Lloyd London
Longview,TX
Summary
Experienced call center representative with 5 years’ experience using Salesforce and live chat to deliver fast, accurate support. Consistently achieves sales goals and handles escalations calmly and effectively. Implemented workflow changes that cut AHT by 12% and mentored peers on best practices—ready to support Foundever as a customer service representative or team lead to boost team KPIs.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Mikakinzie Inc
03.2023 - Current
- Resolved customer inquiries through effective communication and problem-solving strategies.
- Processed orders and managed returns, ensuring timely resolution and customer satisfaction.
- Collaborated with team members to streamline processes, enhancing service delivery efficiency.
- Educated customers on product features and services, fostering informed purchasing decisions.
- Drove a 12% reduction in Average Handle Time trough process improvements and focused coaching while preserving customer satisfaction.
TURBOTAX SUPPORT
Intuit Turbo Tax
01.2022 - 03.2023
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Handled up to 30 complex customer issues daily and maintained one call resolution.
CLIENT RETENTION SPECIALIST
MPBR
08.2020 - 08.2022
- Developed and implemented client retention strategies to enhance customer satisfaction.
- Analyzed customer feedback to identify areas for improvement in service delivery.
- Trained and mentored junior team members on best practices for client engagement.
- Utilized CRM software to track client interactions and optimize follow-up processes.
- Kept at least 90% Quality Scores.
Education
High School Diploma -
Longview High School
Longview, TX05-2006
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Payment processing
- Call center experience
- Conflict resolution
- Microsoft outlook
- Paperwork processing
- Order processing
- Documentation
Timeline
Customer Service Representative
Mikakinzie Inc
03.2023 - Current
TURBOTAX SUPPORT
Intuit Turbo Tax
01.2022 - 03.2023
CLIENT RETENTION SPECIALIST
MPBR
08.2020 - 08.2022
High School Diploma -
Longview High School