Lynette Hall
Quincy,FL
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
Conduent
Tallahassee, FL
07.2019 - Current
- Interact with customers to provide information in response to inquiries about Medicare benefits, products, and services and to handle and resolve complaints according to their plan specific needs.
Foundation Director
That's So Me LLC
Blountstown, FL
03.2015 - Current
- Confer with board members, organization officials, or staff members to discuss issues, coordinate activities, or resolve problems
- Analyze operations to evaluate performance of a company or its staff in meeting objectives or to determine areas of potential cost reduction, program improvement, or policy change
- Direct or coordinate an organization\'s financial or budget activities to fund operations, maximize investments, or increase efficiency.
Customer Service Representative
Intuition College Savings Solutions
Tallahassee, FL
11.2018 - 06.2019
- Assisting families, foundations, and other organizations with setting up and managing
- Florida Prepaid college plans and 529 savings plans by offering technical support, price rates and customer service assistance on a plan by plan basis to set up a successful financial future for upcoming future college students.
Regulatory Specialist II
Department of Agriculture, Consumer Services
Tallahassee, FL
02.2017 - 09.2018
- Analyze data to determine answers to questions from customers or members of the public
- Transmit information or documents to customers, using computer, mail, or facsimile machine
- Operate telephone switchboard to answer, screen, or forward calls, providing information, taking messages, or scheduling appointments.
VISAT Volunteer Developer
AmeriCorps Second Harvest of the Big Bend
Tallahassee, FL
11.2015 - 11.2016
- Conduct reference or background checks on volunteers.
- Contact volunteer applicants to inform them of the status of their volunteer applications
- Choose volunteers and process volunteer-related paperwork
- Conduct orientation sessions and arrange volunteer training for new hires
- Attend community events, meetings, or conferences to promote organizational goals or solicit donations or sponsorships
- Create or update donor databases
- Develop strategies to encourage new or increased contributions of volunteers
- Develop or implement fundraising activities, such as annual giving campaigns or direct mail programs.
Youth Employment Specialist
AmeriCorps Goodwill! GoodWorks
Tallahassee, FL
10.2014 - 08.2015
- Monitor, evaluate, or record training activities or program effectiveness for youth
- Offer specific training programs to help youth participants maintain or improve job skills
- Assess training needs through surveys, interviews with youth, focus groups, instructors, or customer representatives
- Develop alternative training methods if expected improvements are not seen within youth participants
- Evaluate training materials prepared by instructors, such as outlines, text, or handouts to help youth grasp training concepts
- Design, plan, organize and direct orientation and training for youth in industrial or commercial establishments.
Customer Care Representative
Affiliated Computer Services
Tallahassee, FL
11.2011 - 10.2014
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Determine charges for services requested, collect deposits or payments, or arrange for billing
- Refer unresolved customer grievances to designated departments for further investigation as well as the handling of escalated calls
- Review insurance policy terms to determine whether a particular loss is covered by insurance
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
- Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
HealthCare Specialist
Leonard Healthcare LLC
Blountstown, FL
01.2007 - 11.2011
- Answer telephones and direct calls to appropriate staff
- Greet visitors, ascertain purpose of visit, and direct them to appropriate staff
- Operate office equipment, such as voice mail messaging systems, and use word processing, spreadsheet, or other software applications to prepare reports, invoices, financial statements, letters, case histories, or medical records
- Compile and record medical charts, reports, or correspondence, using typewriter or personal computer
- Transmit correspondence or medical records by mail, e-mail, or fax
- Receive and route messages or documents, such as laboratory results, to appropriate staff
- Answer patient call signals, signal lights, bells, or intercom systems to determine patients' needs
- Apply clean dressings, slings, stockings, or support bandages, under direction of nurse or physician
- Change bed linens or make beds.
Customer Service Representative
Conduent
Tallahassee, FL
06.2019 - 2021
- Interact with customers via telephone to provide information in response to inquiries about their current Medicare benefits, products and services and to handle and resolve complaints on a case by case bases.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
Education
Medical Assisting Certificate - Medical/Healthcare
Lively Technical Center
Tallahassee, FL07.2023
Associate of Science - Occupational Therapy
Chipola College
Marianna, FLAssociate of Science - Nursing
Tallahassee Community College
Tallahassee, FLHigh School Diploma - Information Technology
Lively Technical Center
Tallahassee, FL05.2002
Skills
- Leadership skills (Less than 1 year), Call Center, CSR, Customer Care, Customer Service
- Customer
- Support
- Additional Information
- Skilled in cultivating positive relationships with clients and colleagues; particularly
- Adept at
- Communicating with clarity and diplomacy to individuals from diverse cultural and
- Organizational
- Backgrounds A skilled communicator; able to synthesize and deliver complex information
- To diverse
- Audiences Strong leadership skills; able to prioritize, delegate tasks, and make sound
- Decisions quickly
- While maintaining a focus on the bottom line
- Issue and Complaint Resolution
- Creative Problem Solving
- Verbal and Written Communication
- Data Entry and Maintenance
- Multitasking and Prioritization
- 45 wpm Typing Speed
- Customer Service
- Efficient and Detail-Oriented
- Understanding Customer Needs
- Call Documentation
- Calm and Professional Under Pressure
- Office Equipment Proficiency
- Clerical Support
References
References available upon request.
Timeline
Customer Service Representative
Conduent
07.2019 - Current
Customer Service Representative
Conduent
06.2019 - 2021
Customer Service Representative
Intuition College Savings Solutions
11.2018 - 06.2019
Regulatory Specialist II
Department of Agriculture, Consumer Services
02.2017 - 09.2018
VISAT Volunteer Developer
AmeriCorps Second Harvest of the Big Bend
11.2015 - 11.2016
Foundation Director
That's So Me LLC
03.2015 - Current
Youth Employment Specialist
AmeriCorps Goodwill! GoodWorks
10.2014 - 08.2015
Customer Care Representative
Affiliated Computer Services
11.2011 - 10.2014
HealthCare Specialist
Leonard Healthcare LLC
01.2007 - 11.2011
Medical Assisting Certificate - Medical/Healthcare
Lively Technical Center
Associate of Science - Occupational Therapy
Chipola College
Associate of Science - Nursing
Tallahassee Community College
High School Diploma - Information Technology
Lively Technical Center
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