Gloria Lewis
Philadelphia,PA
Summary
Seasoned Frontline Specialist with background in customer service, problem-solving and conflict resolution. Leveraged communication skills to maintain positive relationships and ensure customer satisfaction in past roles. Proven ability to handle high-pressure situations while maintaining calm demeanor and professional attitude. Confident and compassionate in my approach to customers.
Reliable Customer Service Representative, known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.
Overview
25
25
years of professional experience
Work History
Front Line Specialist
ELRC
Philadelphia, Pennsylvania
07.2019 - 06.2024
- Provided frontline support to clients, addressing inquiries and concerns effectively.
- Coordinated service delivery processes, ensuring timely responses to client needs.
- Assisted in onboarding new clients, guiding them through service offerings.
- Collaborated with team members to improve service protocols and client satisfaction.
- Resolved conflicts by utilizing strong communication and problem-solving skills.
- Maintained accurate records of client interactions and service requests.
- Educated clients on available resources and services offered by the organization.
- Greeted customers and provided excellent customer service.
- Resolved customer complaints in a timely manner.
- Answered incoming calls and handled customer inquiries.
- Managed the checkout process in a timely manner while providing friendly customer service.
- Utilized effective communication techniques when interacting with customers or colleagues.
- Provided exceptional customer service by responding promptly to customer inquiries and complaints.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Customer Service Specialist/Program Eligibility Specialist
CCIS
Philadelphia, Pennsylvania
04.1999 - 06.2019
- Assisted customers with inquiries and resolved issues efficiently.
- Trained new staff on customer service protocols and tools.
- Maintained accurate records of customer interactions and transactions.
- Provided feedback to management on service improvements and trends.
- Escalated complex issues to appropriate departments for resolution.
- Engaged with customers through various communication channels effectively.
- Maintained a high level of professionalism while interacting with customers via phone or email.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Answered incoming customer inquiries regarding product and service information.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Collaborated with colleagues from other departments in order to resolve customer concerns quickly.
- Monitored call center queues daily in order to respond promptly to customer inquiries.
- Generated reports on customer feedback, trends, and other metrics for management review.
- Provided excellent customer service by responding to inquiries and resolving complaints in a timely manner.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Education
GED -
Formally Northeast GED Center
Philadelphia, PA02-2020
Skills
- Client support
- Service coordination
- Complaint resolution
- Customer relationship management
- Communication strategies
- Conflict mediation
- Problem solving
- Active listening
- Process improvement
- Professionalism and etiquette
- Professional appearance
- Appointment scheduling
- Complaint handling
- Telephone system management
- Data entry proficiency
- Strong work ethic
- Policy enforcement
- Professional phone voice
- Problem-solving skills
- Inquiry response
- Call center operations
- Professional demeanor
- Inbound call answering
Hobbys
- Reading
- Walking
- Generating Inspirational and Encouraging Words Daily on Social Media
Timeline
Front Line Specialist
ELRC
07.2019 - 06.2024
Customer Service Specialist/Program Eligibility Specialist
CCIS
04.1999 - 06.2019
GED -
Formally Northeast GED Center