Layci Glover
Reno,NV
Summary
Positive, empathetic, and solution-oriented customer service advocate with years of experience in client facing roles. Dedicated Customer Service Professional with knowledge of service delivery and proven multitasking abilities. As well as having and all around good attitude.
Overview
9
9
years of professional experience
Work History
Contact Center Supervisor
Davids Bridal
06.2022 - Current
- Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Developed and executed contact strategies and improved end-to-end processes and client satisfaction ratings.
- Directed, guided, coached and mentored team of 11 agents and surpassed individual and corporate goals.
Senior Contact Associate
Davids Bridal
09.2020 - 06.2022
- Responded Proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with all levels of agents, and customers.
- Responded to agents request, offering excellent support and tailored recommendation to address needs.
Customer Service Call Center Agent
Davids Bridal
11.2018 - 09.2020
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Loan Processor
Paycheck Advance
10.2017 - 04.2018
- Reviewed loan files for completeness, identified missing documentation, and generated condition lists for applicants.
- Prepared documents for underwriting by verifying client income, credit reports, and other information.
- Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.
- Set up and completed loan submission packages.
Stay At Home Mom
Domestic Engineer
06.2014 - Current
- Keep records, plan activities, observe behaviors, and listen.
- Time Management and organizations.
- Being able to remain calm and focused under extreme pressure, thinking, and problem solving.
Education
High School Diploma -
Fernley High School
Fernley, NV05.2013
Skills
- Customer Account Management
- Upbeat and Positive personality
- Creative Problem solving
- Courteous with Strong Service Mindset
- Calm and Professional under Pressure
- Multitasking and Prioritization
Timeline
Contact Center Supervisor
Davids Bridal
06.2022 - Current
Senior Contact Associate
Davids Bridal
09.2020 - 06.2022
Customer Service Call Center Agent
Davids Bridal
11.2018 - 09.2020
Loan Processor
Paycheck Advance
10.2017 - 04.2018
Stay At Home Mom
Domestic Engineer
06.2014 - Current
High School Diploma -
Fernley High School
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