Summary
Overview
Work History
Education
Skills
References
Accomplishments
References
Timeline
Generic

Lillian Hamilton

Columbia,SC

Summary

Experienced Customer Service professional with over a decade of expertise in telecommunications and banking sectors. Skilled in leading teams to deliver exceptional customer support, resolving complex complaints, and enhancing customer retention. Adept at multitasking in fast-paced environments and leveraging CRM software to streamline service delivery.

Overview

15
15
years of professional experience

Work History

Class A CDL Driver

TMC Transportation
04.2024 - 10.2024
  • Maintained accurate logs of driving activities to ensure compliance with federal regulations.
  • Inspected brakes, lights, tires, fuel levels and other important parts to maintain operational safety on the road.
  • Adhered to company policies including hours of service limitations and hazardous materials transport regulations.
  • Communicated with dispatchers about route changes due to traffic delays or inclement weather conditions.
  • Monitored load security throughout trips.
  • Conducted vehicle inspections before and after every trip and performed minor repairs to keep truck functional.

Customer Service Support Specialist

Verizon Wireless
Elgin, SC
08.2014 - 10.2023
  • Resolved customer complaints in a timely manner.
  • Maintained up-to-date knowledge of company products and services.
  • Performed data entry for customer accounts and orders.
  • Updated customer information in the customer service database.
  • Coordinated with other departments to resolve customer issues efficiently.
  • Handled escalated calls from customers seeking additional support.

Customer Service Rep II

Wells Fargo
Columbia, SC
10.2013 - 08.2014
  • Processing routine to complex transactions on-line
  • Researching and resolving routine to moderately complex problems and inquiries
  • Responds to inquiries and complaints from internal and external customers regarding financial products and services while maintaining a positive and can help attitude
  • Cross-sell or refer products, account maintenance, report generation, and project work
  • Using Company intranet to stay up to date on products, services and promotions that vary by region or tenure
  • Staying within the Companies guidelines for adherence, lunches and breaks
  • Staying up to date on training and coaching sessions with my supervisor

Retention Specialist

Time Warner Cable
West Columbia, SC
07.2012 - 09.2013
  • Handle inbound disconnect/downgrade calls
  • Retain customers through positive customer relationship building
  • Diffuse the irate customer situation by utilizing strong listening skills and probing techniques
  • Resell value of the products and services the customer currently has in detail through preforming a complete account analysis
  • Identify the root for disconnecting and overcome objections in an effort to retain the customer
  • Transition from saving to upgrading the customer to additional products and services

Supervisor

Teleperformance
Columbia, SC
06.2009 - 07.2012
  • Managing 20-25 agents
  • Evaluating agents' performance
  • Manage and direct the daily activities of call center agents and telephone operators perfectly
  • Supervise, plan, and manage functions concerned to call center environment and review operations of the agents
  • An information source to answer operator questions, assigning tasks, following up, and giving instructions as needed
  • Troubleshooting equipment
  • Resolved customer complaints, disputes, or discrepancies
  • Upgraded customer's equipment and other services
  • Resold value of services when a request was made to downgrade

Education

Some College (No Degree) - Legal Studies

Strayer University
Columbia, SC

Skills

  • Complaint Handling
  • De-Escalation Techniques
  • CRM Software
  • Multi-Task Management
  • Customer Retention Strategies
  • Data Entry
  • Payment Processing
  • Customer Relations
  • Call Center Operations
  • Order Fulfillment
  • Support case resolution
  • Banking operations support
  • Information Security
  • DOT Compliance
  • OTR Driving
  • Clean MVR
  • Cargo Handling
  • Tarping
  • Load securement
  • Accident Prevention

References

References are available on request.

Accomplishments

  • 2nd Quarterly Director's Club (June 30, 2018)
  • Member of Women of Wireless(WOW) (May 1, 2018)
  • 2017 Legends (December 31, 2017)
  • 2017 Columbia Contact Center Excellence Award (December 31, 2017) 3rd Quarterly Director's Club (September 30, 2017)
  • 2nd Quarterly Director's Club (June 30, 2017)
  • Women in Leadership (November 1, 2014)

References

References available upon request.

Timeline

Class A CDL Driver

TMC Transportation
04.2024 - 10.2024

Customer Service Support Specialist

Verizon Wireless
08.2014 - 10.2023

Customer Service Rep II

Wells Fargo
10.2013 - 08.2014

Retention Specialist

Time Warner Cable
07.2012 - 09.2013

Supervisor

Teleperformance
06.2009 - 07.2012

Some College (No Degree) - Legal Studies

Strayer University

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Lillian Hamilton