Years of professional office experience
Hi, I’m
Lori McCloskey
Customer Experience Specialist
American Fork,Utah
Summary
Results-driven Customer Service Specialist with a proven track record of enhancing client satisfaction and resolving issues efficiently. Skilled in computer knowledge and adept at deescalation techniques. Recognized for leadership abilities and commitment to delivering exceptional service. Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
30
20
Years of management experience
5
Years of remote office experience
Work History
UPS, Utah
Remote Customer Service Representative
05.2020 - Current
Job overview
- Paramount Acceptance is a software development company that provides the gym industry with a client database and billing platform
- They also provide customer service and assistance for the organizations and their customers to streamline problems and handle billing concerns
- Paramount Acceptance is a software development company that provides the gym industry with a client database and billing platform
- They also provide customer service and assistance for the organizations and their customers to streamline problems and handle billing concerns
- Company Overview: The United Parcel Service is a worldwide leader in shipping and delivery
- Hired to handle customer service calls, explain problems in shipping, create resolutions, and deescalate uncomfortable situations
- Currently taking calls Monday-Friday, 8 hours a day
- This is a temporary assignment, ending at the end of August
- Enhanced customer satisfaction by reducing inquiry response time, leading to improved service delivery and client trust
- Resolved customer issues effectively, leading to a 20% increase in customer satisfaction ratings within 6 months by implementing a streamlined feedback process
Paramount Acceptance
Customer Service Specialist
01.2021 - Current
Job overview
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
J&R ContractingWaterville, Ohio
Receptionist and Administrative Assistant
12.2019 - Current
Job overview
- Integration Experience
- Inventory
- Leadership
- Marketing
- Politic Campaign Experience
- Public Relations
- Purchasing
- Recruiting
- Social Services
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Resolved customer problems and complaints.
- Handled cash transactions and maintained sales and payments records accurately.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Responded to inquiries from callers seeking information.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Answered central telephone system and directed calls accordingly.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Corresponded with clients through email, telephone, or postal mail.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Managed multiple tasks and met time-sensitive deadlines.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Maintained confidentiality of information regarding clients and company.
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
Johns ManvilleWaterville, Ohio
Machine Attendant
03.2019 - Current
Lucas County Job and Family ServicesToledo, Ohio
Social Caseworker
Job overview
- Secured additional funding for agency programs by writing grant proposals and presenting budget requests to stakeholders, ensuring continuity of services for clients in need.
- Reduced recidivism rates by implementing effective interventions tailored to individual client needs.
- Ensured compliance with state regulations through accurate record-keeping and timely documentation.
- Increased client satisfaction by maintaining open lines of communication and providing regular updates on case progress.
- Advocated for client rights and represented client interests at administrative hearings.
- Evaluated program effectiveness using data-driven methods and implemented improvements based on findings to enhance service delivery quality.
- Managed caseloads efficiently, prioritizing cases based on urgency and need.
Schindler ElevatorMaumee, Ohio
Customer Service Specialist
12.2018 - Current
Residential RenovationsToledo, Ohio
Telecommunications
Specialist/Marketing/Promotions
03.2018 - Current
Job overview
- Part of a specialized group described as the company's Dream Team
- The United Parcel Service is a worldwide leader in shipping and delivery
- Company Overview: This company specializes in Disaster Solutions for catastrophic disaster situations for homes and businesses
- They work with insurance companies to provide assistance repair and restoration
- Assisted my office team in the daily operations of the construction, renovations, and repair company
- This company specializes in Disaster Solutions for catastrophic disaster situations for homes and businesses
- They work with insurance companies to provide assistance repair and restoration
- Company Overview: John's Manville is a Leading Industrial Roofing and Building Materials Manufacturer
- Operation Machines creating building and roofing materials
- John's Manville is a Leading Industrial Roofing and Building
- Materials Manufacturer
- Company Overview: Schindler is one of the largest manufacturers and service providers for elevators and escalators all around the world
- Schindler is one of the largest manufacturers and service providers for elevators and escalators all around the world
- Company Overview: Small Family Owned and Operated Metal Roof and Construction Company
- Purchased all office supplies
- Assisted in uniform and laundry maintenance
- Handled payroll processing
- Scanned incoming and outgoing mail and office shipments
- Entered and prepared invoices for accounts payable
- Mailed payments
- Scheduled and entered new client information
- Scheduled estimates for disaster situations
Lucas County Children's WonderlandMaumee, Ohio
Customer Experience Manager
Job overview
- Maintained steady communication with insurance companies and mortgage representatives regarding coverage for damages and disaster assistance
- Small Family Owned and Operated Metal Roof and Construction
- Company
- Company Overview: TLC was established and originally founded and operated by Chris Jacquillard
- They provide the most reliable and reputable Paratransit Services in the State of Ohio
- TLC was established and originally founded and operated by Chris
- Jacquillard
- They provide the most reliable and reputable Paratransit Services in the State of Ohio
- Company Overview: Apple A Day was formerly a local Paratransit
- Company located in Toledo Ohio
- Planning Routes
- Maintaining Schedules
- Transporting Special Needs Clients
- Apple A Day was formerly a local Paratransit Company located in
- Toledo Ohio
- Company Overview: This is the Lucas Counties Department of
- Social Services providing public assistance for the county's residents
- Casework Including Eligibility Determination and Investigation
- Prevention Retention
- Transportation, care, and assistance of contracted service clients, including developmentally disabled and autistic individuals, adults and children with severe behavioral issues, and Alzheimer's clients
- This is the Lucas Counties Department of Social Services providing public assistance for the county's residents
- Company Overview: Lucas County operates this annual holiday displays and activity assemblies
- It transforms a large space into holiday magic available for several months in the winter
- Lucas County operates this annual holiday displays and activity assemblies, created a couple of unique local restaurants designed with authentic southern bbq recipes, live blues music, a full-service bar, catering, and also competed nationally in rib competition
- Flaming Pit was forced to close down when Tony became ill in
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Conducted regular performance reviews with team members, fostering professional growth and development.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Developed new employees and on-going performance assessment of current employees.
