Lovena Ford
Beaumont,TX
Summary
Adept at transforming customer interactions into memorable experiences, I leveraged my problem-solving abilities and Microsoft Excel proficiency at Qualfon to enhance service quality. Specializing in complaint resolution and administrative support, I consistently contributed to sales growth and customer satisfaction, underscoring my commitment to excellence and results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
14
14
years of professional experience
Work History
Customer Service Advocate
Qualfon
Denison, TX
12.2023 - Current
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Handled customer inquiries and suggestions to members about their medical and pharmacy benefits courteously and professionally.
Rural Mail Carrier
United Postal Service
Beaumont, TX
07.2022 - 12.2023
- Developed strong relationships with rural customers through consistent communication and exceptional service quality.
- Assisted in training new employees on proper procedures for sorting, loading, and delivering mail in a rural setting.
- Handled accurate cash payments for postage and incurred fees.
- Utilized USPS technology tools effectively to track packages accurately throughout the delivery process.
Pest Control Technician
Orkin Pest Control
Beaumont, TX
02.2016 - 12.2020
- Applied pesticides to inside and outside of structures utilizing company protocols.
- Upheld high standards of professionalism, maintaining a clean appearance and courteous demeanor while interacting with clients.
- Educated and advised customers on preventive measures to reduce pest infestations.
- Conducted property and building walk-throughs to assess conditions, identify infestations, and isolate sources.
- Eliminated pest infestations by accurately identifying pests and applying appropriate treatment methods.
- Educated customers on ways to prevent future pest infestations, fostering a proactive approach to property care.
- Drove to customer residences and places of business to inspect for pests.
- Reduced callbacks by effectively addressing all areas of concern during initial service appointments.
Customer Service Representative
Alorica
Humble, TX
06.2015 - 01.2016
- Handled customer inquiries and suggestions about their medical and pharmacy benefits courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
House Cleaner
Merry Maids
Beaumont, TX
01.2015 - 05.2015
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Created spotless surfaces by dusting, sweeping, vacuuming and mopping.
- Mopped hardwood, laminate, ceramic, vinyl, glass and wood surfaces.
- Maintained a safe working environment through proper use of cleaning products and equipment.
Customer Service Representative
T-Mobile
Beaumont, TX
03.2013 - 01.2015
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- 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.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Customer Service Representative
AT&T Mobility
Beaumont, TX
03.2010 - 12.2012
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Education
GED -
Central Senior High School
Beaumont, TXAssociate of Applied Science - Medical Office Computer Specialist
Kaplan College
Beaumont, TXSkills
- Call center experience
- Data Entry
- Administrative Support
- Problem-solving abilities
- Complaint Handling
- Complaint resolution
- Typing Speed
- Professional telephone demeanor
- Call Center Operations
- Medical terminology knowledge
- Customer Service
- Documentation
- Product Knowledge
- Active Listening
- Technical Support
- Sales expertise
- Microsoft Excel
- Customer Education
Timeline
Customer Service Advocate
Qualfon
12.2023 - Current
Rural Mail Carrier
United Postal Service
07.2022 - 12.2023
Pest Control Technician
Orkin Pest Control
02.2016 - 12.2020
Customer Service Representative
Alorica
06.2015 - 01.2016
House Cleaner
Merry Maids
01.2015 - 05.2015
Customer Service Representative
T-Mobile
03.2013 - 01.2015
Customer Service Representative
AT&T Mobility
03.2010 - 12.2012
GED -
Central Senior High School
Associate of Applied Science - Medical Office Computer Specialist
Kaplan College