Lacy Brown

Bureau of Motor Vehicles

07.2018 - 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.
Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Assisted customers in navigating company website and placing online orders, improving overall user experience.
Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
Documented and detailed calls and complaints using call center's CRM database.
Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Sought ways to improve processes and services provided.

Summary