Lori Beaulieu
Watkinsville,GA
Summary
Multifaceted Lead Customer Service Representative with proven customer service expertise, strong attention to detail and superior work ethic. Proficient in supporting customer service teams by addressing escalated issues and assisting with troubleshooting. Talented trainer and mentor with performance-oriented mindset.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Lead Customer Service Representative
Internal Revenue Service
06.2018 - 08.2023
- Trained, oversaw, and mentored hundreds of new team members to strengthen performance and job expertise.
- Responded to customer calls (more than 50 per day) to answer questions about services.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Engaged clients over phone to answer questions and address complaints.
- Planned schedules and workflows based on expected customer demands.
- Reviewed associate performance to identify training needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Trained hundreds of existing personnel regarding company operations, policies and services.
- Cross-trained and provided backup support for organizational leadership.
- Delivered prompt service to prioritize customer needs.
- Trained staff on operating procedures and company services.
- Exceeded customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Responded proactively and positively to rapid change.
- Sought ways to improve processes and services provided.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Cross-trained and backed up other customer service managers.
- Increased efficiency and team productivity by promoting operational best practices.
- Implemented and developed customer service training processes.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
Customer Service Representative
Internal Revenue Service
10.2011 - 06.2018
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls (more than 30 per day) with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Provided primary customer support to internal and external customers.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
- Developed and updated databases to handle customer data.
- Cross-trained and provided backup support for organizational leadership.
- Trained staff on operating procedures and company services.
- Cross-trained and backed up other customer service managers.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
Lead Data Transcriber
Internal Revenue Service
10.2000 - 03.2009
- Verified accuracy of data before transcribing.
- Compiled and verified accuracy and sorting information to prepare source data for computer entry.
- Located and corrected data entry errors and reported to management.
- Completed data entry tasks with accuracy and efficiency.
- Organized, sorted, and checked input data against original documents.
- Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
- Entered data into various computer systems accurately using Microsoft Office Suite.
- Sorted documents and maintained organized filing process.
- Verified accuracy of data entered into system to produce error-free reports.
- Followed established procedures to enter and process data correctly.
- Created and maintained data entry logs to track data entry activities.
- Entered numerical data into databases with speed and accuracy using 10-key pad.
- Resolved discrepancies in data entry activities for accurate, complete jobs.
- Collated and organized data entry documents into filing systems for easy access.
- Secured and protected data from unauthorized access by complying with security protocols.
- Developed data entry policies and procedures in compliance with company standards.
- Checked completed work for proper spelling, grammar, punctuation and format.
- Typed letters, memos and other correspondence for staff, using various software programs.
- Entered data into databases in alphabetic and numerical order.
- Prepared data by compiling and sorting information.
- Verified data entered into database by reviewing, correcting and deleting data.
- Used specialized techniques and shortcuts to improve typing speed and meet deadlines.
- Secured information by completing database backups.
Skills
- Attention to Detail
- MS Office Applications
- Problem-Solving
- Team Member Training
- Customer Service
- Call Management
- Account Management
- Service Recommendations
- Customer Complaint Resolution
- Customer Account Management
- Multitasking and Organization
- Database Maintenance
- Work Prioritization
- Escalation Management
Certification
- Certified Instructor, Internal Revenue Service, 10/2000 to Present
Timeline
Lead Customer Service Representative
Internal Revenue Service
06.2018 - 08.2023
Customer Service Representative
Internal Revenue Service
10.2011 - 06.2018
Lead Data Transcriber
Internal Revenue Service
10.2000 - 03.2009
- Certified Instructor, Internal Revenue Service, 10/2000 to Present
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