Summary
Overview
Work History
Education
Skills
Timeline
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Lillian Roger

Lehigh Acres,FL

Summary

Dedicated customer service professional with extensive knowledge in service delivery and a proven ability to handle high volumes of inbound calls. Skilled in CRM systems, and equipped with exceptional active listening and multitasking abilities. Committed to fostering professional relationships that enhance customer satisfaction and drive business profitability. Aiming to leverage my expertise to contribute significantly to organizational success.

Overview

18
18
years of professional experience

Work History

Customer Service Supervisor

Comcast, Xfinity
Fort Myers, FL
04.2020 - 02.2025
  • Managed a wide variety of administrative tasks to resolve customer issues quickly and efficiently
  • Assists in accounts auditing by providing step-by-step accurate and technical info and best practices due to my industry knowledge of the community's accounts providing seamless installations for fiber upgrades
  • I am a proactive, Solution-oriented decision-maker
  • They have implemented a feedback system for customers to provide comments and suggestions to improve service
  • Researched and corrected customer concerns to promote company loyalty
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems on the spot
  • Developed a highly energetic behavior with my peers and can also earn the respect of our customers
  • I demonstrated positive thinking among my colleagues and earned a fair and transparent reputation
  • Met customer call guidelines for service levels, and handled time, and productivity
  • Troubleshoot/technical support effectively and positively while directing the call flow
  • Ability to quickly pick up and navigate multiple software systems
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols
  • Tracked customer service cases and updated service software with customer information
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
  • Handled customer inquiries and suggestions courteously and professionally

Customer Service Specialist

Priority Bulk, Comcast Corporation
Fort Myers, FL
10.2012 - 02.2025
  • I offered first-rate service to internal and external customers to maximize satisfaction and business success
  • Participated in team meetings and training sessions to stay informed about product updates and changes
  • I have managed over 60 + customers' inbound calls per day
  • I have developed customer service improvement initiatives to decrease customer wait times
  • Developed customer service policies and procedures to meet and exceed industry service standards
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Tracked customer service cases and updated service software with customer information
  • Complied with company policies and procedures by encouraging a positive and effective work environment among employees
  • Service solutions expert
  • Strong problem-solving ability
  • Troubleshooting skills Telecommunications knowledge
  • Proficient in customer account software
  • Customer Relationship Management (CRM)
  • Built customer loyalty by placing follow-up calls for customers who reported product issues
  • Worked with upper management to ensure appropriate changes were made to improve customer satisfaction
  • Addressed customer service inquiries effectively and accurately
  • Provided accurate and appropriate information in response to customer inquiries
  • Made reasonable procedure exceptions to accommodate unusual customer requests
  • I updated account information to maintain customer records

Customer Service Representative

Convergys
Maitland, FL
06.2007 - 02.2025
  • Promoted available products and services to customers during service, account management, and order calls
  • Participated in team meetings and training sessions to stay informed about product updates and changes
  • I updated account information to maintain customer records
  • I met customer call guidelines for service levels and handled time and productivity
  • I responded to customer requests for products, services, and company information
  • I provided excellent customer care by responding to requests, assisting with product selection, and handling ordering functions
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues
  • Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals
  • I delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
  • Educated customers about billing, payment processing, and support policies and procedures
  • Managed over 50 customer calls per day

Education

Business Administration -

Ashford University
San Diego

Skills

  • Service Excellence
  • Order Fulfillment Coordination
  • Effective Conflict Resolution
  • Consumer Relationship Management
  • Data Review
  • Compliance with Legal Standards
  • Carrier Partner Collaboration
  • Call Center Operations Knowledge
  • Customer Data Analysis
  • Relationship Management
  • Billing Management
  • Data-Driven Decision-Making
  • Technical support escalations
  • Customer technical support
  • Microsoft Office Proficiency
  • Tech support collaboration

Timeline

Customer Service Supervisor

Comcast, Xfinity
04.2020 - 02.2025

Customer Service Specialist

Priority Bulk, Comcast Corporation
10.2012 - 02.2025

Customer Service Representative

Convergys
06.2007 - 02.2025

Business Administration -

Ashford University

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Lillian Roger