Lydia Lang
California,MD
Summary
Motivated and reliable customer service representative with 5 years of experience providing enthusiastic assistance both in and outside of office environments. Works well individually and within team structures. Adept at promptly providing accurate information in repose to various inquiries. A conscientious listener who demonstrates efficient problem-solving and de-escalation skills. Committed to helping individuals resolve conflicts and find solutions.
Overview
5
5
years of professional experience
Work History
Lead Customer Service Representative
Boothe's HVAC, Plumbing, and Electrical
California, MD
02.2023 - Current
- Coordinating outbound campaigns for 3 different departments to generate an appropriate call volume for the day
- De-escalating situations with concerned customers when managers are unavailable
- Coordinating lunches and breaks between 12 call center agents
- Managing on average 90 calls a day, both inbound and outbound
- Entering customer data into the Field Service Management System
- Updating and managing information in the customer database
- Training new customer service representatives on how to navigate databases and company processes.
Customer Service Representative
Boothe's HVAC, Plumbing, and Electrical
California, MD
02.2023 - 02.2024
- Entering customer information into the field service management system with accuracy
- Scheduling customer services based on department and technician availability
- Updating payment information for customers in regards to membership payments
- Deescallating situations with concerned customers to prevent managers from needing to follow up
- Greeting and assisting in-person customers with various tasks and needs.
- Providing accurate information about products and services to customers.
- Answered customer inquiries via phone, email, and chat.
Summer and Fall Park Supervisor; Leonard Hall Recreation Attendant
St. Mary's County Parks and Recreation
California, MD
12.2019 - 02.2023
- Managed cash and card payments for admission into parks or recreation facilities and balanced cash drawer when needed
- Monitored, maintained, and enforced all rules and regulations for the parks and facilities
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Maintained records of attendance numbers, revenues generated from events held at the park facility as well as any incidents that occurred during those events.
- Operated front desk computer systems and records
Skills
- Data entry and maintenance
- Proficient in Microsoft Office programs
- Proficient in multi-line phone systems
- De-escalation and complaint resolution
- Attention to details
- Problem-solving abilities
- Account updating
Timeline
Lead Customer Service Representative
Boothe's HVAC, Plumbing, and Electrical
02.2023 - Current
Customer Service Representative
Boothe's HVAC, Plumbing, and Electrical
02.2023 - 02.2024
Summer and Fall Park Supervisor; Leonard Hall Recreation Attendant
St. Mary's County Parks and Recreation
12.2019 - 02.2023
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