Lionel Lucas Jr