Lester F. Wagner, Jr.
Davenport
Summary
Detail-oriented professional with a solid background in customer service and fraud analysis. Recognized for enhancing customer satisfaction through effective communication and problem resolution. Committed to applying analytical skills and empathy to deliver exceptional service and mitigate risk.
Overview
14
14
years of professional experience
Work History
Customer Care Associate
American Water Works Company
Camden
02.2024 - Current
- Delivered exceptional service that consistently met or exceeded expectations.
- Received inbound customer calls, clarified needs, and resolved concerns efficiently.
- Referenced systems and knowledge bases to address customer inquiries effectively.
- Maintained extensive knowledge of application processes and water utility operations.
- Managed difficult calls, reducing escalations through effective communication.
- Applied empathy during customer interactions, improving overall satisfaction.
- Took appropriate actions based on customer feedback and interactions.
- Completed follow-up correspondence, enhancing customer engagement.
Customer Service Representative and Fraud Analyst
Von Maur
Davenport
02.2019 - Current
- Collaborated with cross-functional teams to develop and implement fraud prevention strategies, leading to a significant reduction in fraudulent transactions and associated losses.
- Proactively identified and investigated potential fraudulent activities, utilizing advanced analytical tools and techniques to mitigate risk and protect the company's assets.
- Resolved complex customer inquiries and complaints, enhancing customer satisfaction and retention.
- Delivered accurate and timely information, effectively resolving issues and maintaining professionalism in all interactions.
Senior Customer Care Supervisor
Alorica
Davenport
07.2015 - 01.2019
- Led team of 15 customer care representatives, guiding and supporting exceptional service delivery and enhancing customer satisfaction.
- Implemented and oversaw a comprehensive customer care training program, resulting in a 20% increase in first-call resolution and a 15% decrease in customer escalations.
- Developed and implemented quality assurance processes to monitor customer interactions, improving quality and increasing customer satisfaction scores by 10%.
- Collaborated with cross-functional teams to identify and address customer pain points, resulting in the successful rollout of three new customer-centric initiatives and a 25% decrease in customer complaints.
Home Health Aide
Davenport
01.2014 - 05.2015
Seasonal Utility Locator Customer Service
Iowa One Call
Davenport
02.2013 - 10.2013
Customer Service Representative
MidAmerican Energy Company
Davenport
02.2012 - 10.2012
Education
GED -
Hardin County School District
Elizabethtown, KY11-1994
Skills
- Problem-solving and analytical thinking
- Effective communication
- Attention to detail
- Customer service
- Adaptability and flexibility
- Data visualization
- Time management skills
- Interpersonal skills
- Conflict resolution
- Customer feedback analysis
- Customer service metrics
Timeline
Customer Care Associate
American Water Works Company
02.2024 - Current
Customer Service Representative and Fraud Analyst
Von Maur
02.2019 - Current
Senior Customer Care Supervisor
Alorica
07.2015 - 01.2019
Home Health Aide
01.2014 - 05.2015
Seasonal Utility Locator Customer Service
Iowa One Call
02.2013 - 10.2013
Customer Service Representative
MidAmerican Energy Company
02.2012 - 10.2012
GED -
Hardin County School District