Summary
Overview
Work History
Skills
Timeline
Generic

Lori Ignacio

Escondido,CA

Summary

Detailed customer service professional with strong focus on building lasting relationships and driving customer satisfaction. Skilled in problem-solving, communication, and conflict resolution. Dependable team player who adapts to changing needs and consistently delivers results. Proven ability to enhance customer experience and customer loyalty through effective collaboration and targeted strategies. Motivated to maintain customer satisfaction and contribute to company success.

Overview

18
18
years of professional experience

Work History

Senior Customer Loyalty Specialist

Phone.Com
08.2020 - 11.2024
  • Worked remote for call center answering customer phone calls promptly and professionally, addressing inquiries and resolving issues
  • Implement strategies for customer retention, maintaining high levels of satisfaction and loyalty
  • Process account cancellations, ensuring all necessary steps are followed including retention efforts
  • Handle billing inquiries and resolve discrepancies to ensure accurate account management
  • Manage account plan changes efficiently, updating customer information and preferences
  • Collections and following up on overdue accounts and negotiating payment plans

Office Manager

Tailored Living featuring PremierGarage
08.2018 - 03.2020
  • Provided clerical and administrative support to staff and management, efficiently handling a wide range of routine and special requirements
  • Performed general office duties, including answering multi-line phones, routing telephone calls or messages to appropriate staff, scheduling appointments and installations, and greeting visitors
  • Created new client contracts and reconciled account files, producing monthly reports to keep owners informed about office operations
  • Interacted professionally with customers by phone, email, or in-person to provide information and direct them to appropriate staff members
  • Processed payments, reconciled client accounts, and handled billings and invoices
  • Delivered high levels of customer service
  • Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
  • Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
  • Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.

School Health Assistant

State of Hawaii DOE
03.2009 - 08.2018
  • Evaluated students to identify and address wounds, illnesses, behavioral concerns, and medically-relevant symptoms
  • Conveyed important student health information to healthcare staff and parents to optimize care
  • Managed all student immunization records, alerting parents when new immunizations were due
  • Administered daily medications to students with serious health conditions
  • Coordinated referrals to outside healthcare providers as needed, facilitating timely access to necessary medical services for students.
  • Assisted in maintaining accurate medical records, contributing to efficient information management within the school health office.
  • Provided first aid and emergency care for students, ensuring prompt and appropriate response to incidents.
  • Assisted with the development and implementation of school-wide wellness initiatives, promoting a culture of health and well-being among students, staff, and families.

Customer Service Representative

State Farm Insurance
11.2006 - 03.2009
  • Responded to customer requests for products, services, and company information
  • Handled a constant flow of customer calls and office visits
  • Entered customer interaction details into the company’s database to track requests, document problems, and record solutions
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing needs and resolving concerns
  • Educated customers on promotions to enhance sales and processed payments and reconciled accounts
  • Started claims for customers for automobile and homes
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Responded to customer requests for products, services, and company information.

Skills

  • Exceptional customer service
  • Active listening
  • Effectively resolving issues
  • High levels of customer satisfaction
  • Strong communication
  • Problem-solving skills
  • Call Center experience
  • Exceptional phone etiquette
  • Sales Force
  • Business systems
  • CRM's

Timeline

Senior Customer Loyalty Specialist

Phone.Com
08.2020 - 11.2024

Office Manager

Tailored Living featuring PremierGarage
08.2018 - 03.2020

School Health Assistant

State of Hawaii DOE
03.2009 - 08.2018

Customer Service Representative

State Farm Insurance
11.2006 - 03.2009
Lori Ignacio