Lia Perry
Chesterfield,VA
Summary
Organized and dependable candidate, successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Citibank, NA
08.2023 - 05.2024
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Cross trained for multiple departments to assist with business needs.
- Updated account information to maintain customer records.
- Managed approximately 85 incoming calls per day from customers
Support Staff
Enhanced Support Services
06.2022 - 05.2024
- Enhanced client independence by implementing personalized support plans and monitoring progress.
- Improved client well-being by providing emotional support and fostering strong relationships.
- Managed challenging behaviors through effective communication, de-escalation techniques, and crisis intervention strategies.
- Contributed positively to the overall atmosphere within the residential setting by maintaining a clean and organized environment.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Participated in ongoing training programs to enhance knowledge base and stay current on best practices within the field.
- Maintained professional boundaries while cultivating supportive connections with clients that fostered trust and stability in their lives.
- Provided transportation assistance as needed, enabling clients to access appointments, resources, or recreational activities safely.
- Implemented behavior management strategies consistently, reducing incidents of negative behaviors among clients.
Employment Specialist
Frontier Health
03.2022 - 08.2023
- Assisted clients with completing job applications and submitting resumes to improve interview chances.
- Established strong relationships with local employers to match clients with suitable job opportunities.
- Provided ongoing support and guidance for clients during their job search, leading to increased confidence and motivation.
- Enhanced client employability by conducting thorough assessments and identifying individual strengths and weaknesses.
- Tracked client progress through detailed case notes and regular follow-ups, ensuring efficient service delivery.
- Established a supportive environment for personal growth and career exploration, fostering positive relationships between staff and program participants.
- Educated students on college admissions process and scholarship requirements.
Foster Parent Trainer/Recruiter
Youth Villages
07.2019 - 03.2022
- Conducted outreach activities, including community events, informational sessions, and advertising campaigns, to promote foster parenting opportunities.
- Collaborated with local agencies, organizations, and community partners to identify potential foster parent candidates and facilitate recruitment efforts.
- Screened and assessed prospective foster parents to determine their suitability for the role, including conducting background checks and home studies.
- Coordinated and facilitated training sessions for prospective foster parents, covering topics such as child development, trauma-informed care, and navigating the foster care system.
- Provided ongoing support and guidance to foster parents throughout the certification process and beyond, including addressing any concerns or challenges that may arise.
- Maintained accurate records of recruitment activities, prospective foster parent inquiries, and training sessions.
- Collaborated with other staff members, including social workers, case managers, and support services personnel, to ensure a coordinated approach to foster parent recruitment and training.
- Stayed informed about relevant laws, regulations, and best practices related to foster care and adoption, and ensure compliance with all applicable requirements.
Support Staff
Enhanced Support Services
06.2016 - 06.2019
- Enhanced client independence by implementing personalized support plans and monitoring progress.
- Improved client well-being by providing emotional support and fostering strong relationships.
- Managed challenging behaviors through effective communication, de-escalation techniques, and crisis intervention strategies.
- Contributed positively to the overall atmosphere within the residential setting by maintaining a clean and organized environment.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Participated in ongoing training programs to enhance knowledge base and stay current on best practices within the field.
- Maintained professional boundaries while cultivating supportive connections with clients that fostered trust and stability in their lives.
- Provided transportation assistance as needed, enabling clients to access appointments, resources, or recreational activities safely.
- Implemented behavior management strategies consistently, reducing incidents of negative behaviors among clients.
- Administered medication as directed by physician.
Customer Service Representative
Advanced Call Center Technologies LLC
08.2013 - 06.2016
- Enhanced customer satisfaction through prompt resolution of reported fraudulent transactions and clear communication with clients.
- Maintained up-to-date knowledge of industry best practices and regulatory requirements, ensuring compliance at all times.
- Effectively communicated with customers during sensitive situations involving personal financial information and potential loss.
- Reviewed transactions and receipts to identify any suspicious activity.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Cashier
Bojangles' Famous Chicken 'n Biscuits
08.2011 - 08.2013
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Streamlined checkout process for increased efficiency and reduced waiting times.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Assisted customers with orders and provided exceptional service, resulting in positive feedback from shoppers.
- Improved order accuracy by diligently following packing guidelines and double-checking items before packaging.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
- Developed rapport with regular customers, offering personalized service that fostered brand loyalty.
- Enhanced customer satisfaction by providing fast and accurate order processing at the drive-thru window.
Cashier
Carmike Cinemas
11.2008 - 12.2010
- Ensured compliance with all applicable regulations governing ticket sales, refunds, and exchanges.
- Assisted in maintaining a clean and safe theater environment, promoting positive guest interactions.
- Enhanced customer experience by providing timely and efficient service during movie screenings.
- Conducted routine inventory checks for concession items, minimizing waste and ensuring product availability for guests.
- Handled cash register transactions accurately while providing friendly service at the concession stand or box office.
- Maintained up-to-date knowledge of current films being shown at the theater as well as those coming soon in order to respond effectively to guest inquiries.
- Welcomed guests to theater with friendly demeanor and smile and directed to screening rooms.
- Provided assistance to guests with special needs and helped with seat accommodations.
Education
Bachelor of Science - Early Childhood Education
East Tennessee State University
Johnson City, TN12.2017
Skills
- Conflict Resolution
- Critical Thinking
- Customer Service
- Documentation and Recordkeeping
- Team building
- Reliability
- Active Listening
- Attention to Detail
- Excellent Communication
Timeline
Customer Service Representative
Citibank, NA
08.2023 - 05.2024
Support Staff
Enhanced Support Services
06.2022 - 05.2024
Employment Specialist
Frontier Health
03.2022 - 08.2023
Foster Parent Trainer/Recruiter
Youth Villages
07.2019 - 03.2022
Support Staff
Enhanced Support Services
06.2016 - 06.2019
Customer Service Representative
Advanced Call Center Technologies LLC
08.2013 - 06.2016
Cashier
Bojangles' Famous Chicken 'n Biscuits
08.2011 - 08.2013
Cashier
Carmike Cinemas
11.2008 - 12.2010
Bachelor of Science - Early Childhood Education
East Tennessee State University