Summary
Overview
Work History
Education
Skills
Timeline
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Lori Jeffery

Orlando,FL

Summary

Hard working team player bringing supreme skills in oral and written communication, active listening and analytical problem-solving skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. Organized and dependable candidate successful at managing multiple priorities with a positive attitude and willingness to take on added responsibilities to meet team goals.

Overview

28
28
years of professional experience

Work History

Finance Receivables Representative

AT&T Mobility
09.2010 - Current
  • Actively listen to customers and handle concerns quickly.
  • Deliver exceptional customer service on collection calls and maintain calm and professional demeanor.
  • Process payments and update accounts to reflect new balance.
  • Analyze customer financial records to determine appropriate payment plan.
  • Deliver exceptional customer service to every customer by leveraging extensive knowledge of billed services.
  • Mentor and train new team members on scripts, company services, and collection strategies.
  • Maintain up-to-date knowledge of product and service changes.
  • Research billing errors and discrepancies to initiate corrective action.
  • Negotiate re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
  • Respond to customer inquiries and provide detailed account information.
  • Establish relationships with customers to encourage payment of delinquent accounts.
  • Enter client details and notes into system for interdepartmental access and review.

Customer Service Representative

Accent Marketing
10.2008 - 07.2009
  • Provided customer service for general billing and high bill inquiries; performed basic troubleshooting on mobile devices.
  • Offered advice and assistance to customers, paying attention to special needs or wants; Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered constant flow of customer calls with minimal wait times handling customer inquiries and suggestions courteously and professionally.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Educated customers about billing, payment processing, support policies and procedures.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Managed over 50 calls per day.

Office Manager/Receptionist

Magnolia Realty, Inc
06.1999 - 01.2001
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Compiled information from files and research to satisfy information requests.
  • Answered central telephone system and directed calls accordingly.
  • Organized, maintained and updated information in computer databases.
  • Handled assignments independently with good judgement and critical thinking skills.
  • Collected rental payments, processed transactions and updated relevant records.
  • Corresponded with clients through email, telephone, or postal mail.
  • Handled cash transactions and maintained sales and payments records accurately.
  • Managed multiple tasks and met time-sensitive deadlines.
  • Maintained confidentiality of information regarding clients and company.
  • Located new and existing homes on multiple software programs to promote sale opportunity.
  • Organized events for annual MS Home Ownership Fair for realtors and brokers.

Office Assistant Intern

MS Natural Science Museum Jackson
04.1997 - 02.1999
  • Located threatened and endangered species on MS area maps for nationwide companies wanting to build in Mississippi.
  • Developed correspondence letters, memos, and emails.
  • Sorted and organized files, spreadsheets, and reports.
  • Interacted with customers by phone, email, or in-person to provide information.
  • Completed research, compiled data, updated spreadsheets, and produced timely reports.
  • Facilitated successful completion of projects from concept to launch.

Customer Service Representative/Ticket Sales Agent

ValuJet Airlines
11.1995 - 05.1996
  • Provided exceptional customer service to travelers during check-in, boarding, and unloading of passengers.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Participated in team meetings and training sessions to stay informed about airline updates and changes.
  • Provided customer support to internal and external customers.
  • Submitted and updated claims for damaged and missing baggage
  • Collaborated with staff members to enhance customer service experience and exceed team goals.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Education

Associate of Applied Science - Computer Technology/Business Management

Holmes Community College
Jackson, MS
1993

Diploma -

Madison Ridgeland High School
Madison, MS
1990

Skills

  • Account Management
  • Invoice and Manifest Review
  • Customer Service and Administrative Support
  • Problem-Solving Ability
  • Time Management
  • Active Listening, Reading, Written, and Verbal Communication
  • Billing Comprehension and Research
  • Understanding Customer Needs
  • Microsoft Office, Microsoft Excel, Microsoft Word, Adobe, CRM software Proficiency
  • Multi-Line Telephone Operation and use of standard Office Equipment
  • Meter Reading
  • Finance and accounting

Timeline

Finance Receivables Representative

AT&T Mobility
09.2010 - Current

Customer Service Representative

Accent Marketing
10.2008 - 07.2009

Office Manager/Receptionist

Magnolia Realty, Inc
06.1999 - 01.2001

Office Assistant Intern

MS Natural Science Museum Jackson
04.1997 - 02.1999

Customer Service Representative/Ticket Sales Agent

ValuJet Airlines
11.1995 - 05.1996

Associate of Applied Science - Computer Technology/Business Management

Holmes Community College

Diploma -

Madison Ridgeland High School

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Lori Jeffery