Lori Fernandez
Springfield,IL
Summary
Dynamic customer service professional with extensive experience at AT&T Wireless, excelling in problem resolution and relationship building . Proven ability to enhance customer satisfaction through effective communication and critical thinking. Skilled in data entry and complaint handling, consistently achieving favorable outcomes and fostering loyalty in a fast-paced environment.
Overview
48
48
years of professional experience
Work History
CSR 3
AT&T Wireless
10.2002 - Current
- Assisted customers with inquiries, ensuring timely resolution of issues and maintaining satisfaction.
- Managed customer accounts, updating information and processing requests efficiently.
- Collaborated with team members to streamline communication processes, enhancing service delivery.
- Educated customers on product features and services, fostering informed decision-making.
- Handled billing disputes, demonstrating problem-solving skills to achieve favorable outcomes for clients.
- Documented customer interactions accurately in CRM systems to maintain comprehensive records.
- Participated in training sessions, gaining knowledge of new products and improving service techniques.
- 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.
Il State Police
Express Personnel
Springfield, IL
05.1999 - 08.2002
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend, and holiday shifts.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Developed and maintained courteous and effective working relationships.
- Identified issues, analyzed information, and provided solutions to problems.
- Resolved problems, improved operations, and provided exceptional service.
- Completed paperwork, recognizing discrepancies, and promptly addressing for resolution.
- Provided professional services and support in a dynamic work environment.
Manager
Mr M Food Store
Dallas, TX
03.1978 - 09.1984
- Oversaw daily operations, ensuring efficient workflow and adherence to company policies.
- Managed inventory levels, optimizing stock management to reduce waste and improve availability.
- Implemented training programs for staff, enhancing team skills and operational efficiency.
- Developed strategic plans to boost customer satisfaction and increase store performance.
- Analyzed sales data to identify trends, informing purchasing decisions and promotional strategies.
- Fostered a positive work environment through effective communication and conflict resolution.
- Led initiatives focused on improving store layout and product placement for enhanced customer experience.
- Managed and motivated employees to be productive and engaged in work.
Education
Associates in Business Management
East Field College
Dallas, TXHigh School Diploma - Required
Mesquite High School
Mesquite, TX06.1979
Skills
Customer service
Active listening
Critical thinking
Data entry
Customer relations
Problem resolution
Relationship building
Call center experience
Conflict resolution
Complaint handling
Microsoft Excel
Complaint resolution
Payment processing
Client relations
Customer satisfaction measurement
Professional telephone demeanor
Call center operations
Microsoft outlook
Scheduling
Follow-up skills
Call management
Product knowledge
Paperwork processing
Appointment scheduling
Order processing
Team development
Documentation
Administrative support
Work Preference
Work Type
InternshipGig WorkLocation Preference
HybridTimeline
CSR 3
AT&T Wireless
10.2002 - Current
Il State Police
Express Personnel
05.1999 - 08.2002
Manager
Mr M Food Store
03.1978 - 09.1984
Associates in Business Management
East Field College
High School Diploma - Required
Mesquite High School