Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative
Lucy Crocker-Parnell

Lucy Crocker-Parnell

Laurel,Mississippi

Overview

41
41
years of professional experience

Work History

Customer Service Representative

Hellfighters
10.2023 - Current
  • Handled customer inquiries and suggestions 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.

Lab Technician

Jefferson Neurology
01.2023 - 05.2023
  • Maintained documentation on tests performed in lab.
  • Maintained a safe and organized laboratory environment, adhering to strict safety protocols.
  • Maintained safe, tidy and organized laboratory environment for accurate test results.
  • Conducted routine quality control checks to ensure accurate test results and maintain laboratory standards.
  • Prepared reagents, media and solutions to use for laboratory testing and analysis.
  • Inspected laboratory equipment to maintain good working condition for optimal results.

Customer Service Representative

Hellfighters
05.2020 - 06.2022
  • Handled customer inquiries and suggestions 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.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.

Receptionist

McCaskill Brothers Plumbing
11.2019 - 07.2020
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Resolved customer problems and complaints.
  • Handled cash transactions and maintained sales and payments records accurately.
  • Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
  • Responded to inquiries from callers seeking information.
  • Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
  • Handled sensitive information with discretion while maintaining strict confidentiality standards.
  • Managed multiple tasks and met time-sensitive deadlines.
  • Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.

Receptionist Administrator

Family Vision Clinic
05.2017 - 11.2019
  • Answered incoming calls, directing clients to individuals addressing specific needs.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Handled complaints and questions, and re-directed calls to other team members.
  • Acted as first point of contact and set appointments for prospective clients.
  • Expedited daily office tasks such as mail distribution, document scanning, photocopying, and data entry to ensure smooth workflow.
  • Maintained a clean, organized, and welcoming reception area with updated reading materials for visitors while monitoring security by verifying visitor credentials and issuing visitor badges.
  • Contributed to a positive work environment through excellent interpersonal skills and genuine care for colleagues'' needs or concerns.
  • Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
  • Boosted company image by providing friendly, professional, and timely assistance to all visitors, clients, and vendors.
  • Took delivery of packages and documents, applying appropriate internal policies relating to chain of possession.
  • Oversaw office equipment maintenance to support continuous and uninterrupted operations.
  • Enhanced customer satisfaction by efficiently managing incoming calls and directing them to appropriate departments.
  • Streamlined office operations for increased productivity by organizing and maintaining physical and digital filing systems.
  • Maintained up-to-date knowledge of industry practices by attending workshops, conferences, and continuing education courses relevant to receptionist administration duties.
  • Scheduled initial and return appointments for [Type] clients, adhering to internal policies while accommodating individual customer needs.

Pharmacy Technician

Walmart Supercenter/Fred's Pharmacy
02.2002 - 05.2017
  • Answered incoming phone calls and addressed questions from customers and healthcare providers.
  • Stocked, labeled, and inventoried medication to keep accurate records.
  • Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
  • Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
  • Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
  • Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
  • Counted and labeled prescriptions with correct item and quantity.
  • Assisted in maintaining a clean and organized work environment, ensuring compliance with safety regulations.
  • Increased overall pharmacy productivity by restocking supplies, organizing shelves, and maintaining cleanliness according to standards.
  • Assisted pharmacist by filling prescriptions for customers and responding to patient questions regarding prescription and medication-specific issues.
  • Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
  • Provided exceptional customer service, fostering positive relationships with both new and returning patients at the pharmacy counter.
  • Improved patient satisfaction by efficiently processing prescriptions and managing inventory in a timely manner.
  • Entered and processed patients' prescriptions into internal system.
  • Performed various pharmacy operational activities with strong commitment to accuracy, efficiency, and service quality.
  • Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments.
  • Assisted in training new team members on standard operating procedures to ensure consistent quality of service across the entire team.
  • Maximized pharmacy efficiency through effective communication with staff members and adherence to procedures.
  • Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
  • Reduced medication errors by diligently cross-checking medications against patients'' profiles before dispensing.
  • Maintained proper drug storage procedures, registries, and records for controlled drugs.
  • Collected co-payments or full payments from customers.
  • Counted, measured and compounded medications following standard procedures.

