LYNNITRA BONDS
Summary
Energetic and optimistic customer service representative with over a decade of professional experience assisting customers. Seeking to use my skill set to build rapport with clients leading to long-term business relationships. A trustworthy individual focused on honoring company ethics and preserving confidentiality.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Account Resolution Specialist
Carnival Cruise Lines
11.2023 - Current
- Resolved account discrepancies by analyzing financial data and collaborating with internal departments.
- Streamlined account resolution processes, leading to increased efficiency and reduced turnaround times.
- Collaborated with cross-functional teams to identify root causes of customer complaints and develop solutions.
- Mentored junior staff members, sharing expertise in effective communication techniques and conflict resolution strategies for better results.
- Enhanced customer satisfaction by tailoring travel packages to individual preferences and needs.
Tax Preparer-Advisor
Lynn's Tax Advisement
01.1996 - Current
- Extensive knowledge of federal and state tax regulations and over 20 years of experience in preparing and evaluating tax returns
- Maintaining 100% accuracy and ensuring my 30+ clients receive maximum benefits permitted by law
- During the years have worked in numerous tax offices as administrative assistant/ enrolled agent (Liberty Tax, HR Block, Jackson Hewitt and independent Tax /CPA firms).
Test Center Administrator
Pearson Professional Center
02.2020 - 09.2022
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance
- General office duties
- Proctored test candidates for security and enforced rules
- Maintained compliance with test center policies, practices, and procedures.
Customer Service
BCBS Of TN
07.2020 - 08.2022
- Delivered exceptional customer service to every customer/provider by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Ability to communicate with coworkers, management, and providers through several channels such as chat, email, and MS Teams
- Effectively multitasked multiple programs via multiple screens in a remote environment without distraction
- Investigated and resolved inquiries timely and accurately via phone preferably on first contact.
- Knowledge of CPT and ICD 9 codes and claim processing
- Used FACET, RX management, various software in a medical insurance environment
Tier 1 Technical Support Advisor
KellyConnect-Services
07.2020 - 08.2022
- Provided Tier 1 IT support to non-technical internal users through desk side support services
- Inbound call handling, investigated and resolved customer inquiries and complaints quickly
- Mastery of customer service management systems and databases.
Driver/Customer Service Support Representative
Amazon
05.2019 - 05.2020
- Determined best routes for driving/delivering to customer sites, accounting for such factors as weather and road construction
- Addressing customer needs with locating travel destinations and booking reservations
- Effectively manage a high-volume of inbound customer calls
- Mastery of customer service management systems and databases.
Hotel Reservation Specialist
Hyatt Corporation
08.2018 - 01.2019
- Promoted hotel brand's loyalty program
- Maintained energy and enthusiasm in a fast-paced environment
- Effectively manage a high-volume of inbound and outbound customer calls
- Analyzed and developed service goals
- Defused volatile customer situations calmly and courteously
- Mastery of customer service management systems and databases.
Tier 3 Technical Support Representative
Convergys Corporation
08.2016 - 09.2017
- Resolved service, pricing, and technical issues of customers by asking clear and specific questions
- Increased sales by educating prospects on benefits of products and services in comparison to competitors
- Maintained a clean reception area, including lounge and associated areas
- Scheduled appointments for service
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
Education
Associate of Science: Accounting -
Chattanooga State Technical Community College
01.2009
Skills
- Conflict Resolution Proficiency
- Medical Terminology
- Computer Proficiency
- Avaya Software/ Multi-Line Phone Usage
- Accurate, Detailed and Professional
- Strong Communication/Customer Service Skills
- Advanced Bookkeeping Skills
- Microsoft Office Suite
- Local, State and Federal Tax Returns
- QuickBooks Proficient
- Team Support
- Clinical and Administrative Support
Certification
Certified End User Support Tech 2004- Present
Tax Expert Certification 2000-Present
Timeline
Account Resolution Specialist
Carnival Cruise Lines
11.2023 - Current
Customer Service
BCBS Of TN
07.2020 - 08.2022
Tier 1 Technical Support Advisor
KellyConnect-Services
07.2020 - 08.2022
Test Center Administrator
Pearson Professional Center
02.2020 - 09.2022
Driver/Customer Service Support Representative
Amazon
05.2019 - 05.2020
Hotel Reservation Specialist
Hyatt Corporation
08.2018 - 01.2019
Tier 3 Technical Support Representative
Convergys Corporation
08.2016 - 09.2017
Tax Preparer-Advisor
Lynn's Tax Advisement
01.1996 - Current
Associate of Science: Accounting -
Chattanooga State Technical Community College