Lawrence Robinson
Glendale Heights,IL
Summary
Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality and process optimization. Articulate and results-oriented with exemplary passion for being transparent. Desire to develop relationships while delivering sterling customer service.
Overview
12
12
years of professional experience
Work History
Customer Loyalty Agent
OnStar - Teleperformance USA
09.2023 - 08.2024
- High volume call center environment
- Sold and equipped vehicles with protection and data plans (Sales)
- Provided orientation to members to Onstar Vehicle Services, account management, and modifications
- Delivered emergency assistance (EMS, 911) via satelite to ensure member safety and well-being
- Tracked vehicle location status for all GM & CVO (company owned) vehicles
- Adhered to appropriate legal scripting when required.
Account Management Associate
Comcast
01.2023 - 08.2023
- High volume call center environment, resolving billing inquiries, daily data entry, sales
- Process & facilitate adjustments, upgrades, & other requests to personal accounts
- Introduced customer to services, benefits, and protection options available
- Established call control & provided quality assured customer service
- Retained members
- 68% Monthly Retention Rate
Rail Transportation Clerk II
Chicago Transit Authority
06.2021 - 08.2022
- Created and scheduled assignments for rail operators, switchmen, and towerman
- Filed return to work forms for employees regarding I.O.D
- Claims and short-term disability
- Performed equipment audits on portable track trips, communication devices, and other misc
- Office equipment
- Adjusted payroll & timekeeping to properly submit for payment
- Performed random drug testing on employees for on-site accidents and reasonable suspicion
Combined Rail Operator
Chicago Transit Authority
01.2015 - 06.2021
- Operated heavy-rail equipment to transport passengers across the City of Chicago
- Ensured equipment inspections were valid and prepared rail equipment for service
- Performed repairs/troubleshooting on rail equipment to ensure safe and reliable commutes
- Followed oral and written instructions regarding standard operating procedures, switches, and signals
- Provided general knowledge regarding landmarks, points-of-interest, directions for the public transportation 2X CTA Rail Rodeo Champion (Best Operator System Wide) 2017 & 2018
Customer Service Assistant
Chicago Transit Authority
04.2013 - 12.2015
- Provide courteous and efficient transit and travel information to CTA customers.
- Responsible for ensuring safe and clean rail locations thru inspection and cleaning duties.
- Ensure safety of disabled customers; provide 10-43 assistance, relaying travel info
- To RTOs & Controllers
- Facilitate fare system transactions for customers involving both CTA & Ventra Transit Vending Machines
- Update Customer Assistant Daily Activity Report to ensure specifics are thoroughly recorded
Life Skills Instructor
Ray Graham Assoc.
05.2012 - 02.2013
- First level manager of specialized learning center
- Monitor proficiency and ensure that staff comply with assigned schedules and complete task daily
- Exhibit financial accountability for all staff under direct supervision
- Responsible for reporting issues regarding staff performance/absences, clinical, safety, and physical needs
- Attend team meetings; participate in problem solving/decision making that result in best practice
- Built relationships within companies and individuals that promote social recreational advancement
- Perform job interviewing and campus tours for new hires and outside partnerships
- Create daily curriculum for 3 specialized classrooms, which included Alzheimer’s & Dementia rooms
Education
Studied 4yrs - Economics
Northern Illinois University
High School Diploma - undefined
Walther Lutheran High School
Skills
- Call center / Customer service experience
- Retention strategies knowledge
- Outstanding interpersonal skills
- Understanding of sales retention
- Quality Control
- Excel, Powerpoint, Word
- HTML Coding (Web Design)
Timeline
Customer Loyalty Agent
OnStar - Teleperformance USA
09.2023 - 08.2024
Account Management Associate
Comcast
01.2023 - 08.2023
Rail Transportation Clerk II
Chicago Transit Authority
06.2021 - 08.2022
Combined Rail Operator
Chicago Transit Authority
01.2015 - 06.2021
Customer Service Assistant
Chicago Transit Authority
04.2013 - 12.2015
Life Skills Instructor
Ray Graham Assoc.
05.2012 - 02.2013
Studied 4yrs - Economics
Northern Illinois University
High School Diploma - undefined
Walther Lutheran High School
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