Lorrance Farley
Albany,NY
Summary
Human services assistant with extensive experience in customer service, specializing in effective communication and problem-solving. Demonstrated success in resolving complex client issues while maintaining professionalism and empathy, resulting in high client satisfaction. Strong work ethic and adaptability complemented by exceptional interpersonal skills, contributing to enhanced team performance through knowledge sharing.
Overview
18
18
years of professional experience
Work History
Call Center Representative
Spectrum
Schenectady, New York
05.2021 - Current
- Answered incoming calls and provided the highest level of professionalism and knowledgeable service to every customer.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service-related issues.
- Assisted customers with service and billing inquiries, ensuring clarity and satisfaction.
- Handled escalated calls, demonstrating professionalism and empathy to resolve complex issues.
- Maintained professionalism in all interactions via phone or email, fostering positive customer experiences.
Call Center Representative
Maximus
Albany, New York
05.2017 - 07.2020
- Answered incoming calls, resolving product inquiries, billing questions, and service-related issues to ensure timely assistance.
- Assisted customers with service and billing inquiries, providing accurate solutions to enhance customer satisfaction.
- Maintained professionalism in all customer interactions via phone and email, fostering positive customer relationships.
- Documented customer interactions accurately in CRM system to facilitate tracking.
Front Desk
Days Inn Hotel
Albany, NY
05.2014 - 06.2020
- Facilitated check-in and check-out processes for customers to enhance overall guest experience.
- Answered phones and processed reservations efficiently to enhance customer experience.
- Coordinated with various departments to streamline operations and improve task efficiency.
- Performed audits of hotel operations to uphold quality standards and ensure guest satisfaction.
Human Services Assistant
W.A.G.E Center
09.2015 - 01.2017
- Facilitated housing placement for displaced individuals by connecting them with available resources.
- Provide information or refer individuals to public or private agencies or community services for assistance
- Guided clients through job search process, providing tailored advice and support.
- Assist clients with emails, resumes, and computer needs
- Supported clients in completing necessary forms, including fax and section 8 applications.
- Consult with program coordinator concerning programs for clients
- Explain rules established by management, such as sanitation or maintenance requirements
- Update the clients' data using Microsoft Access
Lobby Attendant/ Housekeeping
Marriott Hotel
Colonie, NY
02.2013 - 09.2013
- Maintained cleanliness of main lobby areas to ensure a welcoming environment
- Inspected lobby areas and reported findings to department managers for timely maintenance
- Performed all housekeeping duties
- Assisted guests in resolving issues to enhance their experience
- Reviewed employee hours on time cards for payroll processing.
Maintenance
Wild Cat services
New York, NY
11.2010 - 04.2011
- Conducted cleaning and maintenance of community spaces to ensure cleanliness and safety
- Winterized sidewalks and streets
- Executed landscaping tasks to improve aesthetics and usability of outdoor areas
Receptionist
N.Y.C. Parks Department
New York, NY
04.2010 - 10.2010
- Answered multi-line phones
- Directed calls to appropriate departments, ensuring efficient communication
- Assisted guests with inquiries about park details, enhancing visitor experience
- Faxed and filed paperwork to maintain organized records and support office operations
Receptionist
Ekistics, Inc.
Brooklyn, NY
01.2008 - 10.2008
- Engaged with clients to confirm service accuracy, improving overall satisfaction.
- Processed financial transactions at point of sale, ensuring accuracy and security.
- Coordinated organization and execution of events, ranging from small gatherings to large parties.
Education
Honors Certificate - Computerized Accounting
Drake Business School
New York, NY01-2000
High School Diploma -
Walton High School
New York, NY01-1997
Skills
- Customer service
- Call escalation
- Billing resolution
- Inbound call management
- Data entry
- Active listening
- Effective communication
- Problem solving
- Critical thinking
- Team collaboration
- Adaptability to change
- Office management
- Boundary setting
References
Lydie, Family Self Sufficiency Program coordinator, W.A.G.E Center, 347-925-2733, lkengne@albanyhousing.org, lm25keng@alum.siena.edu
Timeline
Call Center Representative
Spectrum
05.2021 - Current
Call Center Representative
Maximus
05.2017 - 07.2020
Human Services Assistant
W.A.G.E Center
09.2015 - 01.2017
Front Desk
Days Inn Hotel
05.2014 - 06.2020
Lobby Attendant/ Housekeeping
Marriott Hotel
02.2013 - 09.2013
Maintenance
Wild Cat services
11.2010 - 04.2011
Receptionist
N.Y.C. Parks Department
04.2010 - 10.2010
Receptionist
Ekistics, Inc.
01.2008 - 10.2008
Honors Certificate - Computerized Accounting
Drake Business School
High School Diploma -
Walton High School