Lorenzo James-Fox
Customer Service Representative
Chesapeake,VA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening with analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
6
6
years of professional experience
1
1
Language
Work History
CSR - Customer Service Representative (Contract)
Modivcare
Norton, VA
9 2023 - 4 2024
- Extensive experience in handling 60-80 calls per day in fast-paced environment.
- Promptly responded to inquiries and requests from prospective customers.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
CSR - Customer Service Representative
ICF
Virginia Beach, VA
07.2021 - 08.2023
- Assisted clients in enrolling for social services benefits remotely, guiding them through application process and verifying eligibility criteria.
- Reduced case processing time with diligent paperwork completion and timely submission of required documents.
- Assisted clients in identifying community resources and connecting with appropriate services.
- Worked effectively in fast-paced environments.
- Managed over 50 customer calls per day.
- Resolved problems, improved operations and provided exceptional service.
Member Service Representative
Sutherland Global
Chesapeake, VA
07.2017 - 07.2021
- Encouraged customers to become self-sufficient by instructing on strategies for using web-based tools.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated and engaged customers with new bank products and services.
- Helped over 60 customers every day with positive attitude and focus on customer satisfaction.
- Educated customers about billing, payment processing and support policies and procedures.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Responded to customer calls and emails to answer questions about products and services
Education
High School Diploma -
Orange High School
Orange, NJ 05.2001 -
No Degree -
Mercer County Community College
Trenton, NJ 05.2001 -
Skills
Order Processing
Critical Thinking
Call Metrics
Time management abilities
MS Office
CRM system proficiency
Following scripts
Office equipment proficiency
Up-selling capabilities
Active Listening
Order Processing
Professional Demeanor
Timeline
CSR - Customer Service Representative
ICF
07.2021 - 08.2023
Member Service Representative
Sutherland Global
07.2017 - 07.2021
High School Diploma -
Orange High School
05.2001 -
No Degree -
Mercer County Community College
05.2001 -
CSR - Customer Service Representative (Contract)
Modivcare
9 2023 - 4 2024