Lionette McKinnon
Ocala
Summary
Customer service professional with proven history of providing high-quality care and support. Expertise in resolving customer concerns and enhancing service efficiency. Team-oriented and results-focused, adaptable to changing needs, and skilled in communication and problem-solving.
Overview
8
8
years of professional experience
Work History
Customer Care Agent
Alorica
04.2024 - Current
- Listen and carefully handle client concerns ensuring they feel valued and respected.
- Built rapport with clients, resulting in increased customer loyalty and positive feedback.
- Developed strong relationships with key accounts, leading to increased client retention rates.
- Adhered strictly to data protection guidelines
- Direct customers to the right department or supervisor
- Assisted customers with setting up or closing accounts,
- complete loan applications, and sign up for new services.
- Improved first-call resolution rates through thorough research of complex cases before escalating them to higher-level support teams.
Security Supervisor
Allied Universal Security Services
10.2023 - 12.2024
- Regular patrols are conducted through surveillance and monitoring systems
- Prevent unauthorized access to facilities by enforcing strict entry protocols and verifying identification
- Maintained a safe environment for employees and visitors through risk assessment and threat analysis
- Reduced incident response times by communicating efficient emergency procedures and collaborating with local law enforcement agencies
Security Supervisor
Allied Universal/AT&T
11.2018 - 04.2024
- Conducted regular patrols of the facility to detect and deter security threats.
- Coordinated with IT personnel regarding the security of digital assets and information
- Recorded incident reports with detailed accounts of occurrences.
- Established and maintained close working relationships with local law enforcement
- Maintained compliance with security protocols and appearance standards
- Screened vendors and contractors before granting access to restricted areas within facility.
- Participated in the hiring process for new security personnel, conducting interviews.
- Oversaw team of security officers and managed scheduling and performance evaluations.
Patient Service Trainer
Cano Health
04.2021 - 08.2023
- Initially hired into a Patient Service Coordinator role and earned promotion to Patient Service Trainer Position in 2022 taking on advanced responsibilities to streamline employee training and qualifications
- Maintained accurate records of employee progress throughout the duration of their training experience.
- Enhanced team performance by implementing effective training strategies and methods
- Worked with departmental management to create individual training plans for service staff.
- Established and maintained quality control standards
- Revamped outdated training materials, ensuring content remained relevant and engaging for learners
- Promoted continuous learning through the introduction of seminars, and workshops
Customer Service Lead
Family Dollar
04.2017 - 11.2019
- Responsible for appointing tasks to cashiers and stockers on duty, reporting damages and or vendor compliance issues to supervisors
- Streamlined checkout process for faster service and improved customer experience
- Assisted in training new employees, ensuring knowledge about company policies and procedures
- Collaborated with team members to ensure smooth operations during peak hours
- Conducted inventory counts ensuring accurate stock levels were maintained
Education
Security License (D) - Security
The Security Training Group
Pembroke Pines, FL09.2018
Certified Medical Assistant -
Miami Dade College
Miami, FL05.2014
High School Diploma -
Miami Northwestern Senior High
Miami, FL05.2011
Skills
- Customer Assistance
- Problem Resolution
- Account Management
- Billing Support
- Customer Inquiry Handling
- Payment processing
- Call center experience
- CRM software
- Live chat support
- Inbound customer service
Timeline
Customer Care Agent
Alorica
04.2024 - Current
Security Supervisor
Allied Universal Security Services
10.2023 - 12.2024
Patient Service Trainer
Cano Health
04.2021 - 08.2023
Security Supervisor
Allied Universal/AT&T
11.2018 - 04.2024
Customer Service Lead
Family Dollar
04.2017 - 11.2019
Certified Medical Assistant -
Miami Dade College
Security License (D) - Security
The Security Training Group
High School Diploma -
Miami Northwestern Senior High
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