Summary
Overview
Work History
Education
Skills
Timeline
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Lyndsey Morvant

Saint Martinville,LA

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Solid team player with an outgoing, positive demeanor. Motivated to contribute to company success. Specialize in quality, speed, and process optimization. Articulate, energetic, and results-oriented with an exemplary passion for developing relationships, cultivating partnerships, and growing businesses.

Overview

4
4
years of professional experience

Work History

Call Center Team Lead

Waitr Inc
04.2021 - 06.2022
  • Supervising the daily operations and workload of the call center support department - chats, calls, and emails
  • Handles escalated customer complaints and payroll issues
  • Attending leadership meetings daily, and weekly
  • Making daily, weekly, and monthly reports and surveys for management
  • Staying current on the latest departmental updates and relaying those updates to the team
  • Make team work schedules and daily game plans based on the needs of the business
  • Provide assistance to team members whom are experiencing difficulties in the discharge of their duties by putting them through and giving them personal coaching
  • Give detailed statistical feedback on performance of team members to the management for staff evaluation and reward purposes
  • Setting a clear mission and deploying strategies focused towards that mission
  • Observe performance of team members to identify their strengths and weaknesses and make arrangements to strengthen their loose ends
  • Take disciplinary measures against any team member when needed
  • Serve as the middleman between the organization and the customer service team members to ensure smooth communication and settling of grievances that may arise in the course of work
  • Work with other departments to ensure customer, partner, and driver needs' are met
  • Handled advanced issues with calm, knowledgeable and professional approach.
  • Generated reports detailing metrics such as call times and satisfaction ratings.
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Oversaw team of 15 agents focused on support calls.
  • Motivated employees to increase productivity and maximize service quality with hands-on leadership style.
  • Responded to team support questions quickly to maintain call center efficiency.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Trained staff on operating procedures and company services.
  • Trained new personnel regarding company operations, policies and services.
  • Maintained up-to-date knowledge of product and service changes.
  • Cross-trained and provided backup support for organizational leadership.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Developed and updated databases to handle customer data.
  • Experience using the following : Slack, Discord, UJET, UKG, Google work space, Zendesk, Kustomer, Amazon Connect, Microsoft, Tableau, PandaDocs, Humanity, Fountain, Hubspot, Metabase, etc

Customer Support Agent

Waitr Inc
04.2020 - 04.2021
  • Create records of customer interactions (including calls, chats, and emails) and follow up to ensure all questions have been answered
  • Resolve customer complaints in a friendly and timely manner to ensure high customer satisfaction
  • Ensure customer account information is up-to-date
  • Follow scripts when managing challenging customer issues and escalate to the appropriate party when needed
  • Reply to incoming calls from customers including orders and refund questions, general information, tech support, payroll concerns, and complaints
  • Identify customers' needs and find immediate solutions
  • Seek opportunities to further promote products to current and prospective customers
  • Deliver an excellent customer experience by establishing a trusting relationship with all customers
  • Mediate and rectify any issues that come up with any orders
  • Be proactive in finding solutions before something becomes an issue
  • Learn and understand our escalation process and follow it to properly close tickets
  • Solve and closeout support tickets in a timely manner
  • Assist other departments with processing orders, communicating timelines, and escalating order or delivery issues
  • Participate in ongoing customer service, sales, and product knowledge meetings and training
  • Provide feedback on the efficiency of the customer service process
  • Be the first point of contact with customers
  • Manage and prioritize support channels with speed and accuracy
  • Quickly identify and escalate issues to applicable resolution path
  • Prompt attention to detail to resolve issues with limited information
  • Troubleshoot issues and provide assistance to a broad base of customers
  • Recommend improvements to workflows and provide relevant knowledge of how the software works
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Responded to customer requests for products, services, and company information.
  • 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.
  • Experience using the following : Slack, Discord, UJET, UKG, Google work space, Zendesk, Kustomer, Amazon Connect, Hubspot, Microsoft, Humanity, etc

Substitute Teacher

Iberia Parish School Board
01.2019 - 03.2023
  • Follow lesson plans provided by the regular Teacher to create a cohesive and consistent learning experience for students
  • Manage the classroom effectively to encourage student participation, minimize distractions and maintain a positive learning environment
  • Adapt teaching methods to fit the needs of each individual student
  • Supervise students in and out of the classroom, including in the halls, on the playground and in the cafeteria
  • Take attendance according to school procedure
  • Assign homework according to teacher's lesson plans
  • Supplement lesson plans with your own class activities if lessons end early
  • Create and maintain a discipline and classroom control that fosters a safe and productive learning environment in accordance with school policies
  • Complete a report form, including absences, progress with lesson plan, disciplinary actions, positive experiences, etc
  • Provide in-class and at-home assignments based on the available lesson plan


Education

Bachelor of Science - Education

University of Louisiana At Lafayette
Lafayette, LA

High School Diploma -

New Iberia Senior High School
New Iberia, LA
05.2019

Skills

  • Computer Proficiency
  • First-Tier Technical Support
  • Delivery Scheduling
  • Research
  • Microsoft Windows
  • Customer Data Confidentiality
  • Call Center Operations
  • Microsoft PowerPoint

Timeline

Call Center Team Lead

Waitr Inc
04.2021 - 06.2022

Customer Support Agent

Waitr Inc
04.2020 - 04.2021

Substitute Teacher

Iberia Parish School Board
01.2019 - 03.2023

Bachelor of Science - Education

University of Louisiana At Lafayette

High School Diploma -

New Iberia Senior High School

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Lyndsey Morvant