Lachelle Murdock
Summerville,SC
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Support Specialist
TSI
2024.01 - Current
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Served customer account and technical needs across Number+ daily calls, consistently meeting productivity and quality targets.
- Leveraged consultative approach to gather customer details and technical data.
- Completed Number new orders per day with Number% accuracy and consistently high customer satisfaction scores.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Installed, configured and maintained computer systems and network connections.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Assisted in development of system security protocols.
- Helped streamline repair processes and update procedures for support action consistency.
Medical Transportation Specialist
Meduport Transportation
2017.07 - Current
- Coordinated with medical staff, patients, and families to ensure safe transport of patients.
- Maintained records of all transportation services performed and communicated any changes in service levels or policies to customers.
- Monitored patient vital signs during transport as needed and reported any changes to medical personnel on duty at destination facility.
- Prepared documentation related to patient transports including manifests, driver logs, incident reports.
- Utilized specialized equipment such as strhers or oxygen tanks during transport operations according to established protocols.
- Prioritized incoming requests for transportation depending upon criticality of patient condition.
Supervising Security Officer
Allied Universal Security Services
2012.05 - 2017.07
- Drafted and documented security procedures, policies and standards.
- Collaborated with law enforcement to resolve escalated situations.
- Supervised and authorized entry of employees, visitors or authorized persons.
- Assessed company security risks and developed actionable solutions to be presented to management.
- Developed and implemented preventative measures against accidents, thefts and other risks.
- Conducted site reviews and security audits and made recommendations to management based on findings.
- Managed security staff schedules for shifts, minimizing overtime costs.
- Conducted debriefings after each shift to discuss any issues that may have arisen during the course of duty.
- Reviewed surveillance video footage regularly to identify any suspicious behavior or criminal activity.
Lead Material Handler
Gildan
2010.08 - 2012.04
- Maintained accurate inventory records of all received items.
- Monitored stock levels and placed orders when necessary to replenish supplies.
- Collaborated with supervisors to develop efficient methods for storing goods.
- Tracked shipment information using computerized systems such as SAP or Oracle software applications.
- Logged unit quantities and entered data into inventory database.
- Tracked parcel movement using hand-held scanners and daily production sheets to keep records accurate.
Customer Service Representative Agent
NCO
2008.08 - 2010.08
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Answered customer inquiries and provided accurate information regarding products and services.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Upheld quality control policies and procedures to increase customer satisfaction.
Customer Service Agent Assistant
Quik Cash
2006.08 - 2008.07
- Assisted customers with inquiries regarding products and services through phone, email, and chat.
- Attended training sessions regularly to stay current on new products or services.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Reviewed files, records and other obtained documents to respond to customer requests.
- Suggested suitable options for unavailable products and services to retain customers.
- Investigated and solved routine and complex customer issues to earn repeat business.
- Answered inbound calls, chats and emails to facilitate customer service.
Education
Diploma -
Stall High School
North Charleston, SC01.2006
Skills
- Customer Service
- Microsoft Word
- Recordkeeping
- Emergency Response
- Patient-Focused Care
- Appointment Scheduling
- Quality Assurance
- Live chat support
- Microsoft Windows and Office
- Call Center Operations
- Equipment Repair
- Data Recovery
Certification
CERTIFIED PHARMACY TECHNICIAN
Timeline
Customer Support Specialist
TSI
2024.01 - Current
Medical Transportation Specialist
Meduport Transportation
2017.07 - Current
Supervising Security Officer
Allied Universal Security Services
2012.05 - 2017.07
Lead Material Handler
Gildan
2010.08 - 2012.04
Customer Service Representative Agent
NCO
2008.08 - 2010.08
Customer Service Agent Assistant
Quik Cash
2006.08 - 2008.07
Diploma -
Stall High School