Lori Clark
Palm Bay,FL
Summary
Proven leader in customer service, adept at complaint resolution and team management, with a track record of enhancing customer satisfaction and reducing staff turnover. Skilled in Microsoft Excel. I excel in fostering client relations and implementing efficient problem-solving strategies. Achieved significant improvements in team performance through effective training and leadership. Customer service professional with proven track record in team leadership and performance management. Known for strong focus on collaboration and achieving results, adapting to changing needs with ease. Expertise in conflict resolution and team training, ensuring high levels of customer satisfaction and team efficiency.
Overview
23
23
years of professional experience
1
1
Certification
Work History
FEMA Customer Care Specialist
FEMA With Midtown Group
1130 Connecticut Ave NW #450 Washington, DC 20223
07.2024 - Current
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service Team Lead
Source point
06.2017 - 03.2022
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction
- Trained and supervised team of customer service representatives in providing quality service to customers
- Enhanced customer satisfaction by promptly resolving issues and addressing concerns
- Ensured consistent application of company policies, procedures, templates, tools throughout each stage of the project lifecycle
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem
- Achieved high levels of customer satisfaction with timely problem resolution and effective communication
- Coordinated cross-functional teams to deliver exceptional customer service in a fast-paced environment
- Developed efficient schedules, optimizing team resources to meet fluctuating demand
- Reduced staff turnover by implementing targeted training programs and fostering a positive work environment
- Led by example through consistently maintaining excellent performance standards
- Collaborated with management to develop strategies aimed at improving overall team performance
Customer Service Representative
Radial
02.2011 - 02.2017
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike
- Responded to customer requests for products, services, and company information
- Developed strong product knowledge to provide informed recommendations based on individual customer needs
Caregiver
Bridges Foundation
Rockledge, FL
09.2002 - 12.2010
- Assisted clients with activities of daily living, promoting independence and quality of life
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders
- Performed light housekeeping duties to maintain cleanliness standards while respecting the patient’s personal space
- Built strong relationships with clients to deliver emotional support and companionship
- Contributed to a positive atmosphere for patients by using effective communication and active listening skills
- Prioritized patient dignity, privacy, and autonomy during all aspects of care provision
Education
High School Diploma -
New Fellowship Christian High School
Titusville, FL05-1993
Skills
- Team Management
- Complaint resolution
- Call center experience
- Problem-solving abilities
- Critical Thinking
- Data Entry
- Computer Proficiency
- Problem Resolution
- Microsoft Excel
- Client Relations
- Payment Processing
- Fluent Bilingualism
Certification
1. Cyber Awareness Challenge 2025
2. OPSEC Awareness for Military
Members, DOD Employees, and
Contractors
3. Insider Threat Awareness
4. Unauthorized Disclosure of
Classified Information and CUI
Timeline
FEMA Customer Care Specialist
FEMA With Midtown Group
07.2024 - Current
Customer Service Team Lead
Source point
06.2017 - 03.2022
Customer Service Representative
Radial
02.2011 - 02.2017
Caregiver
Bridges Foundation
09.2002 - 12.2010
High School Diploma -
New Fellowship Christian High School