Lorraine Stepchin
Summary
Dynamic Customer Service Representative with a proven track record at National Seating & Mobility, excelling in conflict resolution and relationship building. Recognized for enhancing client loyalty through empathetic complaint resolution and efficient payment processing. Committed to delivering exceptional service and fostering strong client connections in high-pressure environments.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
National Seating & Mobility
05.2021 - 09.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and friendships.
- Created new customer accounts with accuracy, verified insurance coverage and DME needed.
- Scheduled technicians for repair evaluations appointments and deliveries of parts.
- .Advocated for clients by contacted manufacturers for estimated shipping dates of equipment/parts. Contacting doctor's offices and therapists for documents needed to submit to insurance for coverage of equipment/parts.
- Processed credit card and check payments.
- Handled incoming mail and scanned payments and insurance approval/denials to client's orders.]
- Kept the office and break room supplied with all necessities.
Customer Service Representative
Yankee Equipment Systems
01.2019 - 11.2020
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Planned out technician's routes daily to address equipment repairs for clients.
Disability Claims Specialist
Axelon/Liberty Mutual
11.2017 - 12.2018
- Provided exceptional service to clients through prompt response times, clear explanations of policy terms, and compassionate support throughout the claims process.
- Reduced claim processing time by conducting thorough assessments and providing accurate documentation for each case.
- Streamlined communication between departments by establishing clear protocols, leading to enhanced collaboration in resolving claims issues.
- Conducted comprehensive evaluations to determine eligibility for benefits, ensuring compliance with company policies and government regulations.
- Increased client retention rates by building strong relationships through regular follow-ups and updates on claim status.
Customer Service Representative/Warehouse Worker
Bonnie Staffing
01.2018 - 10.2018
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- 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.
- Applied price tags to merchandise, and repacking items to ship to store for retail.
Education
High School Diploma -
Peabody Veteran's Memorial High School
Peabody, MASkills
- Data entry
- Problem resolution
- Relationship building
- Conflict resolution
- Payment processing
- Administrative support
- Scheduling
- Follow-up skills
- Paperwork processing
- Documentation
- Prioritization
- Filing
- Product and service solutions
- Proofreading
Timeline
Customer Service Representative
National Seating & Mobility
05.2021 - 09.2025
Customer Service Representative
Yankee Equipment Systems
01.2019 - 11.2020
Customer Service Representative/Warehouse Worker
Bonnie Staffing
01.2018 - 10.2018
Disability Claims Specialist
Axelon/Liberty Mutual
11.2017 - 12.2018
High School Diploma -
Peabody Veteran's Memorial High School
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