Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Timeline
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Lorena Young

Long Beach,MS

Summary

Dynamic professional with a proven track record at Kelly Connect, excelling in customer service excellence and technical troubleshooting. Demonstrated adaptability and empathy, achieving high customer satisfaction. Skilled in leveraging product knowledge and analytical thinking to resolve complex issues, enhancing customer experience and operational efficiency.

Overview

5
5
years of professional experience

Work History

Apple Customer Support Specialist

Kelly Connect
Long Beach, MS
05.2023 - Current
  • Recorded all customer interactions into the database system accurately and completely.
  • Handled customer inquiries and issues by employing communication, troubleshooting, diagnostics, and research skills.
  • Referred major hardware or software problems or defective products to vendors or technicians for service.
  • Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Answered user inquiries to resolve computer software or hardware operation problems.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Maintained positive working relationship with fellow staff and management.
  • Maintained up-to-date knowledge of company products, services, policies, and procedures.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Maintained updated knowledge through continuing education and advanced training.

Online Personal Shopper

Walmart
Pass Christian, MS
08.2021 - 05.2023
  • Completed pickup and shopping orders for customers within local area.
  • Bagged groceries carefully to keep products in perfect condition, separated fragile products and kept frozen and perishable foods cold or fresh.
  • Suggested comparable products to replace out-of-stock items.
  • Provided excellent customer service by responding promptly to inquiries and complaints.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.

Bank Teller

Hancock Whitney Bank
Long Beach, MS
09.2019 - 01.2021
  • Processed customer deposits and withdrawals accurately, balancing cash drawer daily.
  • Followed strict compliance guidelines when completing financial transactions for customers.
  • Handled large sums of money with accuracy while maintaining appropriate levels of security.
  • Balanced daily cash deposits and vault inventory with zero error rate.
  • Delivered exceptional service to customers in person or over telephone.
  • Entered transactions into computer and issued customer receipts.
  • Adhered to strict guidelines regarding financial and customer data to avoid breaches and information misuse.
  • Directed specific questions to appropriate branch personnel.
  • Used a strong knowledge of banking products and services to confidently educate customers about features, benefits and pricing.

Education

High School Diploma -

Long Beach High School
Long Beach, MS
05-2007

Skills

  • Customer service excellence
  • Remote support tools
  • Technical troubleshooting
  • Problem-solving
  • Product knowledge
  • Empathy and patience
  • Analytical thinking
  • Adaptability and flexibility
  • Verbal and written communication
  • Multitasking and organization

Accomplishments

  • received 100 percent for my average survey rating from customer surveys for the month of December

Affiliations

  • Girl Scout co-leader for my local troop of Girl Scouts of Greater Mississippi

Timeline

Apple Customer Support Specialist

Kelly Connect
05.2023 - Current

Online Personal Shopper

Walmart
08.2021 - 05.2023

Bank Teller

Hancock Whitney Bank
09.2019 - 01.2021

High School Diploma -

Long Beach High School

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Lorena Young