Lacy Guerrero
Irwinton,GA
Summary
Adept at navigating complex customer service scenarios, I leveraged my problem-solving and Microsoft Excel skills at BPO American to enhance customer satisfaction and loyalty. By resolving inquiries with empathy and efficiency, I significantly improved user experience and streamlined payment processes, demonstrating a commitment to excellence and a knack for maintaining professionalism under pressure. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
2
2
years of professional experience
Work History
Customer Service Representative
BPO American
11.2022 - Current
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Educated customers about billing, payment processing and support policies and procedures.
- Exhibited high energy and professionalism when dealing with clients and staff.
- 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.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Education
GED -
Richard Arnold Adult High School
Savannah, GASkills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Call center experience
- Computer Proficiency
- Problem Resolution
- Complaint Handling
- Microsoft Excel
- Payment Processing
- Microsoft Outlook
Nominated employee of the month by two immediate supervisors
I was nominated for employee of the month for learning a new program, working extra hours to help with coverage, dependability and for having the highest save rates for customer cancellations.
Languages
English
Native or Bilingual
Timeline
Customer Service Representative
BPO American
11.2022 - Current
GED -
Richard Arnold Adult High School
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