Lola Newbey
West Harrison,New York
Summary
Diligent, Detail-oriented individual. Adept at maintaining and organizing daily interactions. Expert navigation of complex software, systems and policies. Reliable employee seeking Customer Service position. Offering excellent communication and good judgment.
Overview
22
22
years of professional experience
1
1
Certification
Work History
COVID-19 Contact Tracing Investigator
SSO LLC
West Harrison, NY
11.2020 - 03.2022
- Coordinated with public health and local facilities to support isolation and quarantine of individuals.
- Offered basic guidance regarding testing and medical consultation for those exposed to people with COVID-19.
- Reached out to people newly diagnosed with COVID-19 to determine contact histories and potential exposures.
- Collected and recorded information in electronic medical records.
- Contacted people exposed to individuals with COVID-19, assessed symptoms and referred for testing.
- Communicated with documented COVID-19 patients and other exposed persons via phone call, text, e-mail and other platforms.
- Provided educational and informational resources regarding isolation policies and quarantine measures.
Sr. Rate Specialist
The Journal News Media Group
White Plains, NY
04.2014 - 07.2020
- Answered customer questions via telephone, email and live chat services.
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Provided friendly greeting to visitors and gave knowledgeable and authoritative responses.
- Interacted with team members across departments to research and resolve customer issues. Worked an IT help desk to resolve tickets for issues that need resolution.
- Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls.
- Explained available products and services, demonstrated features, and used persuasive communication strategies to redirect concerns.
- Verified basic needs are being met, providing navigation assistance for various benefits and available services.
Customer Service Coordinator
The Journal News
White Plains, NY, NY
04.2003 - 04.2014
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Monitored and reported on trends in customer interaction to evaluate processes and capitalize on improvement opportunities.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Resolved concerns with products or services to help with retention and drive sales.
- Reviewed submitted documents to check compliance and enforce recordkeeping policies.
- Created and enhanced call sequencing flows and scripts to enhance team performance.
Legal Tearsheet Clerk
The Journal News
White Plains, NY
06.1999 - 04.2003
- Managed accounts and client records of clients, observing confidentiality and extreme discretion.
- Completed electronic filings, initiated billing statements and managed firm administrative matters.
- Reviewed, edited and proofread legislation drafts for proper grammar, spelling, punctuation and formatting.
- Maintained complex files for short sales, foreclosures and traditional real estate transactions.
Education
Associate of Applied Science - Social Work
Westchester Community College
Valhalla, NY05.1996
Skills
- Flexible and Adaptable
- Flexible & Adaptable
- Collaboration
- Conflict Resolution
- Customer Service
- Self-motivated professional
- Microsoft Office
- Active Listening
- Decision Making
- Responsible
- Data Entry
- Organization and Time Management
Certification
- Licensed Notary Public
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
COVID-19 Contact Tracing Investigator
SSO LLC
11.2020 - 03.2022
Sr. Rate Specialist
The Journal News Media Group
04.2014 - 07.2020
Customer Service Coordinator
The Journal News
04.2003 - 04.2014
Legal Tearsheet Clerk
The Journal News
06.1999 - 04.2003
Associate of Applied Science - Social Work
Westchester Community College
- Licensed Notary Public
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