Lacy Stringer
Louisville,GA
Summary
Highly experienced and intuitive Customer Service Specialist for more than 10 years ranking 3rd top chat agent in Georgia with Sitel Cooperations. Obtain superior chat communication skills and phone etiquette holding a 4.9/5.0 average for Customer survey scores. Would greatly appreciate an opportunity to provide my skills and knowledge within your company.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Healthcare Customer Service Representative/ Remote
NexRep / Teladoc
Remote, Work From Home
12.2020 - 06.2021
- Worked remotely as an independent contractor for Teladoc Virtual Clinic
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Handled over 50 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements
- Scheduled appointments and assisted with prescription refills
- Certified in and Practiced HIPAA laws while handling member's confidential data
- Helped members navigate systems, pay for services and resolve different concerns
Concierge Representative
Sitel Call Center / Fair
Augusta, GA
03.2019 - 10.2020
- Trained to go above and beyond as concierge agent for customers interesting in obtaining a vehicle through the mobile app Fair™
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Was awarded by Fair™ as Top agent overall for phone etiquette holding a 4.9/5.0 average for customer survey scores
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Offered technical support for online purchases and helped customer navigate website and mobile app to facilitate buying process.
Customer Service Specialist
Sitel of Augusta
Augusta, GA
10.2018 - 08.2020
- Provided excellent Customer service by answering calls, chats, emails in timely manner
- Analyzed Customer complaints to provide appropriate corrective actions
- Certified for Costco Wholesale
- Awarded 3rd top agent in all of Georgia
- Tracked, followed up, resolved customer's outstanding issues in timely manner
- Prepared documentations and reports on routine customer correspondence for future reference purposes.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Recorded product or service failure complaints and notified appropriate departments
- Assisted customers with opening accounts and signing up for new services
Assistant Manager
Family Dollar stores
Augusta, GA
03.2014 - 10.2016
- Maintained friendly and professional customer interactions
- Verified that all merchandise standards were maintained on daily basis
- Opened and closed store, including counting cash, open and closing cash registers and creating staff assignments
- Demonstrated that customers come first by serving them with sense of Urgency
- Maintained highest goal average throughout district
- Awarded Manager of the month 2 months.
Team Crew Member
Firehouse Subs
Augusta, GA
02.2008 - 07.2009
- Recorded orders by answering customer questions and entering requests into system.
- Used proper techniques to prepare food and ingredients.
- Accepted money and processed customer payments with high accuracy and efficiency.
- Cleaned front and back areas of restaurants according to strict company standards.
- Restocked customer and crew areas with necessary supplies and rotating stock as required.
Graphic Desktop Publisher
North Texas Job Corps Center
McKinney, TX
01.2007 - 12.2007
- Able to use computer software to design page layouts for newspapers, books, brochures , other items that are printed or put online
- Able to collect text, graphics and other materials needed and format them into a finished product
- Operated high-volume copiers, large and small laminators and binding and finishing machines to finalize over 7 projects per week
- Used Microsoft Word and other software tools to create documents and other communications
Education
BBA - Human Resource Management
Strayer University
GLOBALCurrent
Bachelor of Science - Graphic Design
Independence University
GLOBALAugust 2021
Desktop Publishing / GED -
North Texas Job Corps
Texas01.2007
Skills
- Customer Support
- Phone Etiquette
- Live Chat
- Microsoft Office (4 years)
- Database Management
- Medical terminology knowledge
- Caring and Empathetic
- Patient Confidentiality and Data Security
- Issue and Complaint Resolution
Certification
- Customer Service (10+ years)
- Call Center (1 year)
- Customer Care (10+ years)
- Problem Resolution (10+ years)
- CRM (1 year)
- As400 (1 year)
- Knowledge Management (10+ years)
- Oracle (1 year)
- Database Management (10+ years)
- Desktop Publishing (10+ years)
- POS (6 years)
- Adobe (10+ years)
- Empathy (10+ years)
- Written Communication (10+ years)
- Customer Relations (10+ years)
- Psychology (10+ years)
- Multi-Line Phone System (10+ years)
- Conflict Resolution (2 years)
- CSR
Additional Information
- Willing to relocate: Anywhere, Authorized to work in the US for any employer
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Success is often achieved by those who don’t know that failure is inevitable.
Coco Chanel
Timeline
Healthcare Customer Service Representative/ Remote
NexRep / Teladoc
12.2020 - 06.2021
Concierge Representative
Sitel Call Center / Fair
03.2019 - 10.2020
Customer Service Specialist
Sitel of Augusta
10.2018 - 08.2020
Assistant Manager
Family Dollar stores
03.2014 - 10.2016
Team Crew Member
Firehouse Subs
02.2008 - 07.2009
Graphic Desktop Publisher
North Texas Job Corps Center
01.2007 - 12.2007
BBA - Human Resource Management
Strayer University
Bachelor of Science - Graphic Design
Independence University
Desktop Publishing / GED -
North Texas Job Corps
- Customer Service (10+ years)
- Call Center (1 year)
- Customer Care (10+ years)
- Problem Resolution (10+ years)
- CRM (1 year)
- As400 (1 year)
- Knowledge Management (10+ years)
- Oracle (1 year)
- Database Management (10+ years)
- Desktop Publishing (10+ years)
- POS (6 years)
- Adobe (10+ years)
- Empathy (10+ years)
- Written Communication (10+ years)
- Customer Relations (10+ years)
- Psychology (10+ years)
- Multi-Line Phone System (10+ years)
- Conflict Resolution (2 years)
- CSR
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