Jaclyn Lyman
Ravena
Summary
Dynamic leader in customer service, recognized for enhancing team performance through effective training and policy enforcement. Expertise in cash handling, fraud identification, and escalation management has consistently resulted in improved operational efficiency and customer satisfaction.
Overview
2027
2027
years of professional experience
Work History
Manager of Customer Service
Ravena Shop N Save
Ravena, NY
08.2009 - Current
- Led customer service team, ensuring exceptional service delivery and satisfaction.
- Developed training programs for staff, enhancing product knowledge and service skills.
- Implemented process improvements, reducing response times and increasing efficiency.
- Managed conflict resolution strategies, fostering positive customer relationships and loyalty.
- Western Union Compliance Officer - BSA/AML knowledge
- Ordered supplies for the store, as well as product to fill shelves on the front end.
- Collaborated with management on strategic planning to enhance overall store performance.
- Resolved customer service issues, including fraudulent charges, gift card scams, and other issues using company processes and policies and provided updates to customers.
Server
Silver Spoon Cafe
Ravena, NY
2016 - 2018
- Collaborated with kitchen staff to ensure timely food delivery and maintain order accuracy.
- Provided excellent customer service by addressing guest inquiries and resolving issues promptly.
Teller
First Niagara Bank
Ravena, NY
2015 - 2016
- Processed customer transactions efficiently and accurately, ensuring compliance with bank policies.
- Assisted customers in account inquiries and provided product information to enhance satisfaction.
- Maintained cash drawer accuracy through diligent balancing and record-keeping practices.
- Collaborated with team members to optimize workflow and improve service delivery times.
- Identified and escalated potential fraud cases, contributing to risk management efforts.
Education
- Psychology
Russell Sage College
Troy, NYHigh School Diploma -
RCS High School
RavenaSkills
- Customer service excellence
- Cash handling
- Identifying fraud
- Customer relations
- Team management
- Escalation handling
- Policy enforcement
- Telephone etiquette
- Order management
- Organization and recordkeeping
- Problem-solving skills
- Issue and complaint resolution
Timeline
Manager of Customer Service
Ravena Shop N Save
08.2009 - Current
Server
Silver Spoon Cafe
2016 - 2018
Teller
First Niagara Bank
2015 - 2016
- Psychology
Russell Sage College
High School Diploma -
RCS High School