Summary
Overview
Work History
Education
Skills
Timeline
Generic

Grace Lambert

OCALA

Summary

Customer service professional with strong communication, problem-solving, and multitasking skills. Over 8 years of call center and administrative experience, delivering empathetic, high-quality support. Proficient in Microsoft Word, Outlook, and phone systems. Dependable team player with proven ability to work independently, adapt to flexible schedules, and meet training and compliance standards in remote environments.

Overview

9
9
years of professional experience

Work History

Retention Customer Service Representative

Dish Network Corp
08.2023 - 06.2025
  • Assisted customers with inquiries, providing accurate information and resolving issues efficiently.
  • Learned and utilized customer relationship management systems to track interactions and enhance service quality.
  • Adapted communication style to meet diverse customer needs, ensuring positive experiences during interactions.
  • Supported retention initiatives by identifying potential churn risks through active listening and engagement techniques.
  • Handled an average of 75–100+ inbound contacts per shift across multiple channels (phone, email, chat, SMS), providing accurate and timely assistance.
  • Achieved consistent performance ratings above 98% in Quality Assurance (QA) evaluations for professionalism, policy adherence, and customer satisfaction.


Office Operations Supervisor

US Census Bureau
02.2019 - 07.2023
  • Supervised a team of 7-10 IT support staff and office clerks, providing guidance on technical issue resolution, workflow management, and adherence to Census operational protocols.
  • Delivered first-contact resolution for 95%+ of IT-related field staff inquiries by utilizing internal documentation, published reference materials, and system resources.
  • Oversaw the intake and triage of over 200+ weekly service requests via phone, email, and ticketing system, ensuring timely response and resolution.
  • Trained over 100 field workers on proper device usage, data collection systems, and troubleshooting procedures, improving field efficiency and reducing downtime.

Sales Team Lead

ATT
06.2016 - 02.2019
  • Led a high-performing team of 12-16 sales representatives, delivering customer service and sales support across multiple channels including phone, email, chat, and SMS, in alignment with company policies and confidentiality standards.
  • Maintained a personal Net Promoter Score (NPS) and team-wide customer satisfaction score of 96%+, consistently exceeding AT&T’s key performance metrics.
  • Achieved monthly sales targets by an average of 120%, including upselling and bundling services such as wireless, internet, and DirecTV packages.
  • Provided real-time coaching and side-by-side mentoring, resulting in a 253% increase in individual sales performance and a 17% decrease in escalated customer calls within the team.
  • Utilized CRM systems to document all customer interactions, service issues, and resolutions accurately; ensured 100% compliance with documentation standards and tracking procedures.
  • Handled 90-120 inbound and outbound contacts daily, resolving both routine and non-routine inquiries by referencing internal databases, published resources, and escalation protocols.

Education

Marketing

Strayer University
Ocala, FL
06-2024

Associate of Arts - Web Graphic Design

DeVry University
Ocala, FL
07-2011

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Problem resolution
  • Conflict resolution
  • Call center operations
  • Professional telephone demeanor
  • Call management
  • Customer relationship management (CRM)
  • Quality control
  • Customer education

Timeline

Retention Customer Service Representative

Dish Network Corp
08.2023 - 06.2025

Office Operations Supervisor

US Census Bureau
02.2019 - 07.2023

Sales Team Lead

ATT
06.2016 - 02.2019

Marketing

Strayer University

Associate of Arts - Web Graphic Design

DeVry University

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