Lorraine Michelle Walker
Easley,SC
Summary
Proven leader in customer service, excelling in critical thinking and call management, significantly enhanced customer satisfaction at Intuit. Leveraged product knowledge and problem-solving skills to resolve complex issues, leading teams to exceed performance targets. Demonstrated exceptional ability to mentor staff and improve operational efficiency, ensuring high levels of client loyalty and retention.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Intuit
02.2023 - 08.2024
- Responded to customer requests for products, services, and company information.
- Met customer call guidelines for service levels, handle time and productivity.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved accounting, service and delivery concerns.
Customer Service Manager
Rileys Goodies
03.2020 - 08.2023
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Researched and corrected customer concerns to promote company loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Kept accurate records to document customer service actions and discussions.
- Created and reviewed invoices to confirm accuracy.
- Managed senior-level personnel working in marketing and sales capacities.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
Healthcare Customer Service Representative
Sitel
04.2018 - 12.2022
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
- Responded proactively and positively to rapid change.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Identified and resolved discrepancies and errors in customer accounts.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Promptly responded to inquiries and requests from prospective customers.
Customer Service Supervisor
Bilo
02.2013 - 04.2019
- Coached employees through day-to-day work and complex problems.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Created, prepared, and delivered reports to various departments.
- Researched and corrected customer concerns to promote company loyalty.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Kept high average of performance evaluations.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Organized meetings for executives and coordinated availability of conference rooms for participants.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Created customer support strategies to increase customer retention.
Education
Certification - CNA
Piedmont Technical College
Clinton, SC12.2008
High School Diploma -
West-Oak High School
Westminster, SC05.2004
Skills
- Data Entry
- Paperwork Processing
- Call Management
- Product Knowledge
- Scheduling
- Account updating
- Product Sales
- Spreadsheets
- Money handling abilities
- Critical Thinking
- Call Center Operations
Timeline
Customer Service Representative
Intuit
02.2023 - 08.2024
Customer Service Manager
Rileys Goodies
03.2020 - 08.2023
Healthcare Customer Service Representative
Sitel
04.2018 - 12.2022
Customer Service Supervisor
Bilo
02.2013 - 04.2019
Certification - CNA
Piedmont Technical College
High School Diploma -
West-Oak High School
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