LORNA RIMMER
Toomsboro,GA
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
27
27
years of professional experience
Work History
Customer Care Representative
Mom's Meals Aka Purfoods
Des Moines, IA
10.2021 - 07.2023
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
Customer Service Representative
TTEC
Des Moines, IA
05.2020 - 05.2021
- Work from home customer service agent that takes inbound calls from client regarding card maintenance, ordering replacement debit cards, updating card holder information, assist card holder with access to the website, transfer card holders to a specific department needed.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Investigated and resolved customer inquiries and complaints quickly
Fulfillment Associate, Fulfillment
Equifax
05.2017 - 05.2020
- Associate will attempt to retrieve employment verification by telephone, fax or email a written request with the candidate’s authorization in order to obtain the requested information to complete verification of employment for the lender.
- Prepared and organized envelopes, packages, containers, and pallets with correct merchandise counts
Verification Specialist
Aerotek at Equifax
11.2016 - 06.2017
- Verification Specialists will attempt to obtain employment verification by telephone, fax or email a written request with the candidate’s authorization in order to obtain requested information.
- Managed high-volume insurance verifications within pressured timeframes for productive medical operations
Cashier
Fareway Store
07.2016 - 11.2016
- Receive payment by cash, check, credit cards, vouchers, or automatic debits
- Issue receipts and change due to customers
- Scans prices of goods, and totals bills using, cash register
- Greet customers at the register and maintain a clean and orderly checkout area.
Lead Specialist
Checks and Balances
11.2015 - 02.2016
- In an outbound call center, calls were made to customers that had accessed Nationwide’s website in regards to obtaining auto, homeowners or renters insurance, the goal was to be able to connect them with a licensed sales agent.
Childcare Provider
06.2014 - 05.2015
- Supervise children entrusted to me, ensure the safety of the children and provide structure during playtime
- Feed the kids both meals and snacks, working activities into a schedule that includes sufficient rest and play.
Customer Service Specialist
HP Enterprises
10.2012 - 01.2014
- In a call center environment, we took inbound calls from clients concerning account maintenance of products purchased, process orders for new accounts, which was a work at home position.
Childcare Provider
06.2009 - 10.2012
- Supervise children entrusted to me, ensure the safety of the children and provide structure during playtime
- Feed the kids both meals and snacks, working activities into a schedule that includes sufficient rest and play.
Customer Service Representative
CitiMortgage
08.2005 - 01.2009
- Make outbound calls to title companies, attorneys’ offices in regards to loan closing
- Retrieve tracking numbers on signed closing documents that were returned to the company after the loan closed
- Provide return wire instructions on loans that didn’t close
- Verification of employment for potential borrowers.
Customer Service Representative
Mountain Ltd
01.2005 - 04.2005
- In a call center environment, we took inbound calls from clients concerning home mortgages
- Assisted callers with payments and account maintenance.
Customer Service Representative
Office Team
11.2003 - 12.2004
- Process home mortgage payoffs, record loan numbers on pay off check accurately for payment processing
- Assisted clients with account issues, aided clients of knowledge of due dates, finance interest rates and terms of agreement.
Customer Service Representative
Kelly Service
05.2003 - 08.2003
- Assisted clients with problem issues regarding merchandise ordered additionally gave technical support in use and operation of products
- Aided clients with return procedures when products are not to clients’ standards.
Advance Clerk
Iowa Department of Transportation
04.1999 - 08.2002
- Assisted clients regarding aircraft registration via phone and in person
- Processed personalized plate applications and title bonds
- Calculated aircraft registration costs
- Developed reference manual on proper aircraft registration procedures
- Re-created and organized all aircraft registration files for the State of Iowa.
Medical Records and Unit Clerk
Broadlawns Medical Center
06.1996 - 04.1999
- Maintained confidentiality of all medical records and sensitive information to comply with HIPAA regulations.
- Scanned medical records in digital format for easy retrieval and accessibility.
- Obtained necessary signatures on information release forms to obtain medical and treatment records from other service providers.
- Assisted in preparation of medical records to release to other medical facilities requesting for patient history and information.
Education
No Degree -
DMACC
DesMoines, IA01.2021
High School Diploma -
Harlan High School
Chicago, IL06.1973
Skills
- Online Chat
- Calm and Professional Under Pressure
- Telephone Reception
- Inbound Customer Service
- Complaint resolution
- CRM
Timeline
Customer Care Representative
Mom's Meals Aka Purfoods
10.2021 - 07.2023
Customer Service Representative
TTEC
05.2020 - 05.2021
Fulfillment Associate, Fulfillment
Equifax
05.2017 - 05.2020
Verification Specialist
Aerotek at Equifax
11.2016 - 06.2017
Cashier
Fareway Store
07.2016 - 11.2016
Lead Specialist
Checks and Balances
11.2015 - 02.2016
Childcare Provider
06.2014 - 05.2015
Customer Service Specialist
HP Enterprises
10.2012 - 01.2014
Childcare Provider
06.2009 - 10.2012
Customer Service Representative
CitiMortgage
08.2005 - 01.2009
Customer Service Representative
Mountain Ltd
01.2005 - 04.2005
Customer Service Representative
Office Team
11.2003 - 12.2004
Customer Service Representative
Kelly Service
05.2003 - 08.2003
Advance Clerk
Iowa Department of Transportation
04.1999 - 08.2002
Medical Records and Unit Clerk
Broadlawns Medical Center
06.1996 - 04.1999
No Degree -
DMACC
High School Diploma -
Harlan High School
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