Lynn Cauthen
Kershaw,South Carolina
Summary
Skilled Agent experienced in identifying the needs of the client and working to find a solution promptly and professionally. Accomplished Agent with proven track record of exceeding aggressive sales objectives. Known for strong interpersonal skills and to develop loyal customer relationships. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
16
16
years of professional experience
Work History
Remote Customer Cares Agent
Priceline
05.2018 - 01.2024
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Expanded customer base through effective networking, cold calling, and relationship-building strategies.
- Streamlined internal processes for improved efficiency and productivity within the agency.
- Spearheaded team training initiatives, equipping agents with essential skills to excel in their roles.
- Negotiated favorable contract terms for clients, securing competitive rates and coverage options.
- Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
Call Center Supervisor
TeleDirect
11.2013 - 04.2018
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
- Streamlined call center operations for increased efficiency by implementing new scheduling and workforce management strategies.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Maximized employee retention, fostering a supportive work environment and offering growth opportunities.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
- Reduced average handle time through the implementation of effective call handling techniques and scripts.
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
Call Center Team Lead
Dial America
01.2008 - 12.2013
- Increased customer satisfaction by implementing effective call center strategies and providing timely solutions to customer concerns.
- Enhanced team performance by conducting regular training sessions and motivating agents to achieve their targets.
- Reduced call wait times through efficient workforce management and proper scheduling of team members'' shifts.
- Ensured high-quality service by monitoring calls, providing feedback, and coaching team members on areas for improvement.
- Promoted a culture of continuous learning within the team by sharing resources on industry updates and best practices.
- Utilized data-driven insights to make informed decisions regarding staffing levels, shift schedules, and performance management strategies.
- Evaluated individual agent performance regularly, identifying areas for improvement and creating targeted action plans accordingly.
Education
Associate Degree in Real Estate - Real Estate
Horry-Georgetown Technical College
Conway, SC06.2005
High School Diploma -
Buford High School
Lancaster, SC06.1994
Skills
- Lead Prospecting
- Performer Promotion
- Schedule Management
- Salary Determination
- Contract Negotiations
- Service Support
- Human Resources Coordination
- Audition Coordination
- Information Documentation
- Positive Attitude
- Recordkeeping Proficiency
- Problem-Solving
Timeline
Remote Customer Cares Agent
Priceline
05.2018 - 01.2024
Call Center Supervisor
TeleDirect
11.2013 - 04.2018
Call Center Team Lead
Dial America
01.2008 - 12.2013
Associate Degree in Real Estate - Real Estate
Horry-Georgetown Technical College
High School Diploma -
Buford High School
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