Lucy Otis
Atlanta,GA
Summary
Enthusiastic Customer Service Rep. eager to grow and advance in a organization by providing top-notch customer experience and support. Result driven and motivated to create, learn, and be apart of a team and organization.
Overview
9
9
years of professional experience
Work History
Account Specialist
Cinch Auto Finance
10.2023 - Current
- Achieved high levels of client satisfaction through timely resolution of billing disputes or other account-related concerns.
- Completed routine and complex account updates to resolve problems.
- Enhanced client satisfaction by promptly resolving account issues and providing exceptional customer service.
- Managed multiple accounts simultaneously, demonstrating exceptional organizational skills and attention to detail.
Social Media/Tier 3 Support Specialist
Amazon Ring
09.2018 - 10.2023
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
Tier 3 Technical Support Representative
AT&T
02.2016 - 12.2018
- Maintained up-to-date knowledge of industry trends and emerging technologies to provide informed recommendations for internal process improvements and external client consultations.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Streamlined technical processes by developing and maintaining comprehensive knowledge base articles.
- Developed custom solutions for unique client requirements, leading to increased customer satisfaction and loyalty.
Education
High School Diploma -
Fredrick Douglas High School
Atlanta, GA05.2010
Skills
- Customer Engagement
- Client Engagement
- Time Management
- Zendesk
- Salesforce
- Critical Thinking
- Fast Learner
- Empathy
- Results Driven
Timeline
Account Specialist
Cinch Auto Finance
10.2023 - Current
Social Media/Tier 3 Support Specialist
Amazon Ring
09.2018 - 10.2023
Tier 3 Technical Support Representative
AT&T
02.2016 - 12.2018
High School Diploma -
Fredrick Douglas High School
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