Roydnel Lumeus
Brooklyn,NY
Summary
Cheerful and upbeat customer service with history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Detail-oriented approach to resolving CRM issues. Personable and dedicated Customer Service Representative with extensive experience in customer service industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
Work History
Remote Customer Service Agent
CONNEXION POINT
Lake Worth, FL
07.2024 - 02.2026
- Educated clients on how to navigate company systems and work within established frameworks to obtain desired services.
- Documented conversations with customers to track requests, problems and solutions.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Investigated and solved routine, complex and long-standing customer issues each day.
- Asked probing questions to determine service needs and accurately input information into electronic system.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Remote Customer Service Agent
SHIFTSMART
Miami, Florida
05.2022 - 06.2024
- Managed high-volume of inbound and outbound customer calls.
- Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.
- Implemented services to assist company in maintaining exceptional client service ratings on external audits.
- Processed customer account changes.
- Conducted CRM tasks to maintain quality assurance satisfaction levels.
Remote Customer Service Agent
CARENET
Miami, FL
02.2020 - 05.2022
- Set up and activated customer accounts to maintain QA satisfaction levels.
- Worked under strict deadlines and responded to service requests and emergency call-outs.
- Expressed appreciation for patronage, inviting and encouraging customer return visits.
- Improved productivity by providing CRS performance feedback for corrective action.
- Delivered service and support to each customer, paving way for future business opportunities.
Education
GED -
Florida State University
02-2008
HIGH SCHOOL DIPLOMA -
Broward College
02-2010
Skills
- Needs Assessment
- Inbound Customer Service
- CRM
- CRM Software
- Customer relations
- Inbound and outbound calling
- System implementation
- Call center experience
- Troubleshooting
- Customer Service
- Tech Support
- Typing
Languages
- French
- English, Fluent
- French, Proficient
Timeline
Remote Customer Service Agent
CONNEXION POINT
07.2024 - 02.2026
Remote Customer Service Agent
SHIFTSMART
05.2022 - 06.2024
Remote Customer Service Agent
CARENET
02.2020 - 05.2022
GED -
Florida State University
HIGH SCHOOL DIPLOMA -
Broward College