Lexus Lyons
Fredericksburg,VA
Summary
Experienced customer service professional dedicated to delivering exceptional support in client-facing, phone, and email interactions. Proven track record of exceeding expectations by leveraging technical abilities and problem-solving skills. Possesses excellent verbal and written communication skills along with strong interpersonal abilities. Highly adept at managing time effectively to meet organizational goals.
Overview
6
6
years of professional experience
Work History
Service Advisor
Advocate4ME Advisor/ United Healthcare/ Remote
Fredericksburg, VA
09.2022 - Current
- Answer questions related to member benefits for the Medicare and Retirement community
- Provide Excellent customer service by consistently meeting company metrics
- Actively listen to members concerns to address billing and claim issues
- Support multiple lines of Business and cross trained in various departments
- Actively participates in various groups such as the Employee Experience Committee, host team meetings and collaborate with coworkers to create learning material for peers.
- Provided technical assistance when necessary by troubleshooting any problems with online accounts or applications.
- Submitted reports on customer feedback trends and performance metrics.
Service Advisor
Kelly Connect / Apple
Fredericksburg, VA
10.2021 - 01.2022
- Answer questions about Apple products and services
- Provide world-class customer service by phone, chat, and email
- Listen to customers and use technical expertise to troubleshoot and resolve technical issues
- Explain step by step solutions
- Support Apple’s popular products and services, from Apple Arcade, Fitness+, Apple Music, AppleCare agreements, Apple Pay and our flagship iPhones.
Senior Service Rep
Wayfair
Remote
09.2020 - 10.2021
- Handle 50-60 phone calls per shift
- Build relationships with customers
- Discuss topics such as returns, replacements, delivery, product availability, and order status
- Use conflict management skills to de-escalate customer concerns
- Navigate multiple browses, tabs, tools, and screens to quickly and effectively answer questions.
Property Manager
Public Storage
Fredericksburg, VA
03.2018 - 09.2020
- Manage the daily office tasks, retail sales, and maintain the facility
- Assess customer storage needs and make suggestions (offer packing and moving supplies)
- Keep surfaces and high-touch areas clean (sweep, mop, debris removal, and wipe windows)
- Conduct daily storage unit inspections
- Confirm inventory availability and ensure spaces are ready to rent
- Manage, audit, balance cash drawer; prepare and make daily deposits
- Help keep customers current with payment and make collection calls when required.
Education
Diploma -
Caroline County High School
Milford , Virginia06-2009
Skills
- Core Competencies
- Technical Ability
- Customer Support
- Issue Resolution
- Multi-tasker
- De-escalation Techniques
- Problem Solver
- Verbal and Written Communication
- Interpersonal Skills
- Time Management
- Organize and Prioritize
Affiliations
- Youth Mentor at Lead Strong Mentor Group
References
References available upon request.
Timeline
Service Advisor
Advocate4ME Advisor/ United Healthcare/ Remote
09.2022 - Current
Service Advisor
Kelly Connect / Apple
10.2021 - 01.2022
Senior Service Rep
Wayfair
09.2020 - 10.2021
Property Manager
Public Storage
03.2018 - 09.2020
Diploma -
Caroline County High School
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