Lori McCloskey
Customer Service Specialist
American Fork,Utah
Overview
26
26
years of professional experience
Work History
Remote Customer Service Representative
Paramount Acceptance
American Fork, Utah
01.2020 - Current
- Resolve shipping issues, cut complaints by 40%, enhance customer satisfaction
- Implement tracking protocols, boost service quality, improve issue resolution
- Coordinate with teams, optimize service protocols, reduce response times
- Partnered with cross-functional teams to optimize customer service workflows, establishing streamlined communication channels
- Created comprehensive digital knowledge bases for remote support teams, ensuring consistent service delivery standards
- Maintained meticulous service documentation while managing high-volume customer interactions in virtual environment
- Spearheaded virtual customer support initiatives, reducing complaint resolution time while maintaining 40% decrease in shipping-related issues
- Developed automated support workflows and digital knowledge management systems, enhancing remote team efficiency and service consistency
- Analyzed service patterns to implement data-driven improvements in virtual customer support protocols, leading to measurable satisfaction gains
Receptionist/Office Assistant
J&R Contracting
08.2019 - 03.2020
Machine Attendant
Johns Manville
03.2019 - 05.2019
- Cleaned, maintained, weighed, inspected, packaged, and shipped fiberglass rolls
- Certified in forklift operations, first aid, CPR, and confined space operations
Customer Service Specialist/Telecommunications
Schindler Elevator
08.2018 - 02.2019
- Assisted team with office tasks, ensuring smooth operations and efficient workflow
- Managed payroll and invoicing, enhancing accuracy and reducing processing time
- Coordinated with insurance and mortgage firms, ensuring precise documentation
- Scheduled client meetings, improving onboarding and client satisfaction
- Procured supplies, maintained uniforms, supporting team readiness and morale
- Optimized administrative workflow through efficient supply management, uniform maintenance, and systematic handling of office shipments
- Strengthened team productivity by providing comprehensive administrative support, managing correspondence, and maintaining organized filing systems
- Enhanced accounts payable processes through precise invoice preparation and systematic documentation, ensuring timely payments and vendor relations
- Facilitated seamless client communication by managing information flow between mortgage companies, insurance providers, and internal teams
- Streamlined document processing between mortgage firms and insurance providers, while maintaining meticulous records and ensuring data accuracy
- Implemented systematic supply chain management protocols, reducing office material waste and optimizing inventory tracking procedures
- Managed emergency calls, ensuring swift response and coordination with technicians and departments
- Enhanced service efficiency through meticulous documentation and scheduling of service calls
- Facilitated communication between customers and mechanics, improving service satisfaction
- Optimized dispatch operations by effectively managing the emergency system for elevator services
- Streamlined communication protocols between field technicians and dispatch centre, optimising response times for urgent elevator maintenance requests
- Provided critical support during elevator emergencies, ensuring clear communication between trapped passengers and rescue teams while maintaining caller composure
- Analysed service call patterns to enhance scheduling efficiency, reducing response delays and improving customer satisfaction in emergency situations
- Facilitated seamless information flow between multiple departments, ensuring rapid response to elevator emergencies and maintenance requirements
- Developed comprehensive dispatch protocols for elevator emergencies, integrating multi-department coordination and technical resource allocation
- Led cross-functional emergency response initiatives, implementing streamlined communication systems between field teams and control centre
Public Relations/Marketing, Telecommunications, Management Trainee
Residential Renovations
05.2018 - 08.2018
- Organized promotional events, generating new leads and enhancing customer engagement
- Delivered exceptional customer service and telemarketing, improving client satisfaction
- Scheduled appointments from leads, optimizing sales opportunities and conversion rates
- Orchestrated multi-channel lead generation campaigns and customer promotions, driving appointment conversions through strategic event marketing and targeted outreach
- Streamlined customer communication processes by implementing structured follow-up protocols and maintaining detailed prospect databases
- Fostered strong client relationships through personalized consultations and needs assessment, converting leads into scheduled appointments
- Developed creative marketing strategies for residential renovation services, enhancing brand visibility through targeted event promotions
- Analysed customer feedback and market trends to optimize lead generation tactics, resulting in improved appointment conversion rates
- Spearheaded creative outreach initiatives through event marketing, establishing new client connections and driving business growth in residential renovations
Paratransit Driver
TLC Transportation
08.2010 - 05.2018
- Transported and assisted contracted service clients
- Maintained a clean driving record and DOT certification
- Completed FBI/BCI background checks and various trainings
Driver, Customer Service, Office Assistant, Paratransit Professional, Dispatch Assistant
Apple-A Day Transportation
01.2010 - 01.2011
Caseworker
Lucas County Job and Family Services
01.2002 - 01.2010
- Assessed client eligibility, ensuring timely service access and improved satisfaction
- Handled customer service and notary tasks, enhancing client satisfaction and community support
- Allocated TANF funds, aiding family independence and improving financial stability
- Conducted interviews and training, boosting client outcomes and skill development
- Managed emergency services, ensuring accurate documentation and swift assistance
- Developed and implemented systematic approaches to case management, improving service delivery efficiency and client support outcomes
- Led emergency response initiatives while maintaining high-quality customer service standards and accurate benefit distribution protocols
- Coordinated with cross-functional teams to optimize resource allocation and enhance support services for independent families in the community
- Streamlined case management processes through systematic documentation and resource optimization, resulting in enhanced service delivery for community families
- Facilitated comprehensive client assessments and benefit distributions while maintaining strict compliance with TANF regulations and eligibility criteria
- Orchestrated emergency response protocols while managing multiple caseloads, ensuring timely assistance and maintaining detailed documentation standards
Management
Lucas County Children's Wonderland
01.2002
- Supervised, placed, trained, and directed 25 employees
Waitress, Wait Staff Manager
Flaming Pit BBQ and Blues
01.2000 - 01.2002
- Learned business operations and managed staff
- Assisted in opening a new restaurant
- Managed daily operations, payroll, and banking
Rental Agent
Dan Rs Automotive and USave Auto Rental
01.1999 - 01.2001
- Managed customer service and application processing
- Handled money and maintained rental fleet
- Assisted customers in daily operations
Timeline
Remote Customer Service Representative
Paramount Acceptance
01.2020 - Current
Receptionist/Office Assistant
J&R Contracting
08.2019 - 03.2020
Machine Attendant
Johns Manville
03.2019 - 05.2019
Customer Service Specialist/Telecommunications
Schindler Elevator
08.2018 - 02.2019
Public Relations/Marketing, Telecommunications, Management Trainee
Residential Renovations
05.2018 - 08.2018
Paratransit Driver
TLC Transportation
08.2010 - 05.2018
Driver, Customer Service, Office Assistant, Paratransit Professional, Dispatch Assistant
Apple-A Day Transportation
01.2010 - 01.2011
Caseworker
Lucas County Job and Family Services
01.2002 - 01.2010
Management
Lucas County Children's Wonderland
01.2002
Waitress, Wait Staff Manager
Flaming Pit BBQ and Blues
01.2000 - 01.2002
Rental Agent
Dan Rs Automotive and USave Auto Rental
01.1999 - 01.2001
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