Summary
Overview
Work History
Education
Skills
Timeline
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Lenora Burney

customer service representative
Sunrise,FL

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Overview

35
35
years of professional experience

Work History

Customer Service Representative

fortunabmc
Remote, FL
03.2021 - 06.2024
  • Delivered customer support to high call load each shift.
  • De-escalated customer issues with proven conflict mediation and problem-solving abilities.
  • Maintained high satisfaction score by consistently resolving first-call issues.
  • Researched resolutions, contacted necessary departments and responded to customer by phone, mail or fax as follow-up.
  • Promptly responded to customer inquiries and resolved complaints to promote loyalty.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Recommended potential products or services after analyzing customer needs.
  • Documented customer correspondence in CRM to track requests, problems and solutions.
  • Surpassed quality target by working through scripted response plans and applying personal knowledge base to resolve concerns.
  • Kept customer and system account information accurate and current to support timely resolutions for concerns.

Team Leader

Maximus Call Center
Tamarac, FL
12.2019 - 06.2020
  • Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
  • Conferred with other supervisors to coordinate operations and activities within or between departments.
  • Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
  • Kept work areas clean, neat and free of safety hazards to maximize efficiency.
  • Identified needs of customers promptly and efficiently.
  • Displayed strong telephone etiquette, effectively handling difficult calls.

Clerk Specialist

Broward Public Schools
Ft Lauderdale, Florida
03.1989 - 12.2019
  • Received and distributed incoming mail, messages and packages to appropriate individuals.
  • Filed correspondence and reports in accordance with corporate classification system.
  • Prepared and submitted requisitions to maintain supply standards in accordance with established procedures.
  • Directed clients and guests to correct departments, rooms and staff members.
  • Communicated with customers and employees to answer questions or explain information.
  • Supported office clerical functions using word processing and other software, email and office machines.
  • Created, updated and maintained detailed documents, charts and spreadsheets to sort company information.
  • Followed confidentiality rules to preserve data quality and reduce potential information compromise.
  • Oversaw office inventory by restocking supplies and submitting purchase orders.
  • Answered multi-line telephone system and routed calls to appropriate personnel.
  • Processed accounts payable and accounts receivable updates to maintain current financial records.
  • Inventoried and ordered materials, supplies and services.

Education

High School Diploma -

Liberty Central High
Liberty, NY
06-1979

Skills

  • Information Security
  • Inbound and Outbound Calling
  • Paperwork Processing
  • Complaint resolution
  • Call Management
  • Data Entry
  • Appointment Scheduling
  • Administrative Support
  • Stocking and replenishing
  • Call Center Operations
  • Filing

Timeline

Customer Service Representative

fortunabmc
03.2021 - 06.2024

Team Leader

Maximus Call Center
12.2019 - 06.2020

Clerk Specialist

Broward Public Schools
03.1989 - 12.2019

High School Diploma -

Liberty Central High

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Lenora Burneycustomer service representative