Lacie Richard
Lafayette,LA
Summary
Dynamic professional with a proven track record at Concentix and Omni Interactions, excelling in customer relations and problem-solving abilities. Leveraged expertise in Microsoft Excel and inbound calling to enhance service levels by 30%. Known for exceptional follow-up skills and the ability to troubleshoot technical issues, consistently improving customer satisfaction and operational efficiency.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Concentix
01.2022 - 08.2024
- Responded to customer requests for products, services, and company information.
- Trained staff on operating procedures and company services.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Increased efficiency and team productivity by promoting operational best practices.
Product Specialist
Omni Interactions
01.2021 - 12.2021
- Continually expanded knowledge of Turbo Tax product line.
- Logged phone numbers and email addresses to contact customers for follow-ups.
- Researched and identified solutions to technical problems.
- Created user accounts and assigned permissions.
- Developed and implemented preventive maintenance procedures.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Education
High School Diploma -
Lafayette Parish School Board
Lafayette, La05.2002
Skills
- Inbound and Outbound Calling
- Call Management
- Information Security
- Appointment Scheduling
- Scheduling
- Microsoft Excel
- Member account management
- Customer Relations
- Computer Proficiency
- Problem-solving abilities
- Follow-up skills
- Clerical Support
Timeline
Customer Service Representative
Concentix
01.2022 - 08.2024
Product Specialist
Omni Interactions
01.2021 - 12.2021
High School Diploma -
Lafayette Parish School Board
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