Lacey Noyes
Amherst,NH
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
10
10
years of professional experience
Work History
Senior Customer Care Specialist
Insulet Corporation
02.2019 - Current
- Collaborated with cross-functional teams to provide seamless customer interactions and resolutions.
- Participated in multiple outbound retention projects lead by Tripods to provide updated communications with our customers
- Established strong rapport with internal customers(product support, field sales, account managers etc) to be able to provide excellent customer service for our external customers.
- Optimized workflows with management to allow customer care reps ease of job completion
- Assisted with SAP introduction and problem solving concerns that arose.
- Supporting the needs of customer care and tripods to raise their confidence and foster a culture of excellence and accountability.
- Providing excellent customer service and support tailored to the customers needs and requests.
Order Processor/Customer Service Representative
Wurth Baer Supply Company
06.2018 - 02.2019
- Processed customer orders in line with established policies and procedures.
- Improved order processing efficiency by meticulously reviewing and entering orders into system.
- Fostered positive customer relationships, responding swiftly to inquiries and resolving issues related to orders.
- Collaborated with inventory management teams to ensure adequate product availability for fulfilling orders.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Representative
ICP Construction
04.2018 - 06.2018
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
- Implemented structure and organization to assist peers with providing excelled customer service
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
Resolution Specialist
Valspar
01.2015 - 02.2018
- Improved customer satisfaction by resolving complex issues promptly and professionally.
- Handled escalated concerns calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.
- Implemented tracking system for resolution follow-ups, ensuring no customer query was left unanswered.
- Leveraged strong listening skills to fully understand the customer''s perspective, enabling tailored and empathetic responses during conflict resolution.
- Maintained detailed records of all interactions and resolutions for future reference and analysis purposes, improving overall efficiency in handling similar cases down the road.
- Managed high volumes of customer inquiries for efficient resolution, enhancing overall client experience.
Skills
- Exceptional communication
- Call center experience
- Brand representation
- Analytical Problem Solver
- Knowledge of Multiple Operating systems(SAP, Salesforce, Siebel, WFX, ICOMS, etc)
- Database Management
- Teamwork and Collaboration
- Multitasking Abilities
- Understanding Customer Needs
- Adaptability and Flexibility
- Self Motivation
- Active Listening
Timeline
Senior Customer Care Specialist
Insulet Corporation
02.2019 - Current
Order Processor/Customer Service Representative
Wurth Baer Supply Company
06.2018 - 02.2019
Customer Service Representative
ICP Construction
04.2018 - 06.2018
Resolution Specialist
Valspar
01.2015 - 02.2018
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