Lacey Heard
Dubach,LA
Summary
Professional Customer Service Representative II with extensive experience in resolving disputes and increasing customer loyalty. Proven ability to handle escalated calls, provide accurate information, and maintain detailed records. Strong skills in complaint resolution, customer satisfaction enhancement, and effective communication.
Diligent [Desired Position] with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
20
20
years of professional experience
Work History
Customer Service Representative II
Centric Federal Credit Union
02.2016 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Member Service Specialist
La Capitol Federal Credit Union
04.2011 - 02.2016
- Handled escalated calls professionally, mitigating concerns effectively while maintaining excellent rapport with clients.
- Assisted in training new team members, sharing best practices, and contributing to a cohesive work environment.
- Provided personalized financial guidance based on individual goals, helping members make well-informed decisions about their finances.
- Participated actively in continuous improvement initiatives that bolstered member satisfaction and increased overall team performance.
- Recommended specific products and services in alignment with individual needs, requirements and specifications.
- Played a pivotal role in retaining valuable clients during challenging situations through proactive communication and problem-solving skills.
Bank Teller
Iberia Bank
04.2006 - 03.2011
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
Realtor Assistant
Today's Realty, Inc.
09.2004 - 03.2006
- Assisted realtors in closing deals swiftly by efficiently preparing all necessary documentation.
- Increased client satisfaction by promptly addressing inquiries and providing exceptional customer service.
- Streamlined communication between clients and realtors, ensuring timely responses to inquiries and facilitating smooth transactions.
- Displayed exceptional attention to detail when reviewing property listings for accuracy and clarity, contributing to improved listing quality.
Education
Bachelor of Science - Computer Information Systems
Louisiana Tech University
Ruston, LA08-2004
Skills
- Call center experience
- Microsoft Excel
- Complaint resolution
- Customer satisfaction measurement
- Follow-up skills
- Documentation
- Microsoft PowerPoint
- Filing
- Product and service solutions
- Account updating
Timeline
Customer Service Representative II
Centric Federal Credit Union
02.2016 - Current
Member Service Specialist
La Capitol Federal Credit Union
04.2011 - 02.2016
Bank Teller
Iberia Bank
04.2006 - 03.2011
Realtor Assistant
Today's Realty, Inc.
09.2004 - 03.2006
Bachelor of Science - Computer Information Systems
Louisiana Tech University
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