LYDIA SMITH
FOREST PARK,GA
Summary
Client-focused professional with extensive experience providing customer service in a production environment. Ability to work independently and as a part of a team in a fast-paced environment that include tight deadlines are met. Takes ownership over workload and maintains focus to get the job done to ensure the client’s needs are met. Demonstrates a friendly and polite demeanor at all times and considered an overall team player.
Overview
17
17
years of professional experience
Work History
Senior Claims Representative
Genworth
Forest Park, GA
09.2023 - Current
- Service customer inquiries via incoming phone calls and written correspondence. At times, may be responsible for initiating outbound calls.
- Process transactions to meet customer needs including address changes, stop payments, and related correspondence.
- Initiate daily contact with internal and external customers, working to simplify and educated customers on product features and related processes.
- Diffuse escalated situations through analyzing, partnering, and resolving complex customer issues.
- Review, analyze and process written requests and documentation.
- Update and ensure integrity of customer accounts the call follow-up, documentation, and work item management.
Member Service Representative
TTEC
Duluth, GA
02.2019 - 08.2023
- Take inbound calls to answer queries from customers.
- Utilize my ability to understand the members' life events that may offer sales cues for additional opportunities to meet the member's needs and facility the member's financial security.
- Following all appropriate guidelines for the career, state, and company.
- Deliver amazing customer experiences.
Customer Service Representative
Alorica
Decatur, GA
02.2018 - 02.2019
- Receive and process incoming phone calls for clients, which includes obtaining, entering, and verifying customer information (e.g. names, addresses, credit card numbers, etc.), answering questions, resolving issues, providing customer service, adhering to scripts, and attempting to make up-sells.
- Ensure that calls are processed in strict adherence to established policies, procedures, and quality standards, as well as any federal laws and regulations.
- Successfully complete initial on-the-job training, as well as any new product or on-going training.
Teacher Assistant/Substitute
Early Start Learning Center
Decatur, GA
03.2015 - 01.2018
- Assisted teachers with daily activities and completing the daily closing.
Sorter
Amazon
East Point, GA
10.2014 - 02.2015
- Presorted and sorted merchandise for customer delivery.
Customer Service Representative
Randstad Staffing
Atlanta, GA
11.2012 - 07.2015
- Served as a member service representative for the State of New Jersey’s utility call center.
- Processed client payments, scheduled payment arrangements, opened new client accounts, closed existing accounts and transferred accounts based upon client requests.
- Answer credit and billing inquires, investigate high bills, authorize extensions, and setup payment arrangements for past due and final bills.
- Prepare field order for turn-ons/offs, service transfers, disconnections, meters sets and removals.
- Initiate emergency notifications such as gas leaks, power outages, and high/low pressure complaints.
- Coordinate with appropriate departments and service centers to resolve customer concerns.
- Update and maintain customer information in system database.
Customer Service Associate
JC Penney
Lithonia, GA
08.2008 - 10.2012
- Assisted customers with purchases and returns; counted tills and completed necessary paperwork for financial deposits, and maintained store appearance for customer encounters.
- Provided exceptional customer service to external and internal clients.
- Recipient of five customer service related awards in a single quarter
Education
Bachelor of Science - Technical Management, Concentration in Accounting
DeVry University
07.2013
Skills
- Microsoft Office Suite
- Data Entry
- Customer Service
- Cash Handling
- Payment Processing
- Supervising Employees
- Conflict Resolution
- SAP
- Bill Processing
- Customer Focus
- Problem Solving
- Strong Organizational Skills
- Attention to Detail
Timeline
Senior Claims Representative
Genworth
09.2023 - Current
Member Service Representative
TTEC
02.2019 - 08.2023
Customer Service Representative
Alorica
02.2018 - 02.2019
Teacher Assistant/Substitute
Early Start Learning Center
03.2015 - 01.2018
Sorter
Amazon
10.2014 - 02.2015
Customer Service Representative
Randstad Staffing
11.2012 - 07.2015
Customer Service Associate
JC Penney
08.2008 - 10.2012
Bachelor of Science - Technical Management, Concentration in Accounting
DeVry University
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