Lynnell Lemaster
Tampa,FL
Summary
Professional call center customer service representative committed to providing effective, courteous, accurate, and detailed support. Experience managing outbound and inbound calls as well as ticket resolution within time-sensitive parameters.
Overview
8
8
years of professional experience
Work History
Customer Service Offline and Inbound
Charter Spectrum
04.2022 - Current
- Receive inbound calls and listen to understand customer needs, handle concerns quickly and escalate major issues per company protocol.
- Resolve complaints to satisfy customers and retain business.
- Seek out extra training opportunities to enhance customer relationship abilities.
- Adhere to company policies and scripts to consistently achieve call-time and quality standards.
- Thoroughly document each account to ensure accurate chain of events.
- Address customer account discrepancies and concerns.
- Place outbound customer service calls to follow up on issues.
Remote Customer Service
Neu Precision Services
06.2018 - 03.2022
- Tracked online payments in database
- Received inbound customer service calls and placed appropriate orders.
- Made outbound calls to vendors and customers to discuss and resolve account needs.
- Tracked customer service cases to ensure customer satisfaction.
Office Manager
A Step Better
01.2015 - 05.2018
- Established office standard operating procedures.
- Oversaw office inventory of durable medical equipment devices.
- Identified and resolved billing variances to ensure customer satisfaction.
- Audited and corrected billing and posting documents for accuracy.
- Increased sales by traveling to nursing facilities and engaging with nursing team to ensure patient needs were met.
Skills
- Inbound customer calls and offline support
- High-volume call center experience with 100 calls per shift
- Billing error resolution
- Microsoft Office
- Conflict resolution techniques
- Agent OS, Lexisnexis, TMS, CSG, and Workforce knowledge
- Excellent verbal and written communication skills
- Confident, articulate and professional speaker
Timeline
Customer Service Offline and Inbound
Charter Spectrum
04.2022 - Current
Remote Customer Service
Neu Precision Services
06.2018 - 03.2022
Office Manager
A Step Better
01.2015 - 05.2018
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