Summary
Skills
Work History
Education
Overview
Generic

Lorianne Ridley

Rochester,NY

Summary

Communicative professional motivated to maintain customer satisfaction and contribute to company success. Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.

Skills

  • MS Office Proficiency
  • Inbound and Outbound Calling
  • Customer Support
  • Calm and Professional Under Pressure
  • De-escalation Techniques
  • Multitasking and Prioritization
  • Technical Troubleshooting
  • Call Center Operations
  • Hardware Diagnostics
  • Attention to Detail
  • Help Desk Support
  • Tracking and Documentation
  • Maintenance & Repair
  • Good Work Ethic
  • Active Listening
  • Conflict Resolution
  • Recruiting Clients
  • Articulate and Persuasive
  • Property Research
  • Verbal and Written Communication

Work History

Licensed Real Estate Agent

eXp Realty, LLC
Rochester, NY
09.2023 - Current
  • Attended progress meetings and cold call sessions to hone lead generation skills.
  • Cold called clients to obtain exclusives.
  • Served as local real estate expert, advising customers on market dynamics and home prices.
  • Showed residential properties and explained features, value and benefits of available homes.

Regional Support Router

Charter Communications, Spectrum
Rochester, NY
04.2019 - Current
  • Delegated work to staff, setting priorities and goals.
  • Planned and organized routes within territory to maximize efficiency and time.
  • Routed technicians to calls for service.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Maintained positive attitude and diplomacy when dealing with customers and other team members.
  • Forged and cultivated strong relationships with customers within fast-paced and constantly moving environment.

Customer Service Agent

Charter Communications, Spectrum
Rochester, NY
04.2018 - 04.2019
  • Resolved service requests by individually troubleshooting and addressing user issues.
  • Handled customer service issues by providing guidance or escalating for advanced support.
  • Assisted customers with various types of technical issues via telephone.
  • Walked customers through common phone hardware and software configurations to maximize service functionality.
  • Demonstrated advanced product knowledge to solve customer issues.
  • Developed and maintained strong relations with customers to meet quality expectations.

Dispatcher

ADT Security
Rochester, NY
02.2017 - 04.2018
  • Worked directly with field leadership to assign and ensure the completion of both service and installation appointments.

Technical Support Representative

ADT Security
Rochester, NY
11.2008 - 02.2017
  • Handled emergency phone calls calmly and obtained pertinent information with composed approach.
  • Dispatched calls to relevant police, fire or medical response personnel depending on individual call situations.
  • Responded to emergency calls routed by automatic distribution system.
  • Demonstrated leadership by making improvements to work processes and helping to train others.
  • Identified needs of customers promptly and efficiently.
  • Tested equipment, connections and signals to verify security system functionality.
  • Used knowledge to assist customer with troubleshooting system issues.
  • Assisted customers with the setup and usage of remote monitoring devices such as DVR's NVR's and IP cameras.

Personal Care Assistant

Venture Forthe
Rochester , NY
01.2006 - 11.2008
  • Maintained daily living standards by assisting clients with personal hygiene needs.
  • Made beds, swept floors and sanitized surfaces to support activities of daily living.
  • Provided ongoing compassionate patient care for each client.

Group Home Manager

Cerebral Palsy of WNY
Buffalo, NY
05.2002 - 01.2006
  • Supervised staff training and development by acting as role model and instructing staff on how to appropriately interact with residents.
  • Communicated with families or advocates to discuss resident needs and progress.
  • Created work schedule in advance, promoting adequate coverage for shifts.
  • Resolved concerns regarding staff, residents and care to maintain standards throughout group home.
  • Monitored and provided residents with assistance for bathing, dressing and other basic hygiene needs.
  • Scheduled residents' appointment and provided transportation to physician and therapy visits.
  • Supervised group home for 12 residents with behavioral and developmental disabilities issues by motivating direction of 10-member team.

Education

Human Services

Niagara County Community College
Sanborn, NY
06.2005

Overview

21
21
years of professional experience

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Lorianne Ridley