Lori McRae
Ellisville
Summary
Dynamic customer service professional with extensive experience at Maximus Federal, adept at resolving conflicts and enhancing customer loyalty through active listening and critical thinking. Proven ability to handle escalated calls and provide tailored solutions, ensuring high satisfaction and retention rates. Skilled in data entry and maintaining detailed records for effective follow-up.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Maximus Federal
Hattiesburg, MS
07.2022 - 08.2025
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Participated in training programs to enhance product knowledge and customer service skills.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Server/ Trainer/ Hostess/Back of House Team Member
Olive Garden
Hattiesburg, MS
05.2010 - 01.2021
- Mentored new hires through the training process, ensuring they became productive team members quickly and efficiently.
- Trained new team members on restaurant procedures, menu items, and performance strategies.
- Addressed customer concerns promptly and professionally, resolving issues and preventing negative reviews or feedback.
- Demonstrated strong knowledge of food and beverage service standards and led by example to instill in new servers.
Education
Associate of Arts - Nursing
PRCC
Hattiesburg, MS05-2022
No Degree -
Jones Junior College
Hattiesburg, MS06-2010
Petal Hight School
Petal, MS05-2002
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Complaint handling
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Product knowledge
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Achieved [Result] by completing [Task] with accuracy and efficiency.
Timeline
Customer Service Representative
Maximus Federal
07.2022 - 08.2025
Server/ Trainer/ Hostess/Back of House Team Member
Olive Garden
05.2010 - 01.2021
Associate of Arts - Nursing
PRCC
No Degree -
Jones Junior College
Petal Hight School