Lynnette Barber
Greystone Power Corporation
25
years of professional experience
Results-driven Senior Customer Service Representative with experience in fast-paced environments. Skilled in resolving complex inquiries and enhancing customer satisfaction. Strong communicator and conflict resolver, fostering team collaboration. Committed to driving operational improvements and building lasting client relationships.
Work History
Senior Customer Service Representative
15 Years 5 Months- Supervised and motivated a team of customer service representatives to consistently meet performance metrics, achieving a 96% accuracy rate.
- Managed high-volume customer interactions (800+ inquiries monthly) across phone, virtual, and in-person channels while maintaining service excellence.
- Monitored and evaluated inbound and outbound customer interactions to assess communication effectiveness, technical accuracy, and compliance with policies, contributing to improved service quality.
- Conducted quality assurance reviews and provided structured feedback and coaching to improve employee performance and customer satisfaction outcomes.
- Assessed training needs and developed onboarding and continuous training programs to improve employee performance, customer service delivery, and operational efficiency.
- Collaborated with cross-functional teams and subject matter experts to ensure training content accurately reflected organizational processes and customer service expectations.
- Analyzed performance data and internal reports to identify trends, root causes, and opportunities for service improvement.
- Led quality calibration efforts to ensure consistency, fairness, and accuracy in performance evaluations across the team.
- Supported continuous improvement initiatives by implementing process enhancements that directly improved service quality and operational efficiency.
Campaign Field Representative
3 Months- Conducted high-volume face-to-face outreach, engaging residents in one-on-one conversations to provide information and address concerns.
- Used strong communication and interpersonal skills to answer questions and provide information.
- Established strong connections with individuals from diverse backgrounds in a short timeframe. with individuals from diverse backgrounds.
- Maintained detailed records of outreach activities and community responses to inform strategy and improve engagement efforts.
- Implemented structured onboarding and training programs to ensure new hires were equipped with knowledge of systems, policies, and job responsibilities.
- Facilitated orientation sessions and developed onboarding materials, checklists, and training guides to enhance employee readiness and ensure compliance.
- Collaborated with hiring managers and aligned recruitment and onboarding strategies with workforce and operational needs.
- Maintained and updated training documentation to reflect policy changes, system updates, and procedural improvements.
- Took proactive steps to improve processes and support team objectives., professionalism, and the ability to work independently.
Office Manager
11 Years 11 Months- Oversaw front office operations, ensuring high-quality customer service and adherence to company procedures.
- Facilitated staff meetings, fostering open communication and promptly addressing concerns.
- Addressed customer complaints effectively.
- Trained and coached staff on customer interaction standards, administrative processes, and system usage.
- Conducted staff performance evaluations, providing insights to support individual development and skill enhancement.
- Provided leadership, insight and mentoring to newly hired employees , supplying knowledge of various company programs.
- Monitored service performance and implemented process improvements, increasing customer satisfaction and operational efficiency.
Education
- Sociology
Skills
Customer relationship management
Employee Training
Training & development
Customer Retention
Customer Interaction
Client Engagement
Escalation support
Project management
Process improvement
Data management
Digital Communication
Team building
Recruitment Coordination
Decision Making
Problem solving and organization
Transaction Management
Brand management
Timeline
Campaign Field Representative
GBI Enterprise
09.2022 - 12.2022Read More
Senior Customer Service Representative
Greystone Power Corporation
01.2008 - 06.2023Read More
Office Manager
The Nedlaw Agency
04.1998 - 03.2010Read More
Albany State University
from Sociology
Read More