Summary
Overview
Work History
Education
Skills
Timeline
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Lonnie Anderson

CSR
Kansas City,MO

Summary

Personable and dedicated Customer Service Representative with extensive experience in the customer service industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

15
15
years of professional experience
4
4
years of post-secondary education

Work History

Warehouse Assistant

Amazon
Kansas City, KS
10.2021 - Current
  • Prepared orders for shipment by systematically packing and labeling merchandise.
  • Created shipping labels to complete packing process to ship.
  • Reviewed orders to verify products met specifications.
  • Custom packed, weighed and shipped items per customer specifications.
  • Pre-assembled containers to be easily selected by packing associates.
  • Manually Scanning ,Packaging and weighing up to [50] pounds and maintained stamina while standing, sitting, bending and walking for extended periods of time.

Independent Contractor

Gig Worker
Kansas City, MO
07.2020 - 10.2021
  • Delivered outstanding service to customers, maintained optimal Customer service reviews for future business opportunities.
  • Collaborated closely with clients to quickly resolve difficult delivery situations
  • Multi Tasked computer tools, scanners and apps to perform optimal course of actions.
  • Consulted with customers to assess needs and propose optimal solutions.

Remote Customer Service Rep

Alliance Data
Overland Park, KS
05.2016 - 06.2020
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Set up and activated customer accounts.
  • Assessed customer needs and upsold products and services to maximize sales.
  • Documented conversations with customers to track requests, problems and solutions.
  • Trained new employees on procedures and policies to maximize team performance.
  • Answered customer questions and addressed concerns, resulting in 80% reduction in complaint calls.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Assessed customer account information to determine current issues and determine potential solutions.

Customer Service Representative

US Bank NA
Overland Park, KS
04.2015 - 05.2016
  • Answered 70+ inbound calls per day and directed to individuals or departments.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Upheld privacy and security requirements established by US BANK regulatory agencies.
  • Set up and activated customer accounts.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.

Senior Supervisor

NCO Financial Systems
Overland Park, KS
01.2010 - 12.2014
  • Conducted employee evaluations and reviews.
  • Coached and mentored 15 staff members through constructive feedback to develop long-term career goals.
  • Resolved customer complaints and adjusted policies to meet changing needs.
  • Interviewed applicants, recommended individuals for hiring and evaluated staff performance.
  • Provided ongoing training to address staff needs.
  • Instilled mastery of products and services as well as company culture to employees, implementing learning and team building exercises into staff meetings.

Quality/Trainer, English Language

NCO Financial Systems
Lenexa, KS
04.2006 - 01.2010
  • Created and managed training classes to educate new hires and existing employees about compliance concerns.
  • Assessed student progress with course material through routine quizzes, final examinations and standardized assessments.
  • Effectively trained associates in classroom setting utilizing various techniques to accommodate all adult learning styles
  • Actively participated in local and onsite job fairs
  • Managed driven team of Quality Analysts to exceed customer satisfaction and one call resolution targets

Education

No Degree - Computer And Information Sciences

Jonhson County Community College
Overland Park, KS
01.2013 - 04.2013

High School Diploma -

Pinole Valley High School
Pinole, CA
09.1980 -

Skills

Credit card payment processingundefined

Timeline

Warehouse Assistant

Amazon
10.2021 - Current

Independent Contractor

Gig Worker
07.2020 - 10.2021

Remote Customer Service Rep

Alliance Data
05.2016 - 06.2020

Customer Service Representative

US Bank NA
04.2015 - 05.2016

No Degree - Computer And Information Sciences

Jonhson County Community College
01.2013 - 04.2013

Senior Supervisor

NCO Financial Systems
01.2010 - 12.2014

Quality/Trainer, English Language

NCO Financial Systems
04.2006 - 01.2010

High School Diploma -

Pinole Valley High School
09.1980 -

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Lonnie AndersonCSR