Conflict Resolution
Lyric Riley
Customer Service
Pascagoula,MS
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Customer Service industry. Solid team player with outgoing, 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
9
9
years of professional experience
3
3
years of post-secondary education
Work History
Customer Service Representative
American Water
Norwell, MA
11.2021 - 03.2023
- Managed customer's account
- Handled 50-70 high volume calls
- Provided information about their balance, past due balance, upcoming appointments, meter locations, boil water orders, any outages in their area
- Reported any emergencies in their area or homes.
- Took payments for their balance or fees.
- Provided assistance with their online accounts.
- Assisted customers with finding out who their water provider was by using different tactics
- Resolved customer issues.
- Booked appointments for clients
- Tracked customer service cases and updated service software with customer information.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Delivered prompt service to prioritize customer needs.
- Responded to inquiries and issues
- Was Responsible for troubleshooting applications
- Updated account information to maintain customer records.
- Worked with customer to create debt repayment plan based on current financial condition.
- Maintained accurate records of customer accounts, payments and payment plans.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Customer Service Representative
Pods Moving and Storage
, UT
07.2019 - 12.2021
- Handled 60-100 inbound calls.
- Modified customer's accounts.
- Handled sales of pods containers for customers
- Created quotes for customers.
- Scheduled appointments and container access
- Scheduled customers deliveries and pickups.
- Recapped orders
- Provided accurate information.
- Handled escalated calls.
- Documented each account.
- Processed payments
- Created documents of complaints.
- Offered advice and assistance to customers.
- Responded to customer requests for products, services, and company information.
- Provided primary customer support to internal and external customers.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services, and company information.
- Updated account information to maintain customer records.
- Answered constant flow of customer calls with minimal wait times.
Alorica Customer Service Representative
Alorica Calling Center
Tillmans Corner, AL
08.2016 - 11.2018
- Handled 70-100 inbound and outbound calls.
- Provided available balance/negative balances.
- Answered constant flow of customer 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 and Spa
Biloxi, MS
06.2014 - 08.2014
- Cleaned 15-20 vacant and occupied rooms.
- Changed beds, removed dirty linen and replaced it with clean linen.
- Took out trash, dust furniture, vacuumed floors and mopped bathrooms.
- Made sure every guest was satisfied.
- Washed and cleaned windows and mirrors.
- Inspected rooms to confirm adherence to department standards.
- Replenished guest room water glasses, toiletries, and paper products.
Education
High School Diploma -
East Central High School
Hurley, MS 05.2011 - 05.2014
Skills
Customer Support
Professional Services
Customer Focus
Phone Etiquette
Analysis skills
Communication skills
Complaint resolution
Creative problem solving
Technical Support
Verbal and written communication
Timeline
Customer Service Representative
American Water
11.2021 - 03.2023
Customer Service Representative
Pods Moving and Storage
07.2019 - 12.2021
Alorica Customer Service Representative
Alorica Calling Center
08.2016 - 11.2018
Guest Room Attendant
IP Casino Resort and Spa
06.2014 - 08.2014
High School Diploma -
East Central High School
05.2011 - 05.2014
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