LYNN SEPHORAH LOCHARD
Quincy,MA
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. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.
Overview
4
4
years of professional experience
Work History
Customer Service Agent
GINSURANCE MULTI SERVICES
Mattapan, MA
10.2023 - Current
- Assisted customers with inquiries regarding products and services through phone, email, and chat.
- Provided product information to customers in a timely manner.
- Resolved customer complaints quickly and efficiently.
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
- Processed refunds, returns, exchanges, and order cancellations according to policy.
- Collaborated with other departments such as logistics and sales to resolve customer issues.
- Followed up with customers via phone or email after purchase was made to ensure satisfaction.
- Performed administrative duties related to customer service such as filing documents or completing paperwork.
- Provided technical support over the phone when needed.
- Managed high volume of inbound and outbound customer calls.
- Monitored customer feedback through surveys and other methods for quality assurance purposes.
Supervisor of Operations
ASSOCIATION FOOD DISTRIBUTION
PORT-AU-PRINCE, HAITI
12.2019 - 01.2021
- Identified, developed and maintained relationships with key customers and partners.
- Developed and implemented sales strategies to maximize revenue growth.
- Managed a team of sales personnel to ensure performance goals were met or exceeded.
- Analyzed customer feedback to identify areas for improvement in products and services.
- Created detailed reports on sales performance metrics and trends.
- Conducted market research to identify new business opportunities.
- Developed budget plans for marketing campaigns and promotional activities.
- Implemented effective pricing strategies that increased profits while maintaining customer loyalty.
- Utilized CRM systems to track leads, manage accounts and monitor competitor activity.
- Provided regular training sessions for staff on sales techniques, product knowledge and customer service standards.
- Attended trade shows, conferences and industry events to promote the company's brand image.
- Oversaw daily operations of the department, including personnel management, budgeting and scheduling.
- Coordinated with other departments to ensure smooth flow of work processes and communication.
- Developed and implemented policies and procedures for efficient workflow.
- Ensured compliance with all applicable laws, regulations, and standards.
Education
Bachelor of Science - Criminal Justice
QUISQUEYA
HAITISkills
- Call Control
- Information Verification
- Database Research
- Problem Resolution
- Documentation and Reporting
- Outstanding Communication Skills
- Information Updates
- Billing Inquiries
Languages
English
Limited
Russian
Full Professional
French
Native/ Bilingual
HAITIAN CREOLE
Native/ Bilingual
Timeline
Customer Service Agent
GINSURANCE MULTI SERVICES
10.2023 - Current
Supervisor of Operations
ASSOCIATION FOOD DISTRIBUTION
12.2019 - 01.2021
Bachelor of Science - Criminal Justice
QUISQUEYA
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