Lyrick Johnson-Banks
Orange Park,FL
Summary
I am a proven problem-solver and customer service expert, adept at resolving conflicts and improving customer loyalty . Who has excelled in roles requiring critical thinking and Microsoft Office proficiency, enhancing team productivity and customer satisfaction. I have achieved significant improvements in process efficiency, showcasing a blend of technical and interpersonal skills. While bringing top-notch skills in adaptability, oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Maximus
12.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests for products, services, and company information.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Learned and adapted quickly to new technology and software applications.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Paid attention to detail while completing assignments.
- Met customer call guidelines for service levels, handle time and productivity.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Warehouse Associate
HCA Warehouse
05.2022 - 08.2022
- Consistently met or exceeded productivity targets while maintaining high standards for quality and safety.
- Prepared orders for shipment by picking, packing, and labeling merchandise.
- Operated various types of equipment such as forklifts, pallet jacks, or hand trucks safely while moving products throughout the facility.
- Displayed adaptability by taking on various roles within the warehouse as needed, including receiving, shipping, or inventory control duties.
- Assembled pallets and crates for secure transportation of materials.
City Carrier Assistant
USPS
08.2022 - 12.2023
- Followed Postal Service policies and procedures to maintain integrity of mail and protect customer information.
- Responded to customer inquiries about delivery, forwarding and other postal services quickly to provide quality customer services.
- Employed GPS and other navigational tools to find shortest routes to locations.
- Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
- Planned and cased mail in sequence of delivery for designated route.
- Efficiently managed time and resources to ensure timely completion of route assignments while meeting delivery standards.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Adhered to safety protocols when handling hazardous materials or heavy packages in accordance with USPS guidelines.
- Collected mail from letter boxes on specific route both on foot and by vehicle.
- Loaded and secured items in trucks to avoid damage to parcels during delivery.
Overnight Content Review Analyst
Genpact
06.2019 - 06.2022
- Demonstrated strong attention to detail when identifying discrepancies between submitted content and platform requirements.
- Established productive working relationships with colleagues through effective communication and collaboration.
- Played a key role in maintaining a safe online community by swiftly addressing non-compliant or harmful content.
- Supported ongoing platform enhancements by providing detailed feedback and recommendations for content review process improvements.
- Proofread, edited and evaluated final copy to verify content aligned with established guidelines.
BDC Representative
Nimnicht Buick GMC
06.2017 - 06.2019
- Contributed to team success by consistently meeting or exceeding individual performance goals.
- Identified and solved problems with minimal guidance to minimize disruptions to business.
- Supported company growth initiatives through participation in marketing campaigns, promotional events, and product launches.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Provided exceptional customer service through active listening, empathetic responses, and timely problem resolution.
- Optimized CRM system usage for efficient tracking of leads, prospects, and client communication history.
- Nurtured existing client relationships through regular check-ins via phone or email correspondence.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Recorded accurate and efficient records in customer database.
Overnight Stock Associate
Walmart
06.2015 - 01.2017
- Ensured timely product availability for customers by efficiently unloading and stocking merchandise.
- Maintained tidy and clean work areas to promote optimal productivity and safety standards.
- Stocked shelves to match planogram images and instructions.
- Assisted customers by finding items quickly to boost store satisfaction rates.
- Kept aisles clear and clean while restocking to prevent accidents and enable others to easily pass by.
- Proactively identified opportunities for process improvement within the overnight stocking operation, sharing insights with management for potential implementation.
- Demonstrated adaptability by taking on additional tasks or responsibilities as needed to support overall store operations during overnight shifts.
- Greeted store customers and discussed needs.
- Stocked designated items on shelves, end caps and displays.
Education
High School Diploma - General Studies
Southern Guilford High School
Greensboro, NC06.2014
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Types 40 WPM
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Money handling abilities
- Microsoft Excel
- Payment Processing
- Professional telephone demeanor
- Scheduling
- Follow-up skills
- Call Management
- Product Knowledge
- Paperwork Processing
- Appointment Scheduling
- Order Processing
- Team Development
- Documentation
- Administrative Support
- Microsoft Office Suite
- Microsoft PowerPoint
- Microsoft Outlook
- Technical Support
- Clerical Support
- Dispute Resolution
- Multi-line phone talent
- Service Upselling
Certification
Lean Digital Certification
Timeline
Customer Service Representative
Maximus
12.2023 - Current
City Carrier Assistant
USPS
08.2022 - 12.2023
Warehouse Associate
HCA Warehouse
05.2022 - 08.2022
Overnight Content Review Analyst
Genpact
06.2019 - 06.2022
BDC Representative
Nimnicht Buick GMC
06.2017 - 06.2019
Overnight Stock Associate
Walmart
06.2015 - 01.2017
High School Diploma - General Studies
Southern Guilford High School
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