Summary
Overview
Work History
Education
Skills
Timeline
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Lena Lotus

Lena Lotus

Summary

Experienced customer service manager with a proven track record in hospitality, retail, car rental, and banking industries. Over 10 years of expertise in delivering exceptional customer experiences and driving business growth through strategic initiatives. Specializes in improving customer satisfaction and loyalty through effective strategies. Strong background in credit card services, known for providing impactful financial solutions and top-notch customer care. Skilled in risk management, transaction analysis, and compliance. Recognized for problem-solving abilities, exceptional communication skills, and a reputation for effective team collaboration and consistent results.

Overview

15
15
years of professional experience

Work History

Senior Credit Card Specialist

Citizens Bank
05.2020 - Current
  • Supervise and motivate employees to be productive and engaged in work.
  • Developed a strong company culture focused on employee engagement, and collaboration.
  • Coach branch colleagues in credit card inquires and escalate issues.
  • Ability to think critically about customer needs and act on the bank’s behalf to resolve escalated issues.
  • Accomplished multiple tasks within established timeframes.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Implemented credit card account maintenance procedures to determine accuracy of customer information and compliance with federal regulations.
  • Adhere to authentication policies to protect customer’s accounts from fraudulent activity and prevent account takeovers.
  • Enhanced operational efficiency by developing and updating internal processes and procedures related to credit card operations.
  • Discuss claim status and advise on proper documentation for fraud investigations.
  • Researched and resolved customer complaints and disputes related to credit card accounts.
  • Implemented strategies to reduce risk of credit card fraud and identity theft.
  • Facilitated regular team meetings focused on sharing best practices, discussing challenges, and brainstorming solutions to optimize overall performance.

Management Assistant

Enterprise Holdings
02.2017 - 04.2020
  • Maintained positive work ethic and commitment to providing excellent service to improve operations efficiency and customer satisfaction.
  • Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
  • Enforced company policies and procedures to strengthen operational standards across departments.
  • Assisted with administrative tasks, including filing, answering phones and assisting customers.
  • Monitored and tracked customer files to keep return dates up to date and informed the branch manager of problem files.
  • Provided exceptional customer services to drive sales and customer satisfaction.
  • Communicated with insurance adjusters to place customer reservations, and request coverage verification to avoid customer complications during insurance claim rentals.
  • Mentor staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
  • Cultivated customer loyalty by training team members in industry leading service standards.

Clinique Consultant

Ulta Beauty
10.2014 - 05.2017
  • Drive and exceed sales goals in the Clinique and overall prestige department.
  • Attend high-end brand training for new products and makeup artistry techniques.
  • Led team of 10 beauty advisors engaged in delivering product knowledge to customers on a daily basis.
  • Used marketing initiatives to assist Clinique's counter manager in building rapport and landing customers.
  • Conducted monthly audits to check store for proper signage and to determine shelves requiring additional inventory.
  • Effectively controlled the release of proprietary and confidential information for general client lists.
  • Worked with clients one-on-one to boost confidence in skin care and make-up with personalized regime.
  • Planned and executed beauty events to drive sales.

Front Office Supervisor

Hampton Inn
02.2011 - 10.2014
  • Guided employees through routine and complex administrative situations with decisive but motivational approach.
  • Fielded complaints from clients and customers and rectified issues.
  • Optimized personnel coverage, preparing work schedules based on staff availability and forecasted demands.
  • Monitored financial bookkeeping for accuracy and compliance, resolving identified discrepancies.
  • Utilized active listening skills to quickly resolve problems and escalated larger issues to the Front Desk Manager.
  • Created schedule of front office workers.
  • Mentor new employees on the check in and check out process delivered constructive feedback to increase understanding of job duties.
  • Kept a close eye on the front desk so that any issues that arose could be promptly addressed and resolved.

Education

Bachelors - Management

Rhode Island College
North Providence, RI
01.2017

Skills

  • Exceptional Attention to detail
  • Excellent customer service
  • Excellent Time Managing
  • Strong verbal and written skills
  • Staff leadership
  • Excellent Communication
  • Adapts to change
  • Client relationships
  • Employee training and development
  • Multitasking and prioritizing
  • Conflict resolution
  • Sensitive material handling
  • Organization and efficiency
  • Resolving discrepancies
  • Technologically savvy
  • Active Listening
  • Effective team player
  • Proficient in MS Office
  • Dependable and reliable

Timeline

Senior Credit Card Specialist

Citizens Bank
05.2020 - Current

Management Assistant

Enterprise Holdings
02.2017 - 04.2020

Clinique Consultant

Ulta Beauty
10.2014 - 05.2017

Front Office Supervisor

Hampton Inn
02.2011 - 10.2014

Bachelors - Management

Rhode Island College

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