Lindsey Russo
Customer Service Represenative
Corona,CA
Summary
Seasoned Customer Service Associate with 15+ years of experience in high-volume call centers, eager to use my problem-solving skills and patient demeanor to enhance customer satisfaction.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
20
20
years of professional experience
Work History
Customer Service & Territory Support Representative
Nobel Biocare
01.2017 - 01.2022
- Managed Account ordering
- Assisted Dentists with placing orders for surgical and restorative components
- Quoted repair costs for customers
- Managed Quality & Notifications for Failed Implants
- Handled E-Commerce transactions, questions and comments
- Assisted Nobel Biocare Sales Reps in placing orders for Dentists in Reps Territory
- Assisted Sales reps in Nobel Promotion Orders
- Assisted Sales reps with the Swift App when it launched
Office Administrator
Elizabeth Bilinski, CPA
01.2015 - 01.2017
- Assigned the role and responsibility as first point of contact for all customers clients
- Appointed as the liaison for the company’s high-profile clients
- Continuously assumed more responsibility as client base and business grew
- Scheduled and confirmed appointments for all staff accountants
- Responsible for all company disbursements and receivables
- Performed monthly account reconciliation for multiple accounts
- Prepared and entered all billing actions associated with company revenue and expenses
- Maintained all office supplies inventory, equipment and building maintenance repairs
Administrative Assistant
Simpson & Company
01.2012 - 01.2015
- Responsible for all administrative tasks for a six-person office
- Created monthly statements and invoices through QuickBooks and create 1099’s
- Created Power of Attorney documents using the Lacerte Program
- Prepared and sent 1,200 individual tax organization packets to client base for each tax year
- Edited, mailed, and e-filed all completed tax return packages and confirmed acceptance for State
- Demonstrated adaptability to work for different companies with different work products
Customer Service Representative
Ice Town
Riverside , 92823
01.2010 - 01.2012
- Ensured customer satisfaction according to company standards
- Handled customer complaints, billing questions and payment options
- Prepared monthly billing for all academy members
- Prepared all score sheets for weekly games and daily locker room assignments
- Maintained timecards for all employees
- Prepared all information packets for new customers
- Responsible for daily cash reconciliation and bank deposits
- Responded to customer requests for products, services, and company information.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Managed timely and effective replacement of damaged or missing products.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Server
01.2007 - 01.2010
Senior Customer Service Representative
Bassett Furniture Warehouse
01.2006 - 01.2007
- Calmed angry & frustrated callers, repaired trust in company, found resources for problem resolution and designed the best choice solutions
- Responsible for all Nevada and California Bay area stores claims reporting
- Ordered all parts, set in-home technician appointments, and transfer to all locations
- Created purchase orders and completed all finalized service orders
- Kept the filing system organized and up to date, mailed parts & maintained Fed Ex Billing
Administrative Assistant
Gerald R. Thompson & Associates
01.2002 - 01.2005
- Responsible for all calls within the Certified Legal Private Investigation firm
- Filed and prepared all case documents
- Maintained case logs and time on investigations
- Tracked current case status and provided weekly reports to President of company
- Organized and arranged principle/client meetings, conference, travel and interfaced with clientele
- Prepared investigation reports for submission to attorney’s and municipalities and ensured that all pending deadlines were met
Education
High School Diploma -
Esperanza High School
01.2002
Skills
- CRM software
- Social media
- SLA compliance
- Ticketing systems
- Call center experience
- Live chat support
- Dispute resolution
- Remote support
- Customer satisfaction
- Organization
- Microsoft office
- Documentation
- Policy development
- Customer service
- Customer service expertise
Timeline
Customer Service & Territory Support Representative
Nobel Biocare
01.2017 - 01.2022
Office Administrator
Elizabeth Bilinski, CPA
01.2015 - 01.2017
Administrative Assistant
Simpson & Company
01.2012 - 01.2015
Customer Service Representative
Ice Town
01.2010 - 01.2012
Server
01.2007 - 01.2010
Senior Customer Service Representative
Bassett Furniture Warehouse
01.2006 - 01.2007
Administrative Assistant
Gerald R. Thompson & Associates
01.2002 - 01.2005
High School Diploma -
Esperanza High School
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