Lora Bersani
Summary
Results-oriented candidate known for outstanding communication, customer service and conflict resolution abilities. Focused individual brings diverse management skills and extensive background in wide range of call center functions. Grasps and articulates sensitive and complex situations with diplomacy and ease.I am willing to learn and also I learn fast. Reliable, with a great work ethic. Ability to type about 65 wpm and computer savvy.
Overview
7
7
years of professional experience
Work History
Customer Service Representative Lead
Spectrum
11.2021 - Current
- Speaking to customers, providing great customer service
- Order entry, tracking information
- Problemsolving any issues with their services
- Assist agents with processes
- First line De-escalating any customerissues after they ask to speak to a supervisor
- Multiple performance awards
- Most hours worked
- Highest call scores
- Participated in multiple “progress partner” assists, this is assisting new hires learn and becomecomfortable with the job
- Also received a silver award last quarter with second highest representative score card.
General Manager
Speedway LLC
01.2020 - 11.2021
- Customer service, cash handling, data entry, open and closing the store
- Scheduling, interviewing, hiringand terminating staff.
Human Resources Manager
Cameron Transportation
05.2016 - 11.2019
- Cash handling, interviews, data entry, client communications, payroll and business financial paymentsand records, answering multi line phones, arranging meetings for the owner, dmv paperwork, maintaininginsurance policies.
Education
High school diploma -
Niagara Falls High School
Niagara Falls, NYNo Degree - Psychology
Erie Community College
Buffalo, NYSkills
- Bookkeeping
- Payroll
- Administrative Experience
- Multi-line Phone Systems
- Conflict Management
- Performance Management
- Employee Orientation
- Event Planning
- Management
- Office Management
- Financial Report Writing
- Merchandising
- Order Entry
- Interviewing
- Kronos
- Microsoft Powerpoint
- Human Resources
- Recruiting
- Human Resources Management
- Pricing
- Employee Evaluation
- Workers' Compensation
- HIPAA
- Documentation review
- Tech Support
- Data Mapping
- Client Base Retention
- Customer Loyalty
- Maintaining Clean Work Areas
- Clerical Support
- Inventory Management
- Staff Management
- Staff Monitoring
- Customer Service and Assistance
- Customer Contact
- Employee Engagement
- Office Supplies and Inventory
- Customer Billing
- Reading Comprehension
- Timekeeping Administration
- Microsoft Office
- New Process Integration
- Data Entry
Timeline
Customer Service Representative Lead
Spectrum
11.2021 - Current
General Manager
Speedway LLC
01.2020 - 11.2021
Human Resources Manager
Cameron Transportation
05.2016 - 11.2019
High school diploma -
Niagara Falls High School
No Degree - Psychology
Erie Community College
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