Lori Ann Hawkins
Houston,TX
Summary
Dynamic and success-driven finance professional with 25 plus years of wide-ranging experience in customer service, billing, data collection & validation, accounts payable & receivable, payroll, training, and team lead throughout various industries such as telecommunications, oil & gas, banking, public service, and retail industry. Accuracy and compliance held at a high standard consequently building lasting and trustworthy customer and client partnerships.
Overview
27
27
years of professional experience
Work History
Customer Service Representative
Harris County Toll Road Authority (Contract)
10.2024 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Identified and resolved discrepancies and errors in customer accounts.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Managed timely and effective replacement of damaged or missing products.
- Increased efficiency and team productivity by promoting operational best practices.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Investigated and resolved accounting, service and delivery concerns.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Improved resolution time with effective problem-solving for customer complaints.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Educated customers about billing, payment processing and support policies and procedures.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Cabin Cleaner
Unifi Services (Contract)
04.2024 - 10.2024
- Ensured timely aircraft turnarounds by efficiently cleaning cabins and restocking supplies.
- Reduced the risk of illnesses for passengers by thoroughly disinfecting high-touch surfaces.
- Prevented cross-contamination between international flights by using proper chemicals and equipment as per sanitation guidelines.
- Contributed to overall operational efficiency by adhering to strict deadlines and turnaround times.
- Proactively identified potential hazards or maintenance issues within the cabin, reporting them promptly for repair or replacement as needed.
- Achieved consistent customer satisfaction through diligent adherence to company cleanliness policies.
- Adapted quickly to changing priorities based on flight schedules or unforeseen circumstances affecting assigned tasks or aircraft availability.
- Enhanced passenger experience by maintaining clean and sanitized cabin environments.
- Communicated effectively with team members and supervisors to stay informed on performance expectations, procedural updates, and any other relevant information impacting the cabin cleaning role.
- Promoted a positive image of the airline by maintaining pristine cabin conditions and addressing any discrepancies immediately.
- Demonstrated strong time management skills to complete tasks promptly without compromising quality.
- Supported airline safety standards with meticulous attention to detail during cabin inspections.
- Streamlined workflow processes for quicker turnaround times while maintaining a high standard of cleanliness throughout each aircraft cabin.
- Assisted in meeting tight flight schedules by working effectively within a team of fellow cabin cleaners.
- Safeguarded passengers'' health with thorough cleaning of lavatories, galleys, seatback pockets, tray tables, overhead bins, and floors.
- Complied with all safety regulations while handling hazardous materials or working in challenging environments such as confined spaces and heights within aircraft cabins.
County Clerk II
Harris County Clerk’s Office
11.2021 - 02.2024
- Facilitated customer service operations through data research, records issuing and processing, and document filing
- Administer payment and account transactions and reports
- Complete data entry and scanning for various filed documents
- Assisted newly hired clerks in learning about application reviews and verification procedures, performance strategies and customer service techniques
- Skilled at working independently and collaboratively in a team environment
- Issued various permits and licenses, such as marriage, death, and birth licenses and collected appropriate fees
Lead Accounts Payable & Receivables
Schlumberger
10.2011 - 05.2020
- Held a variety of roles to ensure procurement, invoicing, billing, scheduling, and logistics verifying accuracy and compliance within aggressive company deadlines
- Processed and organized accounting data using SAP and other electronic systems, proactively reserving project materials and expediting the billing process, along with relaying updates and process changes to team members and leadership
- Researched and resolved document discrepancies and provided leadership to accounts receivables and billing staff on daily work functions and responsibilities
- Ensured that accounting data, activities, and records were reconciled in a timely manner
- Partnered with cross-functional teams to provide support and a collaborative work environment
- Improved customer satisfaction and loyalty by responding to inquiries with the highest level of industry knowledge and policy-driven conflict management
- Led a team of 8 professionals to exceed deliverables and client expectations
- Promoted from Logistics Coordinator
- Dispatched workers and crews to assigned locations
- Utilized computer systems to track shipments from origin to destination and generate reports accordingly
- Facilitated clear and concise communication between field personnel and management
- Organized daily deliveries and pick-ups according to geographic area and delivery employee availability
- Prioritized tasks and managed deadlines under strict time constraints
- Developed strong relationship with vendors and suppliers to ensure timely delivery of products
- Developed efficient processes for dispatching drivers to ensure timely deliveries
- Project managed the scheduling of multiple trucks for daily routes while ensuring all orders were delivered in a timely manner
- Monitored shipment progress throughout transit cycle utilizing online tracking systems
Service Representative
AT&T
11.1997 - 07.2010
- Project management for high volumes of customer inquiries, estimates, orders, and scheduling focusing on strategic decision-making and customer satisfactions
- Collaborated with Project Managers in the planning and scheduling phases for implementing telephone services for large organizations
- Excelled at meeting established deadlines and budgets while prioritizing details in a fast-paced environment
- Maintained valid, confidential, and accurate documentation for daily operations in compliance with internal protocols and FCC requirements
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Trained over 500 staff members on regulatory compliance
- Served as interim Resolution Manager, de-escalating complex situations and offered optimized solutions
Education
Bachelor of Fine Arts - Interior Design
Virginia College
Skills
- Account Reconciliation
- Team Leadership & Guidance
- Business Process Improvement
- Order Management
- Material Data Sheets
- Vendor & Client Relationships
- Logistics Documentation
- Resource Allocation
- Project Management
- Dispatch & Scheduling
- Procurement
- Training & Education
- Audits & Analysis of Customers Accounts
- Microsoft Office Suites (Outlook, Excel, PowerPoint)
- SAP
- Fuel Management Systems
- Zoom
- GoToMeeting
- People Soft
- Integrity
- Adaptability
- Detailed-oriented
- Analytical thinker
- Multi-task
- Customer service
- Problem-solving
- Active listening
- Adaptability and flexibility
- Data entry
- Computer proficiency
- Team collaboration
- Customer relations
- Problem resolution
- Time management
- Complaint handling
- Critical thinking
- Customer satisfaction measurement
- Relationship building
- Call center experience
- Microsoft Excel
- Complaint resolution
- Product education
- System implementation
- Proofreading
- Account management
- Research
- Prioritization
- Document control
- Credit adjustments
- Information security
- Building rapport
- Reading comprehension
- Office equipment proficiency
- Coordination
- Recordkeeping strengths
- CRM software proficiency
- Clerical support
- Service upselling
- De-escalation techniques
- Report preparation
- Product promotion
- Filing
- Paperwork processing
- Order fulfillment
- Customer education
- Conflict resolution
- Multi-line phone talent
- Microsoft Office Suite
- Documentation
- Follow-up skills
- Payment processing
- Product knowledge
- Customer relationship management (CRM)
- Task prioritization
- Microsoft outlook
- Client relations
- Decision-making
- Scheduling
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Cashier - Achieved highest Number of new credit accounts opened within one-month period.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Supervised team of 10 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Recognized for Superior Performance
with a Series of Promotions and Increased Responsibilities Throughout the Tenure.
• Recognized for superior performance through a series of promotions and increased responsibilities.
During the end of month due to attention to detail, errors were corrected before submission of accounts,.
Timeline
Customer Service Representative
Harris County Toll Road Authority (Contract)
10.2024 - Current
Cabin Cleaner
Unifi Services (Contract)
04.2024 - 10.2024
County Clerk II
Harris County Clerk’s Office
11.2021 - 02.2024
Lead Accounts Payable & Receivables
Schlumberger
10.2011 - 05.2020
Service Representative
AT&T
11.1997 - 07.2010
Bachelor of Fine Arts - Interior Design
Virginia College
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