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Lorin Thomas
Inverness,FL
Summary
Customer service professional with solid history of enhancing customer experiences through effective communication and problem resolution. Known for collaborating with team members to achieve goals and adapting to shifting demands. Expertise includes call handling and conflict resolution skills, valued by employers.
Overview
7
7
years of professional experience
Work History
Call Center Agent
Advanced Urology Institute
Oxford, FL
11.2022 - 05.2023
- Managed 120+ patient calls daily, facilitating appointment scheduling, cancellations, and rescheduling.
- Exceeded daily call center metrics, consistently maintaining a high level of productivity and customer satisfaction.
- Coordinated with clinical staff to ensure timely relay of urgent messages and address patient care needs.
- Tracked and organized detailed records of customer interactions to support effective issue resolution.
Call Center Agent
Lakeview Healthcare System
Leesburg, FL
08.2022 - 11.2022
- Managed high-volume inbound calls, addressing patient inquiries and concerns effectively.
- Maintained accurate patient records in electronic health systems, ensuring data integrity and confidentiality.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
- Developed expert knowledge of company products and services to provide accurate information to customers.
Office Clerk
Optimum RV
Bushnell, FL
10.2021 - 07.2022
- Maintained organized office records and ensured supplies were well-stocked for optimal team performance.
- Responded to inquiries from callers seeking information.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Collected and entered payment data into the system, maintaining complete confidentiality and accuracy.
- Answered multi-line telephone system and routed calls to appropriate personnel.
- Processed incoming and outgoing mail, ensuring timely delivery and accuracy of correspondence.
- Maintained organized filing system for documents, improving retrieval efficiency by 30%.
Cashier/Manager
Cooinda Cafe
Lake Panasoffkee, FL
08.2018 - 12.2021
- Supervised daily cash operations ensuring accuracy and compliance with financial procedures.
- Trained and mentored staff on register operations and customer service excellence.
- Managed daily cash deposits, ensuring accuracy and timely submission to the bank.
- Quickly and accurately counted drawers at start and end of each shift.
- Built positive relationships with customers to increase repeat business.
- Resolved escalated customer complaints in a professional manner, maintaining positive brand reputation.
Server
Beef 'O' Brady's
Bushnell, FL
01.2016 - 08.2018
- Demonstrated strong communication skills by effectively conveying menu information, specials, and promotions to guests.
- Managed multiple tables efficiently, ensuring timely order delivery and service quality.
- Resolved customer complaints and concerns with empathy and professionalism, resulting in positive resolutions.
- Contributed to a positive team environment by assisting colleagues and supporting overall restaurant operations.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Consistently met or exceeded performance goals related to sales targets, customer satisfaction ratings, and order accuracy.
Education
High School Diploma -
South Sumter High School
05-2017
Skills
- Proficient in managing multiple tasks
- Strong verbal and written skills
- Maintains composure under pressure
- Effective troubleshooting skills
- Experienced with software applications
- Effective prioritization
- Proficient in multi-line phone systems
- Detailed call logging
- Detail-oriented efficiency
- Customer service operations
- Transaction management
- Team collaboration enhancement
- Scheduling appointments
- Accurate data entry
Timeline
Call Center Agent
Advanced Urology Institute
11.2022 - 05.2023
Call Center Agent
Lakeview Healthcare System
08.2022 - 11.2022
Office Clerk
Optimum RV
10.2021 - 07.2022
Cashier/Manager
Cooinda Cafe
08.2018 - 12.2021
Server
Beef 'O' Brady's
01.2016 - 08.2018
High School Diploma -
South Sumter High School