Lilith Bryant
Houston,TX
Summary
Passionate about promoting lasting client satisfaction by delivering quality service and unparalleled support on a broad spectrum of knowledge. Proficient in customer service best practices and related options.
Overview
5
5
years of professional experience
Work History
Corporate Guide
Corporate Tools
11.2022 - Current
- Resolved client concerns with empathy, resulting in increased loyalty and repeat business.
- Have assisted with multiple departments, such as Northwest, State sites, and Digital Mail.
- Strong flexibility and multi-tasking skills daily - as I am in a phone role Tuesday - Friday, an all email role on Saturdays, and am responsible for my teams C.A.R.E Scores weekly.
- Maintain a 4.5-5 PSH weekly while keeping a high standard for client interactions.
- Broad experience throughout the company besides head on work, as I have shadowed and calibrated with someone from all departments to have a grasp on what the company does as a whole.
- Extremely quick learner, and eager to expand my knowledge to provide a better experience for clients.
Fraud Customer Service Representative
ASAP (formerly Waitr)
06.2020 - 10.2022
- Resolved claims of fraudulent purchases on customer accounts and advised customers on increased security practices.
- Leverage reports for live and on-going fraud, making sure all accounts are deactivated and reimbursed in a timely manner.
- Assisting in reviewing banking records in effort to discover fraudulent activity.
- Addressed customers courteously using suitable methods and problem-solving skills.
- Utilized automated systems to log and retrieve call information.
- Developed and maintained working knowledge of internal policies, procedures and services to appropriately address customer issues.
- Updated and maintained database with accurate customer information and timely data entry.
- Complied with corporate and regulatory policies regarding information confidentiality and privacy.
Partnered Business Customer Support Representative
ASAP (formerly Waitr)
10.2019 - 06.2020
- Analyzed and collected customer information to prepare product or service reports.
- Manage transactions totalling up to $50K each day; recognized for consistently filing tickets for transactions and issues every day.
- Assisting restaurants with menu maintenance and other support needs.
- Answered an average of 120 calls per day from unsatisfied customers related to delays in shipment, order mistakes, and lost orders
- Advertised sales for monthly subscriptions and maintained customer satisfaction in such.
- Troubleshot minor problems and reported larger technical issues.
- Navigated multiple computer systems and applications and utilized search tools to find information.
Education
High School Diploma -
Ovey Comeaux High School
Youngsville, Louisiana05.2019
Skills
- Efficient and Detail-Oriented
- Customer Retention Strategies
- Upbeat and Positive Personality
- Customer Data Confidentiality
- Inbound and Outbound Calling
- Fraud Prevention and Detection
- Calm and Professional Under Pressure
- Determined and Driven
- Calibrated with CARE
References
- Samantha Gardner, Northwest Coach
- Larry Trahan, ASAP, Sr. Fraud & Dispute Specialist, larry.trahan@waitrapp.com
Timeline
Corporate Guide
Corporate Tools
11.2022 - Current
Fraud Customer Service Representative
ASAP (formerly Waitr)
06.2020 - 10.2022
Partnered Business Customer Support Representative
ASAP (formerly Waitr)
10.2019 - 06.2020
High School Diploma -
Ovey Comeaux High School