Lydia Hambey
Cañon City,CO
Summary
Resourceful Senior Customer Care Representative known for high productivity and efficient task completion, in both office and work from home environment. Skilled in conflict resolution, empathetic communication, and customer relationship management, in both phone and email and internet communication. Excel in using active listening, patience, and adaptability to ensure customer satisfaction and loyalty.
Overview
19
19
years of professional experience
Work History
Senior Customer Care Representative
Zurich North America
Schaumburg, Illinois
05.2019 - 02.2026
- Resolved customer inquiries through effective communication and problem-solving skills, in both phone and online capacities.
- Managed complex customer accounts, ensuring accurate information and timely responses.
- Collaborated with cross-functional teams to enhance customer service processes and policies.
- Trained new team members on systems, procedures, and customer service best practices.
- Utilized CRM software to track interactions and maintain up-to-date customer records.
- Escalated unresolved issues to management for further investigation and resolution.
- Provided feedback on service patterns to improve overall customer satisfaction levels.
- Assisted in developing training materials for enhanced team performance and knowledge sharing.
- Trained new customer care representatives on company policies and procedures.
- Maintained up-to-date knowledge of company products and services to effectively answer customer questions.
- Prioritized tasks according to urgency in order to meet tight deadlines.
- Resolved difficult customer issues in a timely manner while maintaining positive relationships with customers.
- Adhered to all relevant laws, regulations, and ethical standards when interacting with customers.
- Ensured compliance with data protection regulations when handling confidential customer information.
Customer Service Representative
Kohls Department Store
Colorado Springs, Colorado
10.2011 - 04.2019
- Resolved customer complaints through effective communication and problem-solving.
- Processed transactions accurately using point-of-sale systems.
- Maintained a clean and organized sales floor for optimal shopping experience.
- Collaborated with team members to ensure efficient store operations.
- Educated customers about ongoing promotions and loyalty programs.
- Handled returns and exchanges following store policies and procedures.
- Trained new staff on customer service standards and operational procedures.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Developed positive relationships with customers through friendly interactions.
Barista
Marriott
Colorado Springs
05.2007 - 10.2011
- Prepared and served a variety of coffee beverages to guests.
- Maintained cleanliness and organization of the coffee station and surrounding areas.
- Collaborated with team members to ensure smooth daily operations.
- Assisted guests with menu selections and provided recommendations.
- Operated espresso machines and other equipment efficiently.
- Handled cash transactions and processed payments accurately.
- Trained new staff on beverage preparation and customer service standards.
- Engaged with guests to create a welcoming atmosphere in the café area.
- Managed morning rush of customers daily with efficient, levelheaded customer service.
- Provided excellent customer service by responding to inquiries quickly and professionally.
- Operated cash registers to process customer payments.
- Trained new baristas on company policies and procedures regarding food handling safety standards.
Education
Thomas B. Doherty
Colorado Springs, COSkills
- Customer service
- CRM software
- Account management
- Conflict resolution
- Data protection
- Process improvement
- Team collaboration
- Customer engagement
- Workflow optimization
- Employee training
- Effective communication
- Problem solving
- Time management
- Quality assurance
- Email etiquette
- Live chat support
- Call center experience
- Complaint handling
- Exceptional communication
- Coaching and mentoring
- Adaptability and flexibility
References
References available upon request.
Timeline
Senior Customer Care Representative
Zurich North America
05.2019 - 02.2026
Customer Service Representative
Kohls Department Store
10.2011 - 04.2019
Barista
Marriott
05.2007 - 10.2011
Thomas B. Doherty