Lyric Riley
Pascagoula,MS
Summary
Knowledgeable and a dedicated Customer Service professional with extensive experience in Customer Service industry. Solid team player with a positive demeanor and proven skills in establishing rapport with customers. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed, and process optimization. Articulate, energetic, and team-oriented with exemplary passion for developing relationships, satisfying customers and growing businesses.
Overview
10
10
years of professional experience
Work History
Resolution Specialist
Conduent (Apple) 8 Month Contract
02.2024 - 09.2024
- Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
- Maintained detailed records of all interactions and resolutions for future reference and analysis purposes, improving overall efficiency in handling similar cases down the road.
- Handled escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.
- Achieved significant reduction in repeat complaints, thorough analysis and addressing root causes.
- Managed high volumes of customer inquiries for efficient resolution, enhancing overall client experience.
Customer Service Specialist (CONTRACTOR)
Roth Staffing
07.2023 - 12.2023
- Maintained confidentiality of patient finances, records, and health statuses.
- Maintained high standards of customer service by building relationships with clients.
- Processed eligibility and benefits verification and authorization requests.
- Researched and resolved routine and complex issues.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Worked in Medicare and Health Insurance.
- Assist with RXclaim Release user acceptance testing and reporting.
- Process authorization to meet HIPPA/privacy and CMS requirements.
- Monitored and responded appropriately to incoming inquiries.
- Handled 50-60 calls outbound and inbound calls
- Transferred members to Rphs when they had a question about medications.
- Informed members on what insurance covered.
- Researched additional resources for members listed information (unity, lexis nexis and RXclaims)
- Called pharmacies to gather unlisted data for member.
-
Customer Service Associate
American Water
11.2021 - 02.2023
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Developed and actualized customer service initiatives to decrease wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Provided balance information
- Reported any emergencies in their area and homes
- Booked appointments
- Worked with customers to create debt repayment plans based on financial condition
- Tracked customer service cases and updated service software with customer information
- Provided assistance with customers online accounts.
Customer Service Representative
PODS Moving & Storage
07.2019 - 12.2021
- Handled 60-80 inbound calls
- Modified customer's accounts and information.
- Handled sales of pods containers for customers
- Created quotes for customers
- Scheduled appointments and container access
- Scheduled customers deliveries and pickups
- Recapped orders for customers
- Handled escalated calls
- Processed payments
- Responded to customer requests for products, services, and company information
- Utilized customer service software to manage interactions and track customer satisfaction
Customer Service Representative Agent
Alorica
08.2016 - 11.2018
- Handled 70-100 inbound and outbound calls
- Provided available balance/negative balances.
- Answered constant flow of customers calls with minimal wait times.
- Updated account information to maintain customer records.
- Handled card replacements.
- Assisted with website logins, reset passwords, changed user names.
- Provided policy and service information
- Answered general questions
- Resolved customer information and complaints
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded proactively and positively to rapid change.
- Investigated and resolved customer inquiries and complaints quickly.
Guest Room Attendant
IP Casino Resort & Spa
06.2014 - 08.2014
- Cleaned 15-20 vacant and occupied rooms.
- Changed beds, removed dirty linen and replaced it with clean linen.
- Took out the trash, dust furniture, vacuumed floors and mopped bathrooms
- Made sure every guest was comfortable and satisfied.
- Washed and cleaned windows and mirrors
- Inspected rooms to confirm adherence to department standards.
- Replenished guest rooms water bottles, glasses, toiletries and other amenities.
Education
High School Diploma -
EAST CENTRAL HIGH SCHOOL
05.2014
Skills
- Conflict Resolution
- Customer Support
- Professional services
- Customer Focus
- Phone Etiquette
- Analysis Skills
- Complaint Resolution
- Creative problem solving
- Technical Support
- Verbal and written communication
- Active Listening
- Report Creation
- Process Optimization
Timeline
Resolution Specialist
Conduent (Apple) 8 Month Contract
02.2024 - 09.2024
Customer Service Specialist (CONTRACTOR)
Roth Staffing
07.2023 - 12.2023
Customer Service Associate
American Water
11.2021 - 02.2023
Customer Service Representative
PODS Moving & Storage
07.2019 - 12.2021
Customer Service Representative Agent
Alorica
08.2016 - 11.2018
Guest Room Attendant
IP Casino Resort & Spa
06.2014 - 08.2014
High School Diploma -
EAST CENTRAL HIGH SCHOOL
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