Flaming Pit BBQ
Operations Manager
01.2006
Job overview
- It transforms a large space into holiday magic available for several months in the winter
- Company Overview: Tony Schiavone a former Chef, created a couple of unique local restaurants designed with authentic southern bbq recipes, live blues music, a full-service bar, catering, and also competed nationally in rib competition
- Flaming Pit was forced to close down when Tony became ill in
TLC Transportation/Chris Jacquillard
Paratransit Driver
Job overview
- Maintained full understanding of local roads and traffic patterns.
- Performed basic repairs and maintenance actions to keep vehicle working at peak performance.
- Worked different route every day based on changing passenger locations and destinations.
- Maintained accurate records of trips, mileage, fuel consumption, and incident reports to support efficient scheduling and resource allocation.
Apple A Day TransportationToledo, Ohio
Paratransit Specialist
Job overview
- Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.
Education
Owens Community College
Associate's -Unfinished from Business Administration
March 1990
Mercy School Of Nursing
Medical Billing and Terminology
September 1993
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets. As well as to implement new filing systems for the operations teams.
- Resolved product issue through consumer testing.
- Supervised team of 25-100 staff members.
- Learned how to plan and manage a route without any training
- I have a flawless Utah Drivers License
Certification
Employee Training Forklift Operator Government Office Employment
- OSHA Certified
- ServSafe Food Handler's Certification
- CPR/AED Certification
- Microsoft Office Specialist (MOS) Certification
- First Aid Certification
- Forklift Certification
- Basic Life Support Certification (BLS)
- Home Health Aide (HHA) Certification
Skills
- Network troubleshooting
- Unified communications
- Customer support
- Fiber optics
- Network design
- Business analysis
- IT infrastructure
- Cloud services
- Sales support
- Wireless technologies
- Network security
- VoIP systems
- Transmission planning
- RF engineering
- Software development
- Switching systems
- Telecom billing
- Data networking
- Telecom protocols
- Mobile communications
- Internet of things
- Troubleshooting and repair
- Work order completion
- Installation and maintenance
- Safety awareness
- Installing equipment
- Equipment safety
- Safety practices
- Troubleshooting systems
- Documenting activities
- Educating customers
- Network configuration
- Wireless networking
- System repair
- Device installation
- Configuring equipment
- Test equipment operation
- Vehicle maintenance
- Software upgrades
- Electrical wiring
- Troubleshooting and resolution
- Equipment installation
- Hardware maintenance
- Writing reports
- Engineering plans
- Service documentation
- Regulatory compliance
- Signal testing
Work Preference
Work Type
Full TimeTimeline
Customer Service Specialist
Paramount Acceptance
01.2021 - Current
Remote Customer Service Representative
UPS
05.2020 - Current
Receptionist and Administrative Assistant
J&R Contracting
12.2019 - Current
Machine Attendant
Johns Manville
03.2019 - Current
Customer Service Specialist
Schindler Elevator
12.2018 - Current
Telecommunications Specialist/Marketing/Promotions
Residential Renovations
03.2018 - Current
Operations Manager
Flaming Pit BBQ
01.2006
Owens Community College
Associate's -Unfinished from Business Administration
Mercy School Of Nursing
Medical Billing and Terminology
Social Caseworker
Lucas County Job and Family Services
Customer Experience Manager
Lucas County Children's Wonderland
Paratransit Driver
TLC Transportation/Chris Jacquillard
Paratransit Specialist
Apple A Day Transportation
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