Laurinda Walls
Birmingham,AL
Summary
Customer Service Professional seeking Senior Customer Service position. Adept at handling clients in a call center environment, communicating clearly, and resolving customer concerns quickly and effectively. Maintained records of contacts, accounts, and orders, paying close attention to detail, and trusted in handling confidential information.
Overview
26
26
years of professional experience
Work History
House Manager / Meal Service Delivery Contractor
Contractor
10.2021 - Current
- Adapted quickly to last-minute changes in plans or circumstances without compromising on quality or results.
- Anticipated needs of family members by staying informed about their preferences, schedules, and priorities.
Caregiver / House Manager
03.2020 - 10.2021
- Assisted family with activities of daily living, promoting independence and quality of life.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Maintained entire family's schedule and organized events.
- Anticipated needs of family members by staying informed about their preferences, schedules, and priorities.
House Manager / Dollar General, PT, Associate
11.2019 - 03.2020
- Managed timely and effective replacement of damaged or missing products.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
House Manager
10.2018 - 11.2019
- Anticipated needs of family members by staying informed about their preferences, schedules, and priorities.
- Enhanced family satisfaction with household management by addressing concerns promptly and efficiently.
Healthcare Call Center Rep
DST
10.2017 - 10.2018
- Worked in an inbound call center receiving calls from pharmacists, patients, and third party vendors concerning prescriptions
- Provided coding and information for payments of prescriptions and medical services.
Payment Plan Representative
State Farm
10.2014 - 10.2017
- Assisted clients (insured), agents, and fellow employees with information and details needed to process claims
- Set up arrangements and resolved issues concerning coverages
- Worked with other company departments, Auto and Life Divisions in assisting insured with problems and claims.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Enhanced company reputation by providing exceptional customer service and support.
Member Engagement Representative
Daxko
03.2012 - 05.2014
- Conducted interviews for a nonprofit organization through outbound calls in a call center environment to retain members.
- Enhanced member satisfaction by promptly addressing and resolving inquiries and concerns.
- Boosted member retention rates by consistently providing exceptional customer service and support.
Research Interviewer
UAB, Department Of Public Health
03.2006 - 02.2011
- Interviewed and maintained clients and participants confidential profile and health information of stroke study and other studies acquired by research department.
- Coded data from participant interviews.
- Followed established guidelines and recommendations from supervisors to complete quality interviews.
- Increased participant engagement through exceptional communication skills and empathetic listening techniques.
Field Service Center Representative
US Department Of Commerce
03.2010 - 08.2010
- Prepared enumeration materials by checking address registers for duplicate or missing addresses, organizing crew leader assignment control records, keying data, and checking training materials
- Prepared work assignments for field staff
- Tracked and shipped Census forms for processing at the US Census Bureau's National Processing Center.
Customer Service Representative
Alabama Power Company
03.1998 - 06.2005
- Assisted customers with utility residential accounts (including merchandise accounts), billing inquiries, phone orders, and connections and disconnections of service
- Maintained annual sales goal of company products and services.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
Education
Biology
University of Alabama At Birmingham
Birmingham, ALSkills
- Preventive Maintenance
- Exceptional organization
- Financial Management
- Clear Communication
- Problem-Solving
- Conflict Resolution
- Complaints Handling
- Complaint Investigation
- Quality Assurance
Timeline
House Manager / Meal Service Delivery Contractor
Contractor
10.2021 - Current
Caregiver / House Manager
03.2020 - 10.2021
House Manager / Dollar General, PT, Associate
11.2019 - 03.2020
House Manager
10.2018 - 11.2019
Healthcare Call Center Rep
DST
10.2017 - 10.2018
Payment Plan Representative
State Farm
10.2014 - 10.2017
Member Engagement Representative
Daxko
03.2012 - 05.2014
Field Service Center Representative
US Department Of Commerce
03.2010 - 08.2010
Research Interviewer
UAB, Department Of Public Health
03.2006 - 02.2011
Customer Service Representative
Alabama Power Company
03.1998 - 06.2005
Biology
University of Alabama At Birmingham