Senior Warehouse Clerk

Mississippi Department Of Health WIC Division
02.1988 - 05.2003
  • Kept warehouse up to safety and health regulations at all times.
  • Completed cycle counts and monthly inventory.
  • Utilized forklift and other warehouse equipment to safely load and unload pallets and containers.
  • Assisted in training new hires, sharing best practices and knowledge of warehouse operations.
  • Provided excellent customer service by addressing inquiries about product availability and shipment status promptly.
  • Improved inventory accuracy with consistent cycle counting and data entry into the warehouse management system.
  • Improved efficiency with quick and accurate loading of boxes.
  • Reduced order processing time by streamlining the packing and shipping process, resulting in faster delivery times.
  • Managed day-to-day operations of warehouse to keep everything running smoothly.
  • Managed incoming shipments by verifying product details against purchase orders, ensuring accurate inventory levels.
  • Collaborated with team members to complete daily tasks efficiently, meeting warehouse performance goals consistently.
  • Checked packages and merchandise for damage and notified vendors.
  • Optimized space utilization within the warehouse through strategic reorganization of products based on size, weight, and demand patterns.
  • Volunteered to assist with projects, demonstrating willingness to learn new tasks and increase skill levels.
  • Compared shipments received with purchase orders to cross-reference goods ordered with goods received.
  • Trained and developed warehouse staff on safety measures.
  • Communicated with teammates and supervisors to maintain smooth operations and quickly handle any issues impacting warehouse operations or customer satisfaction.
  • Maintained a clean work environment through routine organization of shelves and removal of waste materials, promoting overall warehouse efficiency.
  • Increased warehouse efficiency by implementing an organized filing system for accurate recordkeeping.

Customer Service Manager

TG&Y
04.1983 - 06.1988
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Followed through with client requests to resolve problems.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
  • Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
  • Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
  • Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Researched and corrected customer concerns to promote company loyalty.
  • Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
  • Increased team productivity by providing ongoing training and support to customer service representatives.
  • Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
  • Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
  • Kept accurate records to document customer service actions and discussions.
  • Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
  • Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
  • Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
  • Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.
  • Created and reviewed invoices to confirm accuracy.
  • Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
  • Generated customer satisfaction surveys to analyze results into action plans.
  • Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
  • Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
  • Cultivated a culture of continuous improvement by regularly soliciting feedback from staff members regarding areas where improvements could be made.
  • Developed and offered unique discount options to drive interest in new product lines.

Education

GED -

West Jones High School
Laurel, MS
05.1984

Skills

  • Customer Service
  • Active Listening
  • Critical Thinking
  • Data Entry
  • Customer Relations
  • Problem Resolution
  • Call center experience
  • Computer Proficiency
  • Conflict Resolution
  • Money handling abilities
  • Complaint Handling
  • Complaint resolution
  • Payment Processing
  • Client Relations
  • Customer satisfaction measurement
  • Professional telephone demeanor
  • Call Center Operations
  • Scheduling
  • Follow-up skills
  • Call Management
  • Product Knowledge
  • Paperwork Processing
  • Appointment Scheduling
  • Order Processing
  • Team Development
  • Documentation
  • Administrative Support
  • Customer Relationship Management (CRM)
  • Prioritization
  • Staff Training
  • Technical Support
  • Quality Control
  • Clerical Support
  • Live chat support
  • Filing
  • Dispute Resolution
  • Customer Education
  • Product Sales
  • Product and service solutions
  • Multi-line phone talent
  • Coordination
  • Sales expertise
  • Store maintenance
  • Research
  • Office equipment proficiency
  • Staff education and training
  • Conflict Mediation
  • Retail store support
  • Stock management
  • Service standard compliance
  • Product Promotion
  • Document Control
  • Project management abilities
  • Warehousing functions

Timeline

Customer Service Representative

Hellfighters
10.2023 - Current

Lab Technician

Jefferson Neurology
01.2023 - 05.2023

Customer Service Representative

Hellfighters
05.2020 - 06.2022

Receptionist

McCaskill Brothers Plumbing
11.2019 - 07.2020

Receptionist Administrator

Family Vision Clinic
05.2017 - 11.2019

Pharmacy Technician

Walmart Supercenter/Fred's Pharmacy
02.2002 - 05.2017

Senior Warehouse Clerk

Mississippi Department Of Health WIC Division
02.1988 - 05.2003

Customer Service Manager

TG&Y
04.1983 - 06.1988

GED -

West Jones High School

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Lucy Crocker-Parnell