LeChelle Bynum
Las Vegas,NV
Summary
Experienced Senior Customer Service Representative with over 10 years in customer service and order management. Provides exceptional customer service, engages customers, and fosters strong buyer relationships. Possesses extensive knowledge of company's customer service policies and maintains expertise in product knowledge for efficient and precise customer assistance. Achieves consistently high levels of performance, surpassing business quality and productivity standards.
Overview
10
10
years of professional experience
Work History
Senior Customer Service Representative
Terminix Pest Control
Las Vegas
02.2023 - Current
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Engaged clients in person and over phone to answer questions and address complaints.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
Remote Call Center Agent
VRI Research
Las Vegas
07.2022 - 02.2023
- Procured voting information from various states regarding local issues
- Supervised customers on any needed additional information to assist in survey comprehension
- Performed specialized attention to detail and time management
- Demonstrated computer competences between VICIdial and Zoiper5.
- Skilled at working independently and collaboratively in a team environment.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Remote Customer Service Representative
Smartaira
Valencia, CA
03.2022 - 07.2022
- Utilized multiple computer programs such as: Sonar, Zendesk, and Smartsheet.
- Booked and communicated with various contractors in order to arrange time/date for equipment installations
- Composed call center scripts for both beginning and ending of each call.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
State Farm Insurance Agent
Sitel Group
Las Vegas, NV
12.2020 - 04.2021
- Developed a strong understanding of insurance policies and legal issues through course completion, following a final exam and licensing.
- Utilized CRM software to manage client relationships.
- Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
- Negotiated with insurance underwriters to obtain better coverage and improved rates for clients.
- Resolved complex claims issues, advocating on behalf of clients to ensure fair settlements.
- Reduced policy lapses by establishing proactive communication strategy to educate clients on importance of continuous coverage..
- Increased market share by identifying and targeting underserved demographics with tailored insurance products.
Amazon Warehouse Associate
Amazon DSP
Los Angeles, CA
04.2020 - 10.2020
- Received and sorted over 1,000+ packages daily
- Safely assembled and efficiently utilized warehouse electronics handling equipment
- Kept accurate records and reports, averaging 99.4% rate per day.
- Enforced and complied to all Covid regulations for each department per break/lunch.
Telemarketing Representative
Home Center
Los Angeles, CA
04.2018 - 03.2020
- Utilized CRM software proficiently for accurate data entry, contact management, scheduling appointments, and tracking progress toward performance goals.
- Built immediate rapport with friendly and irate customers through attentive and engaging attitude.
- Developed strong multitasking skills, effectively handling multiple calls simultaneously without sacrificing quality of service provided or attention to detail in record keeping..
- Conducted post-sales follow-up calls to ensure client satisfaction and identify potential opportunities for future business or referrals.
- Delivered scripted sales pitch to potential customers, adjusting pitch to meet needs of specific individuals and businesses.
- Qualified leads and set up customer appointments for outside sales team.
- Made average of 600-800 outbound and inbound calls per day.
- Developed extensive knowledge of products and services to better assist customers.
- Implemented upselling techniques to increase revenue and move product.
- Collaborated with marketing teams to develop and execute promotional strategies.
DirecTV Sales Representative
VXI Global Solutions
Los Angeles, CA
10.2017 - 04.2018
- Effectively communicated with agents from their neighboring company, AT&T through both phone and various programs
- Coordinated date and time regarding equipment support and performed various trouble shooting techniques.
- Leveraged comprehensive understanding of product/service portfolio to craft tailored solutions addressing unique client needschallenges.
- Contributed to cross-functional collaborations between departments for better understanding of product offerings and improved company-wide efficiency levels.
- Managed all field sales and service promotions for AT&T business.
- Participated in ongoing training sessions to stay current on industry trends, product knowledge, and sales techniques.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
Administration Assistant
Lighthouse Community Outreach Radio Station
Carson, CA
07.2015 - 12.2015
- Scheduled and coordinated meetings for supervisors and managers.
- Created marketing and communication materials for organizational initiatives (flyers, etc.)
- Maintained strong communication network with neighborhood and city organizations
- Contacted 60+ new clientele to effectively strengthen community relations (phone, email, and letter).
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Assisted human resources department in maintaining up-to-date personnel records by collecting relevant documentation from employees periodically.
- Improved workplace productivity with the implementation of a centralized filing system, organizing both digital and physical documents.
- Liaised between clients and vendors and maintained effective lines of communication.
- Increased office participation in special events by creating newsletter with detailed calendars and other office updates.
- Performed research to collect and record industry data.
Sales Representative
Arts and Crafts
Long Beach, CA
02.2015 - 06.2015
- Maintained constant presence on sales floor to address customers' needs.
- Secured Michaels assets including cash, check, media and merchandise.
- Recommended, selected, and helped locate merchandise based on customer needs and desires
- Stocked and rotated inventory regularly.
- Built customer loyalty and retention by delivering excellent shopping experiences.
Mail Room Attendant
United Postal Service
Long Beach, CA
08.2014 - 01.2015
- Received, sorted and processed 1000+ mail documents, packages, and supplies weekly
- Arranged alternative courier or shipping services to meet customer requirements
- Performed data entry of electronic mail distribution (open, mail prep, scan and distribute)
- Fully operate, clean and maintain all shipping and mail equipment.
Education
Journalism - Creative Writing
Long Beach City College
Long Beach, CAHigh School Diploma -
Eastside High School
Lancaster, CA06.2014
Skills
- Microsoft Office Suite
- Administrative Support
- Data Entry
- Analysis Skills
- Writing Skills
- Telemarketing
- Active listening
- Collaboration
- Quality Assurance
- Call Control
- Staff Training
- Order Fulfillment
- Conflict Management
- Escalation management
- Cross-Functional Collaboration
- Live chat support
- CRM Software
- Computer Skills
- Customer Data Confidentiality
- Salesforce CRM
- MS Office
- Administrative and Office Support
- Multi-Line Phone Systems
- Service Upselling
- LiveChat Messaging
Officeequipment
- Fax machines
- Photocopiers
Technologyskills
- Microsoft Office Suite
- CRM
- Zoiper5
- Zendesk
- Sonar
Timeline
Senior Customer Service Representative
Terminix Pest Control
02.2023 - Current
Remote Call Center Agent
VRI Research
07.2022 - 02.2023
Remote Customer Service Representative
Smartaira
03.2022 - 07.2022
State Farm Insurance Agent
Sitel Group
12.2020 - 04.2021
Amazon Warehouse Associate
Amazon DSP
04.2020 - 10.2020
Telemarketing Representative
Home Center
04.2018 - 03.2020
DirecTV Sales Representative
VXI Global Solutions
10.2017 - 04.2018
Administration Assistant
Lighthouse Community Outreach Radio Station
07.2015 - 12.2015
Sales Representative
Arts and Crafts
02.2015 - 06.2015
Mail Room Attendant
United Postal Service
08.2014 - 01.2015
Journalism - Creative Writing
Long Beach City College
High School Diploma -
Eastside High School