Lori-Anne Souza
East Providence
Summary
Dynamic and results-driven professional with 10+ years experience in customer service, financial processing
and call center. Maintaining confidentiality with customer transactions, account inquiries efficiently. Skilled in data entry and effective communication, ensuring individual satisfaction and operational excellence in fast-paced environments. Enhancing service delivery to diverse clientele. Fluent in Portuguese.
Overview
24
24
years of professional experience
Work History
Cashier/Food Service Worker
Dunkin
varies locations
10.2012 - Current
- Processed customer transactions accurately and efficiently in a high-volume coffee shop.
- Provided exceptional customer service to foster guest loyalty and satisfaction.
- Prepared food and beverages according to established company standards and recipes.
- Collaborated with team members to ensure seamless operations during peak hours.
- Utilized suggestive selling techniques to increase add-on sales.
Medical Call Center Representative
Change Healthcare
Pawtucket
10.2019 - 12.2020
- Resolved patient issues through effective coordination with healthcare providers.
- Accurately documented call details in customer relationship management system.
- Guided patients on service options and facilitated appointment scheduling.
- Ensured confidentiality of sensitive patient information during interactions.
- Managed incoming calls and scheduled appointments promptly for patients.
- Efficiently entered patient data into electronic health records.
Customer service/Call Center Representative
Cardi’s Furniture
Swansea
08.2002 - 10.2008
- Assisted sales associates with product inquiries and order status updates through inbound calls.
- Provided accurate information regarding products or services to enhance sales support.
- Utilized computer systems to track, gather information, and troubleshoot customer issues.
- Managed customer expectations by clarifying needs, identifying options, and recommending products.
Education
Banking And Finance
Skills For RI Training
Woonsocket, RI11-2025
Accounting
Nasson Institute
Pawtucket, RI01-1991
High School Diploma -
East Providence Senior High
East Providence, RI06-1990
Skills
- Time management
- High volume environment
- Effective communication
- Data entry
- Issue resolution
- Multitasking and organization
- Financial transaction processing
- Customer service/call center
- Privacy regulations knowledge
- Patient registration
- Fluent in Portuguese
- Manage multiple systems
Timeline
Medical Call Center Representative
Change Healthcare
10.2019 - 12.2020
Cashier/Food Service Worker
Dunkin
10.2012 - Current
Customer service/Call Center Representative
Cardi’s Furniture
08.2002 - 10.2008
Banking And Finance
Skills For RI Training
Accounting
Nasson Institute
High School Diploma -
East Providence Senior High