Lonetta Lloyd

• Handled customer inquiries and suggestions courteously and professionally.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• 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.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Answered constant flow of customer calls with minimal wait times.
• Responded to customer requests for products, services, and company information.
• Updated account information to maintain customer records.
• Tracked customer service cases and updated service software with customer information.
• Developed customer service policies and procedures to meet and exceed industry service standards.
• Provided primary customer support to internal and external customers.
• Processed customer service orders promptly to increase customer satisfaction.
• Enhanced productivity levels by anticipating needs and delivering outstanding support.
• Investigated and resolved customer inquiries and complaints quickly.
• Educated customers about billing, payment processing and support policies and procedures.
• Increased efficiency and performance by monitoring team member productivity and providing feedback.

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Responded to customer calls and emails to answer questions about products and services.
• Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Addressed customer account discrepancies and concerns.
• Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.

Overnight Experiences

• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Managed timely and effective replacement of damaged or missing products.

• Answered customer calls, listened to their concerns and solved their problems
• Responded to questions relating to customer service inquiries with a focus on call resolution
• Resolved billing inquiries, performed account adjustments, and negotiated payment arrangements and deposit amounts
• Used customer service and sales skills to help customers discover products they need and helped them complete the sale.

• Processed outgoing payments in compliance with financial policies and procedures
• Performed day to day financial transactions, including verifying, classifying, and recording accounts payable data
• Reconciled accounts payable ledger to ensure all bills and payments are accounted for and properly posted
• Verified and investigated discrepancies by reconciling vendor accounts and monthly vendor statements.

• Oversee financial affairs and investments
• Prepare management and financial documents for clients
• Demonstrate ability to lead a team of sales agents to meet or exceed goals consistently
• Business Acumen - ability to develop a business plan for growing, maximizing and sustaining a sales team, understanding the company's profit levers and assertively managing expenses.

• Maintained professional relationships with customers, carriers and other employees
• Worked closely with multiple departments as a team to avoid conflicts and met all customers' needs/multiple demands
• Provided 100% customer satisfaction
• Followed through on customer related issues to ensure complete customer satisfaction.