LANCE SWILLEY
Columbia,SC
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
9
9
years of professional experience
Work History
Forklift operator
Home Depot
Columbia, SC
02.2022 - 11.2023
- Accountable for the safe and efficient operation of the vehicle and may also be required to perform order filler and checker
- Ensure inbound and outbound shipments are accurate and free of damage
- Perform picking duties in an efficient manner that meets customer service standards
- Load, unload, move, stack, and stage product and materials using a forklift, clamp truck, or other power equipment
- Operate all equipment in a safe and efficient manner following prescribed work methods
- Move controls to drive gasoline- or electric-powered trucks, cars, or tractors and transport materials between loading, processing, and storage areas
- Position lifting devices under, over, or around loaded pallets, skids, or boxes and secure material or products for transport to designated areas
- Manually or mechanically load or unload materials from pallets, skids, platforms, cars, lifting devices, or other transport vehicles
- Perform routine maintenance on vehicles or auxiliary equipment, such as cleaning, lubricating, recharging batteries, fueling, or replacing liquefied-gas tank.
Customer Service Representative
Blue Cross Blue Shield
Columbia, SC
07.2019 - 09.2023
- Promptly handled an average of 80 customer inquiries and complaints per day with a 96% customer satisfaction rate
- Maintained a knowledge base of the evolving product offerings, and improved customer retention by 9% by proactively recommending new products to existing customers
- Documented customer interactions to reduce on-boarding time by 15% when new customer service representatives interact with customers
- Maintained up-to-date customer records in HubSpot CRM while interacting with customers across email, phone, and social media
- Increased average customer order size for new customers by 14% by understanding needs and recommending the right products
- Ensured customers were satisfied with every part of the flooring experience, from initial greeting through order completion
- Memorized the company’s product offerings; contributed to a 12% sales increase for the quarter by communicating product benefits and providing excellent service
- Recommended solutions within customer budgets and proactively followed up with all leads
- Respond to telephone inquiries, providing quality service to customers and associates inquiring about the availability of products or status of orders
- Listen attentively to caller needs to ensure a positive customer experience
- Access electronic and paper cataloging systems to look up product information and availability.
Public Safety Officer
William S. Hall Psychiatric Institute
Columbia, SC
02.2018 - 04.2019
- Part of the detail that would work all campus high profile sporting and concert events
- Assisted in the detainment and arrest of several dangerous individuals
- Worked closely with local and state authorities on several manhunts performed on the campus
- Responsible for maintaining a regular shift and responding immediately to all emergency calls
- Worked closely with local and county police to create security for high profile events on campus
- Was part of a small team that diffused a situation and prevented the taking of several hostages
- Responsible for active monitoring of campus activity and responding to anything unusual
- Often asked to be part of a security team that monitored campus events created by students.
Correctional Officer
Manning Correctional Intuition
Columbia, SC
05.2016 - 02.2018
- Maintained records and logs of man hours materials and equipment used
- Supervised the meal distribution and observed inmates during meals
- Continually monitored dormitories for inappropriate activity
- Verified warrants conducted searches and fingerprinted inmates
- Conducted pre-trip and post-trip inspections of transport vehicles and equipment
- Assisted in restraining violent and unruly inmates
- Monitored inmate behavior to prevent crime escape attempts and other dangerous activities
- Safely transported inmates to and from work sites
- Implemented defensive tactics and physical restraints to maintain the safety and security of personnel and the general public.
Correctional Officer
Kirkland Correctional Institution
Columbia, SC
02.2015 - 05.2016
- Oversee inmates during meals visits recreation telephone calls and shower time
- Write daily reports to help further treatment strategies and diagnostic efforts
- Apprehend escapees safely while following proper techniques
- Sign in all visitors and completed appropriate visitation log forms
- Receive property from incoming inmates provide receipts and inspect for contraband.
Education
High School Diploma -
Spring Valley High School
Columbia, SC06-2012
Some College (No Degree) - Computer Science
Charleston Southern University
Charleston, SCSkills
- Call Management
- Inbound and Outbound Calling
- Product Knowledge
- Professional Telephone Demeanor
- Conflict Resolution
- Microsoft Outlook
- Active Listening
- Critical Thinking
- Building Rapport
- Adaptive Team Player
- Customer Service
- De-Escalation Techniques
- Problem-Solving Abilities
- Computer Proficiency
- Customer Relationship Management (CRM)
- Occupational hazards and safety precautions
- Trained in defensive tactics
- State and federal laws knowledge
- Excellent problem solver
References
References available upon request.
Timeline
Forklift operator
Home Depot
02.2022 - 11.2023
Customer Service Representative
Blue Cross Blue Shield
07.2019 - 09.2023
Public Safety Officer
William S. Hall Psychiatric Institute
02.2018 - 04.2019
Correctional Officer
Manning Correctional Intuition
05.2016 - 02.2018
Correctional Officer
Kirkland Correctional Institution
02.2015 - 05.2016
High School Diploma -
Spring Valley High School
Some College (No Degree) - Computer Science
Charleston Southern University