Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Lillie Houghton

Forney

Summary

Dynamic and motivated customer care professional, skilled in fostering positive relationships, and ensuring seamless customer experiences. Proven ability to navigate complex inquiries and provide effective solutions, enhancing client trust and loyalty. Experienced in mentoring peers and sharing best practices to elevate service standards. Passionate about creating a supportive environment that prioritizes customer needs, and organizational success.

Overview

5
5
years of professional experience

Work History

Customer Care Specialist

Massmutual Life Insurance Company
Springfield
01.2023 - 03.2025
  • Handled over 50 incoming phone calls daily from policyholders, advisors, and third parties.
  • Accepted death claims on policies, and referred information to the claims department for seamless processing.
  • Educated policyholders and financial advisors on coverage types, premiums, and required forms for making changes or withdrawals.
  • Regularly trained and mentored new associates on call handling procedures and processes.
  • Kept records of every customer interaction, thoroughly noting details of inquiries and requests.
  • Utilized problem-solving skills to resolve difficult customer situations quickly and efficiently.

Customer Service Representative

Copart
East Granby
05.2021 - 01.2023
  • Placed outbound calls to body shops and residences to obtain the release of vehicles, while also handling incoming calls.
  • Assisted customers face-to-face at the front counter with vehicle pickups, title paperwork, and sale transactions.
  • Processed incoming and outgoing mail according to its criteria to ensure redirection to the proper recipient.
  • Utilized company resources to gather information and offer solutions to meet customer needs.
  • Trained new staff on customer service practices and system navigation procedures.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.

Customer Experience Coordinator

TJ Maxx
Granby
08.2020 - 05.2021
  • Supervised a team of storefront sales associates, ensuring prompt, courteous customer service, and promotion of loyalty programs.
  • Maintained a clean and organized storefront to increase customer satisfaction.
  • Ensured an excellent customer experience by engaging and interacting with customers and associates to identify points of friction, and to ensure the best course of action for conflict resolution.
  • Adhered to operational, merchandising, and loss prevention standards to reach company goals.
  • Conducted regular training sessions for employees on best practices for providing excellent customer service.

Education

Cosmetology Certificate -

Springfield Technical Community College
Springfield, MA
05.2020

High School Diploma -

Rockwall-Heath High School
Heath, TX
06.2019

Skills

  • Multi-tasking
  • Communication
  • Data entry
  • Time management
  • Empathy
  • Conflict resolution
  • Adaptability
  • Technical knowledge
  • Training and mentoring
  • Call handling

References

References available upon request.

Timeline

Customer Care Specialist

Massmutual Life Insurance Company
01.2023 - 03.2025

Customer Service Representative

Copart
05.2021 - 01.2023

Customer Experience Coordinator

TJ Maxx
08.2020 - 05.2021

Cosmetology Certificate -

Springfield Technical Community College

High School Diploma -

Rockwall-Heath High School

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