lalonnia Finney
Spring
Summary
Dynamic customer service professional with a strong background in retail management at Macy's Department Store. Expert in resolving conflicts with empathy and enhancing customer loyalty through personalized solutions. Proven ability to handle high-stress situations while maintaining professionalism, contributing to improved customer satisfaction and repeat business. Skilled in retail floor stocking and makeup sales.
Overview
2026
2026
years of professional experience
Work History
Retail
Macys Department Store
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Customer Service Representative
Maximus
07.2024 - 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Call Center Representative
Compass Group USA
02.2016 - 06.2024
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Education
Bachelor Of Administration - Health Administration
University of Arizona
Tucson, AZ05.2023
Associate Of Applied Science - Medical Billing And Coding
Ultimate Medical Academy
Clearwater, FL06.2021
Skills
- Customer service oriented
- Performance driven professional
- Possessing a strong understanding of the importance of accuracy
- Pay close attention to detail
- Maintain and ensure patient privacy and confidentiality
- Manage time and prioritize duties in fast-paced, multi task environments
Timeline
Customer Service Representative
Maximus
07.2024 - Current
Call Center Representative
Compass Group USA
02.2016 - 06.2024
Retail
Macys Department Store
Bachelor Of Administration - Health Administration
University of Arizona
Associate Of Applied Science - Medical Billing And Coding
Ultimate Medical Academy
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