Lorie Walker
Herriman,UT
Summary
Dynamic, performance-focused, and hardworking professional with comprehensive experience in customer service.
Overview
6
6
years of professional experience
Work History
Impound Specialist
Prestige Financial Services
05.2024 - Current
- Contact impound lots. car dealerships, and police departments to verify vehicles have been impounded.
- Obtain the condition of the vehicle, photos, total fees due, invoice of repairs, and reason for impound for possible pick up.
- Negotiate fees with impound lots, car dealerships, and repair shops for possible pick up.
- Weekly follow ups on police investigative holds, and seized vehicles that require additional information for possible pick up when ready to recover.
- Seized vehicle information to be sent for review before any court date appearances for possible pick up when ready to recover.
Quality Assurance Analyst
Conduent
05.2022 - 05.2024
- Schedule, modify, and cancel reservations for CA State Parks and Beaches, Hearst Castle group sales and school tours, and Historical Museum school tours.
- Create and update customer's online accounts.
- Provide first call resolution customer service experience.
- Verify customer service agents followed correct company procedures and protocols by giving correct information to callers, along with maintaining compliance.
- Train new hires quality guidelines, expectations and standards.
- Communicate regularly with management to discuss quality trends.
- Use quality monitoring system to compile and track individual and team performance.
- Coach agents when they fall below 80%.
Virtual Receptionist
Davinci
07.2021 - 05.2022
- Answered inbound telephone calls promptly and courteously, listened attentively to caller, responded to questions and accurately documented and forwarded messages.
- Built rapport with callers, expressed empathy and patience with angry callers and calmly provided a resolution.
- Represented many businesses professionally during closed or busiest hours, and reassured callers of responsiveness.
Scheduling Agent
Aspen Dental
09.2020 - 07.2021
- Assisted in scheduling, rescheduling, and canceling online dental appointments for new and existing patients. Implemented COVID-19 safety protocols, summarized information pertaining to patients' appointments, and all customer service related tasks.
Reservationist
Marriott International, Inc.
04.2019 - 09.2020
- Booked, modified, and canceled reservations online for more than 30 hotel brands worldwide for business and pleasure.
- Verified guest information and payment options ensuring accuracy and completeness.
- Relayed information on availability, pricing and discounts to customers.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
Education
High School Diploma -
Penn Foster
Scranton, PA06.2013
Skills
Versatile team player and leader with exceptional problem-solving, listening, organizational, and communication skills; coupled with the ability to maintain composure in dealing with fast-paced and escalated situations
Timeline
Impound Specialist
Prestige Financial Services
05.2024 - Current
Quality Assurance Analyst
Conduent
05.2022 - 05.2024
Virtual Receptionist
Davinci
07.2021 - 05.2022
Scheduling Agent
Aspen Dental
09.2020 - 07.2021
Reservationist
Marriott International, Inc.
04.2019 - 09.2020
High School Diploma -
Penn Foster
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