Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
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Lyric Melvin

Richmond,VA

Summary

Professional with strong background in customer interactions and service solutions. I am one of the top agents at my current job of employment .Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals. In 2023 I have won several awards for my performances at t-mobile also been elected to train incoming training classes since 2024.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Customer Service Representative

T-Mobile
10.2021 - Current
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Analyzed customer service metrics to identify trends and develop strategies for improvement.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Customized support strategies for high-priority clients to ensure their specific needs were met.

Customer Service Representative

City Of Richmond, Ca - Local Government
06.2019 - 08.2021
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Placed tickets to the departments throughout the city of Richmond that customers will call in to request for extra assistance… department of social services , department of utilities, etc.

Customer Service Representative

Concentrix
11.2018 - 06.2019
  • Implemented rewards program that encouraged repeat business and strengthened customer relationships.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Receiving incoming calls from patients to refill and override prescriptions per there doctors or providers request

Cashier

Target
08.2018 - 03.2019
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.

Education

Diploma -

Varina High School
Richmond, VA
06.2018

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Problem resolution
  • Relationship building
  • Call center experience
  • Computer proficiency
  • Conflict resolution
  • Complaint handling
  • Microsoft Excel
  • Complaint resolution
  • Payment processing
  • Client relations
  • Professional telephone demeanor
  • Call center operations
  • Microsoft outlook
  • Scheduling
  • Follow-up skills
  • Call management
  • Paperwork processing
  • Appointment scheduling
  • Order processing
  • Team development
  • Administrative support
  • Data collection
  • Customer relationship management (CRM)
  • Staff training
  • Building rapport
  • Customer education
  • Dispute resolution
  • Store maintenance
  • Recordkeeping strengths
  • Account management

Accomplishments

    Becoming a trainer in 2024

    Being a top performing agent since 2022

Certification

Being the number 1 agent at my job company for half the year

New hire trainer

Timeline

Customer Service Representative

T-Mobile
10.2021 - Current

Customer Service Representative

City Of Richmond, Ca - Local Government
06.2019 - 08.2021

Customer Service Representative

Concentrix
11.2018 - 06.2019

Cashier

Target
08.2018 - 03.2019

Diploma -

Varina High School

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Lyric Melvin