Lindsey Long
Newport,MI
Summary
Flexible Customer Service Representative works well independently and collaboratively with other departments. Strong organizational and communications skills for thinking quickly and solving problems in fast-paced environment. Adept at handling multiple tasks efficiently and accurately, exhibiting professionalism and maintaining confidentiality at all times.
Overview
4
4
years of professional experience
Work History
Escalation Specialist
La-Z-Boy, Inc
Monroe, MI
04.2023 - Current
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.
- Developed customized action plans for each escalated case, ensuring tailored solutions that addressed clients'' unique needs.
- Fostered strong relationships with clients by consistently demonstrating empathy, understanding, and dedication to resolving their concerns satisfactorily.
- Enhanced department efficiency through regular training sessions on best practices for handling complex cases.
- Delivered exceptional service even during high-pressure situations, maintaining professionalism and composure at all times.
Customer Service Representative II
La-Z-Boy, Inc.
Monroe, MI
10.2022 - 04.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times (30+ calls per day)
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Met customer call guidelines for service levels, handle time, and productivity.
Senior Resolution Analyst
Rocket Mortgage, LLC
Detroit, MI
07.2020 - 09.2022
- Reviewed closing packages to ensure all information is accurate and complete
- Responsible for 50+ loans to correct and make eligible for trading, most of them being time sensitive government loans
- Using strong communication skills to facilitate resolution on Post-Closing Mortgage issues
- Mentored new team members and guided them through their first days of their new position
- Responded with urgency to clients as well as internal and external representatives
- Identified patterns and trends within audit to provide regular feedback to leadership for opportunities of improvement
- Surpassed productivity goals and expectations
- Ran virtual team huddles via Teams while producing PowerPoints for visuals
- Kept team motivated and engaged under stressful situations
Education
High School Diploma -
Airport High School
Carleton, MI07.2011
Skills
- Creative Problem Solving
- Account Auditing
- Data Entry
- Proactive and Self-Motivated
- Time Management
- Attention to Detail
- Critical Thinking
- Microsoft Office
- Customer Relations
Additional Information
References available upon request
Timeline
Escalation Specialist
La-Z-Boy, Inc
04.2023 - Current
Customer Service Representative II
La-Z-Boy, Inc.
10.2022 - 04.2023
Senior Resolution Analyst
Rocket Mortgage, LLC
07.2020 - 09.2022
High School Diploma -
Airport High School