Lydia Poole
Ferris,TX
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Also experienced in fast-paced environments and adaptable to last-minute changes. Thrives under pressure and consistently earns high marks for work quality and speed.
Overview
9
9
years of professional experience
Work History
Life APD
Randstad-Dallas, TX
Dallas, TX
01.2022 - Current
- Process checks to be sent out
- Send emails to agents for information needed on policy
- Provided excellent customer service to resolve any issues regarding the policy
- Updated databases with new and modified customer data.
- Ordering and processing medical results
- Actively engage with team to assist other reps in solving specific situations
Customer Service Ambassador
Activus Connect-Orlando, FL
Orlando, FL
02.2020 - 09.2021
- Provide current and accurate general information to callers
- Provided assistance during high call volumes
- Maintained up-to-date knowledge on all products and services offered by the company.
- Resolved customer issues quickly and efficiently.
- Used expert phone handling, problem solving and listening skills
- Maintained a positive and uplifting attitude to dissuade from potential chat-room break outs
- Actively engage with team to assist other Ambassadors in solving specific situations
Response Specialist
Sirius XM-Irving, TX
Irving, TX
12.2017 - 05.2019
- Assist customers with their emergency services inside their vehicle
- Dispatch local authorities in crisis situations
- Manage payments, and payment plans for transactions
- Up-sold packages to customers
- Learned how to W.O.W angry, upset, or unsatisfied customers
- Tracking vehicles
Technical Support Representative
Converys
Dallas, TX
07.2017 - 12.2017
- Recommended upgrades or additional features that could enhance user experience.
- Assisted customers with installation of new hardware and software applications.
- Resolved escalated customer service issues in a timely manner.
- Troubleshot customer inquiries related to software and hardware issues.
- Provided technical assistance to customers through phone, email and chat support.
- Conducted research into product-related issues, identified solutions, and provided accurate information to customers.
- Supported customers with online billing, access and account issues.
- Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
Claims Processor
Worley Catastrophe
Irving, TX
06.2015 - 03.2017
- Processed a high volume of incoming claims in accordance with established policies and procedures.
- Provided exceptional customer service by addressing inquiries promptly and professionally.
- Collaborated with adjusters and underwriters to resolve complex claim issues.
- Built rapport and trust with injured insureds through effective customer service techniques which involved fair and prompt processing of claims.
- Entered claim information accurately into database systems.
Education
High school or equivalent -
Lancaster High School
Lancaster, TX06.2014
Some College (No Degree) - Business Administration
El Centro College
Dallas, TXSkills
- Customer Service
- Security
- Cash Handling
- Technical Support
- Data Entry
- Organizational skills
- Windows
- Active Directory
- Desktop support
- Answering Phones
- Problem-Solving
- Strong Work Ethic
- Active Listening
Timeline
Life APD
Randstad-Dallas, TX
01.2022 - Current
Customer Service Ambassador
Activus Connect-Orlando, FL
02.2020 - 09.2021
Response Specialist
Sirius XM-Irving, TX
12.2017 - 05.2019
Technical Support Representative
Converys
07.2017 - 12.2017
Claims Processor
Worley Catastrophe
06.2015 - 03.2017
High school or equivalent -
Lancaster High School
Some College (No Degree) - Business Administration
El Centro College
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