Kathleen Lewis
Customer Service Rep
Dickson,Tennessee
Summary
Results-oriented candidate known for outstanding communication, customer service and conflict resolution abilities. Focused individual brings diverse management skills and extensive background in wide range of call center functions. Grasps and articulates sensitive and complex situations with diplomacy and ease.
Overview
8
8
years of professional experience
Work History
Account Manager
LDR Services
07.2024 - 01.2025
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Processed and posted payments to the customers accounts.
- Leveraged CRM tools to maintain accurate records of client interactions and transactions.
- Kept detailed records of daily activities through online customer database and entering information in Salesforce.
Customer Service Representative Team Lead
Valley Servicing
05.2018 - 12.2023
- Managed online defaulted loans for various creditors, ensuring effective representation of patrons and adherence to legal requirements, demonstrating a commitment to excellence in customer service delivery.
- Orchestrated payment plans and executed Wage assignments (garnishments) for defaulted loans.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Handled up to 80/100 inbound/outbound calls a day in a call center, maintaining composure and professionalism under pressure.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Navigated multiple computer applications while conversing with customers.
Customer Service Representative
Lexington Law Firm
06.2017 - 05.2018
- Drafted credit repair dispute resolutions to bureaus and credit repair agencies for the Patron.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Efficiently managed a high volume of 80+ inbound and outbound calls daily, ensuring prompt resolution of customer inquiries and concerns.
- Processed payment postings, and collections, showcasing proficiency in financial management and customer account maintenance.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Education
Customer Service Certificate - Customer Service
Maricopa Community Colleges, Rio Salado Community College
Tempe, AZGED -
State Of Ohio / Jefferson Vocational School
Jefferson, OH03-1985
Skills
- CRM software
- Time management
- Call center experience
- Conflict resolution skills
- Attention to detail
- Multitasking and organization
- Excellent communication
- Proficient in active listening
Accomplishments
- Collaborated with the team at my last employer, Valley Servicing in the development of the Training manual.
Languages
English
Native or Bilingual
Work Type
Full TimeWork Location
RemoteTimeline
Account Manager
LDR Services
07.2024 - 01.2025
Customer Service Representative Team Lead
Valley Servicing
05.2018 - 12.2023
Customer Service Representative
Lexington Law Firm
06.2017 - 05.2018
Customer Service Certificate - Customer Service
Maricopa Community Colleges, Rio Salado Community College
GED -
State Of Ohio / Jefferson Vocational School
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