Lacy Hill
College Station,TX
Summary
Seasoned Call Center Professional with a proven track record for enhancing customer satisfaction through expert problem-solving and robust product knowledge. Elevated service delivery by leveraging CRM software proficiency and exceptional communication skills, achieving top-tier performance metrics. Demonstrated resilience and empathy, ensuring client needs are met with courtesy and precision.
Overview
14
14
years of professional experience
Work History
Answering Service Operator
Laser Answering Service
03.2023 - 09.2023
- Proactively identified opportunities for improvement in existing processes related to answering service operations
- Updated customer accounts regularly based on their changing needs or preferences
- Prioritized tasks and managed multiple calls simultaneously with efficiency
- Adhered strictly to applicable laws and regulations governing privacy of personal information shared by customers
- Followed established protocols when transferring calls or providing information about services
- Handled escalated calls professionally to ensure satisfactory resolution for customers
- Monitored incoming calls, transferred calls, took messages, and responded to inquiries promptly
- Provided friendly customer service by greeting callers in a courteous manner
- Ensured compliance with organizational policies concerning privacy regulations and data protection laws
- Attended regular training sessions on new products and services, sales techniques or operational changes
- Provided excellent customer service and support to customers by responding to inquiries, solving problems and processing orders efficiently
- Resolved complex customer issues in a timely manner while maintaining a positive attitude towards customers.
Inbound Call Center Sales Representative
Terminix
01.2022 - 01.2023
- Provided excellent customer service and support to customers by responding to inquiries, solving problems and processing orders efficiently
- Resolved complex customer issues in a timely manner while maintaining a positive attitude towards customers.
Call Center Representative
Slingshot
01.2021 - 10.2021
- Assisted customers with product selection and pricing options to ensure they received the best value for their purchase
- Analyzed customer feedback from surveys in order to identify areas for improvement in service delivery processes
- Followed up with customers regarding their inquiries or complaints to ensure complete satisfaction
- Contributed ideas during team meetings on how to improve customer experience or increase efficiency in call handling processes
- Answered incoming calls promptly and professionally, addressing customer inquiries with empathy and understanding
- Managed difficult situations calmly and effectively while maintaining a positive attitude towards customers
- Proficiently handled high call volumes while maintaining quality service standards.
Assistant Manager
Family Dollar
02.2015 - 03.2017
- Assisted customers with product selection and pricing options to ensure they received the best value for their purchase
- Analyzed customer feedback from surveys in order to identify areas for improvement in service delivery processes
- Followed up with customers regarding their inquiries or complaints to ensure complete satisfaction
- Contributed ideas during team meetings on how to improve customer experience or increase efficiency in call handling processes
- Answered incoming calls promptly and professionally, addressing customer inquiries with empathy and understanding
- Managed difficult situations calmly and effectively while maintaining a positive attitude towards customers
- Proficiently handled high call volumes while maintaining quality service standards.
Direct Sales Representative
Thirty-One Gifts
03.2010 - 06.2013
- Helped oversee the daily operations of the store, managing staff and inventory
- Resolved customer complaints and handled refunds and returns to promote satisfaction
- Managed daily operations of the store, including scheduling staff, assigning tasks, and overseeing inventory control processes
- Coached and mentored new employees on company policies and procedures
- Assisted with new employee training and conducted performance reviews to track overall progress
- Tracked store inventories and replenished products according to demand
- Communicated with clients to address questions, concerns, and needs and provide quality customer service
- Maintained hands-on knowledge of job roles and regularly stepped in to perform business duties
- Provided exceptional customer service to ensure customer satisfaction
- Maintained accurate records of sales activities and customer information
- Developed and implemented successful sales strategies to increase customer base
- Demonstrated strong interpersonal skills, enabling effective communication with potential customers
- Generated leads through cold calling and networking events
- Assessed customer needs and provided tailored solutions accordingly
- Communicated value proposition to customers by displaying knowledge of product and service deployment.
Education
Bachelor of Science - Psychology
Indiana University - Purdue University Indianapolis
RemoteDiploma -
Cleveland High School
Cleveland, TX05.2004
Skills
- Stress Tolerance
- Telephone Etiquette
- Strong Organization
- Typing Speed
- Product Knowledge
- Data Entry Proficiency
- CRM Software Familiarity
- Problem Solving
- Teamwork and Collaboration
- Professionalism and Courtesy
- Industry Knowledge
- Message Taking
- Attention to Detail
- Excellent Communication
- Computer Literacy
- Time Management
- Customer Service Orientation
- Interpersonal Skills
- Active Listening
- Empathy and Patience
- Note-taking Efficiency
- Customer Service
- Front Desk Operations
- Computer Skills
- Client Service
- Flexible Schedule
- Clear Communication
- Empathy and patience
- Customer communications
Awards
- Deans List
Timeline
Answering Service Operator
Laser Answering Service
03.2023 - 09.2023
Inbound Call Center Sales Representative
Terminix
01.2022 - 01.2023
Call Center Representative
Slingshot
01.2021 - 10.2021
Assistant Manager
Family Dollar
02.2015 - 03.2017
Direct Sales Representative
Thirty-One Gifts
03.2010 - 06.2013
Bachelor of Science - Psychology
Indiana University - Purdue University Indianapolis
Diploma -
Cleveland High School
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