Lianne Echemendia

Social Media Specialist (11/2022- Current)
Ability to produce in a fast-paced, deadline driven environment.
Ability to develop in-depth knowledge of assigned functional areas.
Ability to think creatively and develop new solutions.
Proficient in Microsoft Office (Excel, Word, PowerPoint) and social platforms (Twitter, Facebook, etc.)
Prior experience in a similar environment (call center or customer service environment is ideal).
Extreme discretion when handling confidential and/or proprietary information.
Outstanding written and verbal communication skills with proven ability to write clear, concise, and
accurate messages for a variety of audiences while adhering to an established style

Tex Expert (02/2018-11/2022)
Provide astounding customer service through effective and timely resolution of various customer inquiries and concerns.
Build customer loyalty and value through effective account management, identify and provide offers for appropriate features and
services.
Uses resource documentation for reference and other tools to deliver exceptional customer service.
Meet department productivity and quality standards.
Support team initiatives, provide floor support, and engage with other experts.

Promote a positive work environment by establishing and maintaining professional relationships built on mutual trust and respect.
Support duties assigned to me to help my community.

Financial Customer Care Lead (03/2015 –02/2018)
Monitor direct reports daily and conduct side by sides and remote calling.
Provide coaching as required, consistent with department guidelines.
Complete monitoring reports of CSRs on a daily basis, and follow up to highlight weaknesses, as well as implement improvements.
Promote a positive work environment by establishing and maintaining professional relationships built on mutual trust and respect.
Inbound call center experience with managing high volume calls related to billing and multiple complex account issues.
Handled customer inquiries related to payment arrangements, on boarding process, and basic billing inquires.
Provide clear and concise information using verbal and/or written communication skills regarding customer billing inquiries,
pricing, programming, proration and other general information requests.
De-escalated customers by utilizing soft skills.
Make recommendations according to customer's needs on features, accessories, upgrades and rate plans.
Responsible to work in one or multiple queues/skill sets over various customer contact channels.