Lachelle Session
Killeen,TEXAS
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Teleperformance
Killeen, TX
12.2022 - Current
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Resolved customer complaints promptly and efficiently.
- Conducted regular follow-up calls with customers after resolving their issues.
- Provided exceptional customer service to ensure customer satisfaction.
- Answered customer inquiries and provided accurate information regarding products and services.
- Identified opportunities for upselling additional products or services based on customer needs.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
Customer Service Representative
Blackboard
Killeen, TEXAS
04.2020 - 12.2022
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Answered customer inquiries and provided accurate information regarding products and services.
- Maintained a high level of professionalism when dealing with difficult customers.
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Developed strong customer relationships to encourage repeat business.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Strengthened customer retention by offering discount options.
- Oversaw warranty counseling process to manage expense controls.
Customer Service Representative
American Income Life Insurance Company
Waco, Texas
03.2016 - 06.2019
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Resolved customer complaints promptly and efficiently.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Developed positive relationships with customers through friendly interactions.
- Implemented innovative methods for streamlining the customer service process.
- Answered inbound calls, chats and emails to facilitate customer service.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Strengthened customer retention by offering discount options.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Updated databases with new and modified customer data.
- Mentored junior team members and managed employee relationships.
Education
High School Diploma -
University High School
Waco, Texas06-2010
Skills
- Paperwork Processing
- Complaint resolution
- Consultative Sales
- Inbound and Outbound Calling
- Report Generation
- Appointment Scheduling
- Sales expertise
- Quality Assurance Controls
- De-Escalation Techniques
- Technical Support
- Problem Resolution
- Spreadsheets
Timeline
Customer Service Representative
Teleperformance
12.2022 - Current
Customer Service Representative
Blackboard
04.2020 - 12.2022
Customer Service Representative
American Income Life Insurance Company
03.2016 - 06.2019
High School Diploma -
University High School