Volunteering
Lucia Kennedy
Gastonia,NC
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
11
11
years of professional experience
1
1
Language
Work History
Customer Relationship Expert
PayPal
8 2022 - Current
- Provided excellent customer service and provided answers to client questions within set standards.
- Worked with multiple screens and programs to resolve customer issues.
- Utilized inbound and outbound telephone techniques to solidify and build client relationships.
- Identified trends in customer feedback, working closely with management to develop targeted improvement initiatives.
- Maintained detailed records of customer interactions, allowing for targeted follow-ups and improved support services.
Bilingual Quaility Control Administrator
The Outreach Team
04.2022 - 08.2022
- Improved overall production efficiency by identifying and resolving quality control issues.
- Edited, proofed and critiqued internal documents to improve clarity.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
South Carolina Vaccine
TTEC
03.2021 - 09.2021
- Developed strong relationships with clients, providing personalized service when booking, rescheduling, or canceling appointments.
- Enhanced customer satisfaction with timely and accurate appointment confirmations and reminders.
- Provided excellent customer service through attentive listening, empathetic communication, and efficient problem-solving during the scheduling process.
CVS Customer Service Representative
TTEC
12.2020 - 03.2021
- Assisted customers in navigating insurance claims, resulting in fewer denials and improved coverage understanding.
- Enhanced customer satisfaction by providing top-notch pharmaceutical advice and addressing concerns promptly.
- Confirmed customer information and insurance eligibility for prescriptions.
MA Bilingual Pandemic Unemployment Messaging
TTEC
04.2020 - 10.2020
- Managed high chat volume while maintaining composure, professionalism, and accuracy when assisting claimants.
- Established rapport with clients quickly over phone calls or emails to address concerns regarding their applications.
- Excellent communication skills, both verbal and written.
Bank of America
TTEC
09.2020 - 12.2020
- Assessed client needs proactively during interactions, offering tailored solutions that aligned with their financial objectives.
- Strengthened customer relationships by upholding strict standards and delivering fast, friendly customer service.
- Assisted customers with navigating bank systems, completing transactions and opening or closing accounts.
Fraud Operations Specialist
American Credit Acceptance
06.2018 - 02.2019
- Successfully managed multiple priorities simultaneously under tight deadlines while maintaining a high level of accuracy in case investigations.
- Evaluated the effectiveness of current fraud prevention tools, recommending improvements based on industry best practices.
- Established and maintained positive working relationships with external law enforcement agencies to support fraud investigations.
Bilingual Customer Service Representative
Ez Pass Department Of Transportation
06.2016 - 05.2018
- Ensured confidentiality of sensitive customer information by adhering strictly to data protection regulations during all interactions.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Identified and responded to customer requests and concerns through email, online chat, and phone for both English and Spanish-speaking customers.
Customer Service Representative
American Credit Acceptance
08.2013 - 11.2014
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Executive Response Team
American Credit Acceptance
11.2014 - 05.2016
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
Education
High School Dipolma -
Dorman High School
Roebuck, SC05.2011
Skills
Bilingual Customer Support
Active Listening Skills
Complaint Investigation
Patience
Microsoft Office Skills
Medical terminology knowledge
Email Etiquette
Teamwork and Collaboration
Interests
Spending time with family
Being in nature/ Hiking
Timeline
Bilingual Quaility Control Administrator
The Outreach Team
04.2022 - 08.2022
South Carolina Vaccine
TTEC
03.2021 - 09.2021
CVS Customer Service Representative
TTEC
12.2020 - 03.2021
Bank of America
TTEC
09.2020 - 12.2020
MA Bilingual Pandemic Unemployment Messaging
TTEC
04.2020 - 10.2020
Fraud Operations Specialist
American Credit Acceptance
06.2018 - 02.2019
Bilingual Customer Service Representative
Ez Pass Department Of Transportation
06.2016 - 05.2018
Executive Response Team
American Credit Acceptance
11.2014 - 05.2016
Customer Service Representative
American Credit Acceptance
08.2013 - 11.2014
Customer Relationship Expert
PayPal
8 2022 - Current
High School Dipolma -
Dorman High School