Lamar Mitchell
Jacksonville,FL
Summary
Hardworking candidate skillful in providing excellent customer service. Proven track record of resolving customer issues in a timely manner while upholding the highest standards of customer satisfaction. Extensive experience in using multiple communication channels, including phone, email, and web chat. Strong interpersonal skills, and an ability to lead and motivate a team to success. Leveraged strong communication skills and problem-solving abilities to efficiently resolve escalated issues, exceeding customer service targets by over 30%. Master at multitasking and maintaining meticulous attention to detail, ensuring high-quality customer interactions
Overview
6
6
years of professional experience
Work History
Customer Service Specialist (C05)
Citibank (Citi)
Florida
01.2023 - 03.2024
- Assists with resolving supervisor-escalated customer inquiries related to account level information, and provides technical assistance as required
- Supports internal and external customers
- Identifies and escalates issues to appropriate sources
- Applies detailed knowledge of a wide range of products and benefits
- Performed administrative duties such as data entry, order processing, billing inquiries, account maintenance.
- Resolved escalated customer issues quickly and efficiently while adhering to company policy.
- Developed effective relationships with customers through active listening, problem-solving, and follow up communication.
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
- Utilized strong organizational skills to manage multiple tasks while maintaining accuracy and attention to detail.
- Developed and maintained working knowledge of internal policies, procedures, and services to appropriately address customer issues.
Member Service Representative/ General Invest Representative
SoFi
Jacksonville, FL
09.2021 - 05.2022
- Respond to customer inbound inquiries via phone, chat, and email regarding the SoFi Money, Samsung Money by SoFi, SoFi Invest, and SoFi Credit Card Products
- Exercise consultative sales techniques demonstrating strong call control
- Provide world-class customer service through First Call Resolution
- Document every correspondence with applicants and borrowers clearly and concisely
- Request and secure required documentation according to documented company procedures
- Deliver timely, accurate, and actionable information to SoFi Teams as appropriate
- Strong ability to overcome objections, deescalate inquiries and be genuinely empathetic in conversation with Members
- Take ownership of resolving member inquiries and attempt to foresee causes of additional inquiries
- Provided excellent customer service by assisting, responding to, and resolving customer inquiries.
- Assisted members with online banking setup and troubleshooting technical issues related to their accounts.
- Provided guidance on products and services to members and assisted them with various banking transactions.
- Answered inquiries and provided information to members regarding services and products.
- Handled escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions.
Customer Service Representative
ValorVIP
Jacksonville, FL
07.2021 - 08.2021
- Handle inbound and Outbound contacts in a courteous, timely, and professional manner
- Ensure first call resolution through problems solving and effective call handling
- Research systems to find missing information as applicable; coordinate with other departments to resolve issues when needed
- Maintained an updated knowledge base of current products, services, pricing, promotions.
- Met daily customer service quotas with a focus on quality.
- Maintained logs and documentation to detail key information regarding incoming and outgoing call
Sortation Associate
Amazon Fullfilment Center
Jacksonville, FL
04.2020 - 06.2021
- Responsible of working in a fast-paced warehouse environment that involves working with and around moving machinery
- Working in a sortation area to prepare orders for shipment while using technology like scanners, computers, and handheld printers
- Utilized barcode scanners to accurately record package information.
- Inspected packages for accuracy before sorting them into designated areas.
- Adapted quickly to new technologies used in the warehouse environment such as automated conveyor belts or robotic arms used for sorting purposes .
- Sorted parcels and packages for efficient delivery routes, demonstrating attention to detail.
- Stacked packages, mail bags, and mail totes into floor-level containers.
IT Department Help Desk (Intern)
Bank of America
Jacksonville, FL
04.2019 - 06.2019
- Provide up to 34 participants a day with friendly and accurate technical support
- Troubleshoot, resolve and document user help requests for desktop, laptop, mobile, network and peripheral problems
- Use of Microsoft word, PowerPoint and Excel to achieve customer needs
- Troubleshot various desktop applications including Microsoft Office Suite.
- Managed help desk tickets from initial submission through resolution providing updates throughout the process.
- Performed basic network diagnostics to identify potential issues or conflicts between applications or services.
- Installed and performed minor repairs to hardware, software and peripheral equipment, following design, and installation specifications.
Tier 1 Tech Support
FullfilmentConvergys/Concentrix ( DirecTv) / (Apple)
Jacksonville, FL
08.2018 - 03.2019
- Troubleshoot, resolve and document user help requests for apple products
- Providing Customers with a friendly and helpful experience
- Maintained up-to-date knowledge of new technologies through self-study.
- Resolved customer issues related to hardware, software, networking, and security.
- Analyzed complex technical problems requiring innovative solutions.
- Provided remote assistance to users experiencing difficulty with their devices or applications.
- Followed established standards and procedures while troubleshooting customer issues.
- Provided Tier 1 technical support to customers via phone, email, and chat.
- Handled customer complaints and escalated issues according to procedures.
Education
High School Diploma -
A Phillip Randolph
Jacksonville, FL06-2017
Skills
- Communication skills
- Microsoft Office
- Problem Resolution
- Complaint Handling
- Telephone Etiquette
- Product Knowledge
- Researching
- Account Management
- De-Escalation Techniques
- Technical Support
- Multi-Task Management
- Positive and professional
Timeline
Customer Service Specialist (C05)
Citibank (Citi)
01.2023 - 03.2024
Member Service Representative/ General Invest Representative
SoFi
09.2021 - 05.2022
Customer Service Representative
ValorVIP
07.2021 - 08.2021
Sortation Associate
Amazon Fullfilment Center
04.2020 - 06.2021
IT Department Help Desk (Intern)
Bank of America
04.2019 - 06.2019
Tier 1 Tech Support
FullfilmentConvergys/Concentrix ( DirecTv) / (Apple)
08.2018 - 03.2019
High School Diploma -
A Phillip Randolph