Lacy Prater
Goldsboro,NC
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
14
14
years of professional experience
Work History
Customer Experience Specialist
AAFES Military Exchange
10.2022 - 04.2023
- Used data entry skills to conducted background checks and uploaded sensitive information for customer purchases which required close attention to detail.
- Utilized telephone and face-to-face customer service knowledge to deliver outstanding support.
- Enhanced customer satisfaction by addressing and resolving issues in timely manner.
- Monitored customer feedback, identifying trends to improve the overall customer experience.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Collaborated with team members to create positive work environment and improve overall customer experience.
- Maintained high level of knowledge on company products and services, enabling efficient issue resolution for customers.
Executive Administrative Assistant
National Salvage and Service Corporation
06.2013 - 08.2016
- Conducted cost and revenue reports, staffing reports for a plant of more than 30 employees, scheduling and marketing using the Microsoft Office Suite.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence. Answered more than 25 calls and responded to more than 20 emails per work day.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Supported department heads in accomplishing their goals through compiling data in order to maintain current records of production.
- Oversaw facility maintenance requests, coordinating with building management to address repairs or improvements efficiently.
- Provided comprehensive administrative support to senior management, enabling them to focus on strategic decision-making.
- Optimized office space utilization, leading to more efficient and productive work environment.
- Managed scheduling and coordination of all office meetings to ensure smooth operations and minimal conflicts.
- Maintained confidentiality when handling sensitive information, protecting company interests and employee privacy.
- Handled administrative tasks such as expense report processing or invoice reconciliation efficiently; allowing executives to focus on high-priority responsibilities without distraction.
- Took minutes at meetings as well as speaking on relevant topics to production information.
- Worked with senior management to initiate new projects and assist in various processes.
- Handled logistics, catering, agendas and travel arrangements for meeting and event planning for board of directors, president and executive vice president.
- Managed mail and both incoming and outgoing correspondence, mail, email and faxes at all levels.
- Supported business and hospitality needs of corporate partners and staff during meetings and company events.
- Processed travel expenses and reimbursements for executive team and senior management group.
- Answered high volume of phone calls and email inquiries.
Collections Officer
Valley Credit Union
06.2011 - 06.2013
- Used clerical software, such as Microsoft Office Suite, to generate reports that were presented at board meetings.
- Developed customized payment plans for financially distressed members, enabling successful debt recovery of over $1 million in delinquent accounts, while maintaining member satisfaction.
- Established strong relationships with more than 25 members, fostering open communication channels for effective debt resolution.
- Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
- Maintained compliance with federal, state, and local regulations governing debt collections practices.
- Conducted investigations of member accounts and payment histories.
- Focused the majority of the work day on telephone and written inquiries with members. During an average day, conducted more than 40 phone calls and more than 20 email correspondence per day.
- Researched accounts and completed due diligence to resolve collection problems.
- Reviewed, researched, and corrected discrepancies and member concerns.
- Oversaw payments posted daily to member accounts.
- Improved overall collections efficiency by implementing strategic collection plans and processes.
Cash Office Clerk
Lowe's Home Improvement
08.2009 - 06.2011
- Responsible for distributing and balancing tills for more than seven tills, making daily deposits, and assisting customers in various departments.
- Reduced cash discrepancies through meticulous record-keeping and thorough reconciliation of daily transactions.
- Exhibited strong attention to detail while balancing multiple tasks simultaneously within a fast-paced work environment successfully.
- Promoted an organized workspace, maintaining clean work areas that supported optimal productivity levels throughout the day.
- Safeguarded company assets, securing cash storage areas with more than $5 thousand and adhering to loss prevention policies consistently.
- Supported store operations by providing accurate monetary change for cash registers at the beginning of each shift.
- Demonstrated adaptability and flexibility in response to evolving company needs, learning new systems and processes as required.
- Ensured timely deposits by efficiently processing cash receipts and preparing bank deposits on a regular basis.
Education
Senior -
Athens State University
Athens, AL12.2025
Skills
- Administration
- Customer Service
- Account Management
- Microsoft Office Suite
- Data Entry
- Financial
- Clerical
- Project Planning
- Multi-line phone talent
- Teamwork and Collaboration
- POS Systems and Ordering Platforms
- 50 wpm Typing Speed
References
- Nicholas Vicente, Supervisor, AAFES Military Exchange, (208)215-8775
- Clayton Walters, GM, National Salvage and Service Corporation, (904)206-3693
- Michelle Price, Loan Officer, Valley Credit Union, (256)381-4800
Timeline
Customer Experience Specialist
AAFES Military Exchange
10.2022 - 04.2023
Executive Administrative Assistant
National Salvage and Service Corporation
06.2013 - 08.2016
Collections Officer
Valley Credit Union
06.2011 - 06.2013
Cash Office Clerk
Lowe's Home Improvement
08.2009 - 06.2011
Senior -
Athens State University
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