James Lyng
Katy
Summary
Knowledgeable and dedicated customer service professional offering over 19 years of extensive customer service experience in the Communications and logistics industries. Seeking a position as a Customer service Agent. Solid team player with outgoing, positive demeanor 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, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
23
23
years of professional experience
Work History
Customer Experience Agent
Maersk Inc
08.2022 - Current
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Trained new customer service agents on policies and procedures to support favorable customer experiences.
- Documented customer interactions in internal database to maintain customer service history details.
- Investigated customer complaints and escalated issues to address critical requests.
- Manage and monitor end-to-end shipment process on behalf of global customers logistical departments
Paraprofessional
Katy ISD
11.2021 - Current
- Collaborated with teacher to create customized classroom environment integral to students' needs.
- Maintained positive attitude and affirmatively communicated with each student.
- Supported teacher in development of individual learning strategies.
- Delivered personalized educational, behavioral and emotional support to individual students to enable positive learning outcomes.
- Documented student behaviors, interventions and outcomes to enable lead teacher to address pertinent issues.
- Offered student support through special accommodations, extra assistance and assessments.
Contractor
Primary Services
03.2021 - 11.2021
- Collaborated closely with clients to better understand entire project scope.
- Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
- Consulted with customers to assess needs and propose optimal solutions.
- Gathered, organized and input information into digital database.
- Boosted customer experiences by delivering superior customer service, issue resolution and merchandising.
Dispatch and Call Center Representative
Comcast
10.2014 - 04.2020
- Fielded customer questions regarding merchandise, sales, current prices
- Answered high volumes of emails and escalation chats per day, addressing customer inquiries, solving problems and providing product information
- Trained new personnel regarding company operations, policies and services
- Kept track of all available field personnel and all in-progress and completed calls
- Evaluated and adjusted over [60-100] routes based on daily
- Sent out Cable , Security, and Commercial drivers to assist 250-300 hourly callers
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
Cable and Security Installer
Comcast
01.2005 - 10.2014
- Performed Installations and repairs for Cable, High speed Internet, Home Phone, and Home Security
- Educated customer on all services and products
- Sold and educated customers on new products and services
Infantryman
US Army
09.2001 - 12.2004
- Performed multiple complicated tasks in extremely high stress environments for extended periods of time
- Performed as fire team member during situational training exercises and all infantry dismounted battle drills
- Maintained 100% accountability of all assigned equipment worth more than $10,000
Education
High School Diploma -
Mayde Creek High School
Katy, Tx05.1999
Some College (No Degree) - Business Management
American Intercontinental University
Houston, TxSkills
- Computer proficient
- Multitasking in High stress environments
- Data entry
- Professional telephone demeanor
- Excellent communication skills
- Customer service
- Route dispatch
- Customer training
- Excellent diagnostic skills
- Strategic planning
Accomplishments
- I was part of the team that got the Lowes last mile team for Maersk off the ground
- Collaborated with team of 12 in the development of CRT Project. In an effort to find a same day resolution for any issue preventing an install from being completed
- Won the “Customer Service Employee of the Month” Award, multiple times.
- Won the "H.E.R.O." aware for for Employee of the Quarter.
- Part of CRT team that was nominated for the Comcast "Circle of Success" Award which is a division wide top tier award. For Excellence in customer service and contributing to the success of the Houston region
- I was part of the "Vet Network", a company event and networking group for Veterans .
Additional Information
Professional references-
Tanai Fractious
Phone- 909-227-9813
Relationship- Manager, Maersk
Martin Baggett
Phone- 281-733-4549
Relationship- Supervisor, Comcast
Che Torres
Phone- 214-930-0327
Relationship- Director, Comcast
Timeline
Customer Experience Agent
Maersk Inc
08.2022 - Current
Paraprofessional
Katy ISD
11.2021 - Current
Contractor
Primary Services
03.2021 - 11.2021
Dispatch and Call Center Representative
Comcast
10.2014 - 04.2020
Cable and Security Installer
Comcast
01.2005 - 10.2014
Infantryman
US Army
09.2001 - 12.2004
High School Diploma -
Mayde Creek High School
Some College (No Degree) - Business Management
American Intercontinental University
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