Lynette Freeman
Merced,California
Summary
Proficient Call Center Customer service Agent with superior work ethic and expertise in working from scripted responses to resolve customer problems. Driven and responsible with adaptable, solution-oriented nature. Excellent conflict mediator and efficient multitasker. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
12
12
years of professional experience
Work History
Ter 1 Customer Service Agent
Consulting,Inc
Dallas, Texas
08.2021 - 04.2022
- Maintained excellent call stats, using scripts and effective communication skills to control calls
- Answered calls within established timeline to maintain adherence to quality and service standards
- Completed regular outbound calls to verify customer information and check on satisfaction with implemented solutions
- Anticipated needs and resolved problems to keep customers happy
- Managed customer calls efficiently in fast-paced call center environment
- Maintained customer satisfaction by addressing customer needs and resolving concerns
- Verified account information and personal data to maintain security and confidentiality
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations
- Actively listened to customers' requests, confirming full understanding before addressing concerns
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Entered customer information into customized computer system with Microsoft word to document and organize client records
- Demonstrated computer skills for data entry and answered broad variety of inquiries
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled 100 calls per day to address customer inquiries and concerns.
Customer Service Specialist
CTDI
Tracy, CA
05.2018 - 06.2021
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions
- Took payment information and other pertinent information such as addresses and phone numbers to place orders
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees
- Resolved concerns with products or services to help with retention and drive sales
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Used Microsoft Word and other software tools to create documents and other communications.
Customer Service Associate
Toys R Us
Stockton, California
05.2014 - 04.2018
- Offered customers information about products, services, prices, and exclusive offers
- Processed customer transactions according to established policies and procedures
- Used POS systems to calculate and complete customer orders and transactions
- Handled exchanges, returns, and refunds
- Anticipated needs and resolved problems to keep customers happy
- Delivered fast and friendly service regarding questions and service complaints
- Explained promotions and special offers to customers
- Improved operational efficiencies while managing customers' requests, store inventory, transactions, new purchase orders and pricing needs
- Developed community reputation through commitment to customer satisfaction and strong client relationships
Production Equipment Operator
Trinchero Family Estate
Lodi, California
01.2010 - 03.2014
- Minimized safety hazards by maintaining clean and organized work areas
- Resolved defects by correcting products and removing sub-standard items from line
- Continuously cleaned and organized work areas to remove safety hazards and maintain minimum level of production errors
- Products moved to station for further processing or packaging
- Maintained organized work area by cleaning and removing hazards
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
- Carried out day-day-day duties accurately and efficiently.
Education
Diploma - General Studies
Rudsdale High School
Oakland, CA06.1990
Skills
- Building Customer Trust and Loyalty
- Calm and Professional Under Pressure
- Understand computer hardware and software components
- Dispute Resolution
- Call Documentation
- Customer Data Confidentiality
- Inbound and Outbound Calling
- Data Entry
- MS Word
- Advanced Excel spreadsheet functions
- Organization skills
- Excellent attention to detail
- MS Outlook
- Slack
- Salesforce
- Call center customer service
Timeline
Ter 1 Customer Service Agent
Consulting,Inc
08.2021 - 04.2022
Customer Service Specialist
CTDI
05.2018 - 06.2021
Customer Service Associate
Toys R Us
05.2014 - 04.2018
Production Equipment Operator
Trinchero Family Estate
01.2010 - 03.2014
Diploma - General Studies
Rudsdale High School
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