Laylonny Lonian
Adelanto,CA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
TDB West Communications
06.2023 - Current
- Managed approximately 50 to 80 calls per day while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Responded proactively and positively to rapid change.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Service Representative
Faneuil
01.2022 - 02.2023
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
Clerk
WinCo Foods
11.2016 - 04.2022
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Ensured compliance with company policies and procedures while processing transactions efficiently.
- Welcomed customers and helped determine their needs.
- Learned duties for various positions and provided backup at key times.
- Worked with floor team and managers to meet wide range of customer needs.
- Data entry
Education
Some College (No Degree) - Psychology
Ashworth College
Skills
- Call Management
- Data Collection
- Complaint Resolution
- Data Entry
- Order Fulfillment
- Microsoft Office Suite
- CRM System Proficiency
- Customer Service
- Critical Thinking
- Computer Proficiency
- Escalation Management
- Call Center Experience
- Medical Terminology Knowledge
Timeline
Customer Service Representative
TDB West Communications
06.2023 - Current
Customer Service Representative
Faneuil
01.2022 - 02.2023
Clerk
WinCo Foods
11.2016 - 04.2022
Some College (No Degree) - Psychology
Ashworth College
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