Lorri Williams
Bonne Terre,MO
Summary
Energetic and optimistic customer service representative with over 20 years of experience in telephone customer service and face to face customer care.
Fast friendly service and accuracy in handling customer transactions.
Proven communication skills and ethics.
Able to provide efficient, courteous, and prompt service to customers.
Strong cash handling skills and demonstrated ability to work effectively in a retail environment.
Overview
22
22
years of professional experience
Work History
Cashier
Chip's 66
Festus, MO
11.2021 - 02.2022
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items and join reward programs.
- Restocked and organized merchandise in front lanes.
- Operated Lotto machine and sold scratch off tickets.
Customer Service Representative
StarTek
Farmington, MO
01.2020 - 04.2020
- Processed client payments and updated accounts.
- Analyzed accounts for delinquencies and other ongoing issues.
- Contacted customers to assess satisfaction and current needs.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Increased customer satisfaction ratings through proactive and actionable resolutions to questions, concerns or challenges.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Managed over 100 calls per day
Customer Service Representative
Lincare
Festus, MO
09.2018 - 12.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Responded proactively and positively to rapid change.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
Certified Nursing Assistant
Fieser Nursing Center
Fenton, MO
02.2018 - 07.2019
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing and teeth brushing.
- Checked patient vitals such as temperature, blood pressure and blood sugar levels.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Supported ambulation and physical therapy needs by conducting planned exercise routines.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Participated in fun group activities with patients to boost mood, improve overall memory and provide light entertainment.
- Transported patients between rooms and appointments or testing locations.
Cashier
CC Food Marts Inc.
O'Fallon, IL
01.2017 - 01.2018
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Operated lotto machine and sold scratch off tickets
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items and join reward programs.
- Restocked and organized merchandise in front lanes.
- Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
- Checked identification for proof-of-age for alcohol and tobacco sales.
- Mentored new team members on POS system operation, customer service strategies and sales goals.
Front Desk Associate
La Quinta Inn And Suites
O'Fallon, IL
11.2016 - 12.2017
- Maintained cleanliness and organization of front desk area.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Used internal software to process reservations, check-ins and check-outs.
- Answered guest questions and referred to local points of interest.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Collected room deposits, fees and payments.
- Kept accounts in balance and ran daily reports to verify totals.
- Politely welcomed arriving guests, providing room keys and information on amenities and policies.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Entered customer data into room system and updated information whenever patrons changed rooms.
- Maintained transaction security by verifying payment cards against identification.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
Front Desk Agent
Super 8 Hotel
O'Fallon, IL
06.2016 - 12.2016
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Answered customer telephone calls promptly and appropriately handled needs.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Collected room deposits, fees and payments.
- Used internal software to process reservations, check-ins and check-outs.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Answered multi-line phone system and greeted callers enthusiastically.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment and shopping activities.
Medical Receptionist
Bethesda Southgate
St. Louis, MO
06.2015 - 01.2016
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Managed multi-line phone system and pleasantly greeted patients.
- Helped patients complete necessary medical forms and documentation.
- Checked patient insurance, demographic and health history to keep information current.
- Maintained current and accurate medical records for patients.
- Organized paperwork such as charts and reports for office and patient needs.
- Transcribed phone messages and relayed to appropriate personnel.
- Completed patient referrals to other medical specialists.
- Supported office staff and operational requirements with administrative tasks.
Certified Nursing Assistant
Cori Manor
Fenton, MO
02.2015 - 05.2015
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing and teeth brushing.
- Checked patient vitals such as temperature, blood pressure and blood sugar levels.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments and evaluating patient needs.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Supported ambulation and physical therapy needs by conducting planned exercise routines.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Participated in fun group activities with patients to boost mood, improve overall memory and provide light entertainment.
Certified Nursing Assistant
Woodlands Nursing Home
Arnold, MO
01.2013 - 09.2013
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing and teeth brushing.
- Checked patient vitals such as temperature, blood pressure and blood sugar levels.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments and evaluating patient needs.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Supported ambulation and physical therapy needs by conducting planned exercise routines.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Participated in fun group activities with patients to boost mood, improve overall memory and provide light entertainment.
Certified Nursing Assistant
Presbyterian Manor
Farmington, MO
09.2011 - 01.2013
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing and teeth brushing.
- Checked patient vitals such as temperature, blood pressure and blood sugar levels.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments and evaluating patient needs.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Supported ambulation and physical therapy needs by conducting planned exercise routines.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Participated in fun group activities with patients to boost mood, improve overall memory and provide light entertainment.
Certified Nursing Assistant
Woodlands Nursing Home
Arnold, MO
04.2009 - 08.2011
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing and teeth brushing.
- Checked patient vitals such as temperature, blood pressure and blood sugar levels.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments and evaluating patient needs.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Supported ambulation and physical therapy needs by conducting planned exercise routines.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Participated in fun group activities with patients to boost mood, improve overall memory and provide light entertainment.
- Maintained patient stability by checking vital signs and weight and recording intake and outtake information.
- Transported patients between rooms and appointments or testing locations.
Customer Service Representative
AT&T
Town And Country, MO
04.2000 - 07.2008
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Recommended products to customers, thoroughly explaining details.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promptly responded to inquiries and requests from prospective customers.
- Cross-trained and provided back up for customer service managers.
- Applied highly effective selling skills while properly engaging and presenting solutions to customers.
General Manager
Pizza Hut
Perryville, MO
08.1997 - 03.2000
- Managed budget implementations, employee reviews, training, schedules and contract negotiations.
- Developed and maintained relationships with customers and suppliers through account development.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures and technology systems.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Organized budgets, oversaw P&Ls and achieved margin targets consistently to stay on track with growth plans.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
Education
Certificate - Unit Clerk
Jefferson College
Hillsboro, MO11.1992
GED -
Herculaneum High School
Herculaneum, MO04.1985
Skills
- Customer Relations
- Customer Retention Strategies
- Issue and Complaint Resolution
- Order and Refund Processing
- POS Systems and Ordering Platforms
- Customer Data Confidentiality
- Upbeat and Positive Personality
- Understanding Customer Needs
- Efficient and Detail-Oriented
- Calm and Professional Under Pressure
- Responding to Difficult Customers
- Data Entry and Maintenance
Timeline
Cashier
Chip's 66
11.2021 - 02.2022
Customer Service Representative
StarTek
01.2020 - 04.2020
Customer Service Representative
Lincare
09.2018 - 12.2019
Certified Nursing Assistant
Fieser Nursing Center
02.2018 - 07.2019
Cashier
CC Food Marts Inc.
01.2017 - 01.2018
Front Desk Associate
La Quinta Inn And Suites
11.2016 - 12.2017
Front Desk Agent
Super 8 Hotel
06.2016 - 12.2016
Medical Receptionist
Bethesda Southgate
06.2015 - 01.2016
Certified Nursing Assistant
Cori Manor
02.2015 - 05.2015
Certified Nursing Assistant
Woodlands Nursing Home
01.2013 - 09.2013
Certified Nursing Assistant
Presbyterian Manor
09.2011 - 01.2013
Certified Nursing Assistant
Woodlands Nursing Home
04.2009 - 08.2011
Customer Service Representative
AT&T
04.2000 - 07.2008
General Manager
Pizza Hut
08.1997 - 03.2000
Certificate - Unit Clerk
Jefferson College
GED -
Herculaneum High School