Mary Pyant
Lexington,KY
Summary
Dynamic Customer Service Representative with proven success at Corpay, excelling in problem resolution and customer satisfaction. Leveraged active listening and CRM expertise to enhance service delivery, achieving high retention rates. Recognized for effectively managing high-stress situations and fostering strong client relationships, contributing to overall business growth.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Corpay
Lexington, KY
01.2023 - Current
- Assisted customers with inquiries, providing accurate information and support for account management.
- Resolved customer issues efficiently, ensuring satisfaction through effective communication and problem-solving skills.
- Processed transactions quickly, maintaining accuracy while managing high call volumes in fast-paced environments.
- Utilized CRM software to track customer interactions, enhancing service delivery and follow-up procedures.
- Collaborated with team members to improve service processes, contributing to a cohesive work environment.
Resident Assistant
Morning Pointe Senior Living
Lexington Ky
12.2021 - 12.2022
- Facilitated daily activities and social programs for residents, enhancing community engagement.
- Assisted in medication management, ensuring compliance with health protocols.
- Supported residents with daily living tasks, promoting independence and dignity.
- Coordinated communication between residents, families, and healthcare staff to address needs effectively.
- Mentored new resident assistants on best practices and operational procedures.
- Developed and implemented individualized care plans based on resident assessments.
- Streamlined documentation processes for resident care, improving accuracy and efficiency.
- Attended, participated, and contributed to monthly staff meetings addressing resident needs.
- Responded to room transfers, incident reports, and maintenance requests.
- Managed front desk operations during assigned shifts, assisting visitors with inquiries while maintaining accurate records of residence hall activities.
- Assisted residents in preparing for activity and social programs.
- Assisted residents with daily dental and mouth care, bath functions, and hair care.
- Changed bed linens, dumped trash, and smoothly handled maintenance issues to promote resident comfort.
- Conducted regular room inspections to ensure adherence to residence hall policies, maintaining a clean and organized living environment.
- Monitored building access during evening hours to provide a secure living environment while fostering strong relationships with residents.
Customer Service Representative
Red Mile Entertainment
Lexington Ky
12.2017 - 12.2022
- Conducted training sessions for new hires, sharing knowledge of best practices and company policies.
- Implemented feedback mechanisms to identify areas for improvement in customer service operations.
- Developed and maintained strong relationships with clients, fostering loyalty and repeat business through exceptional service efforts.
- 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 rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Improved resolution time with effective problem-solving for customer complaints.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
Customer Service Representative
Conduent Call Center
Lexington Ky
05.2013 - 05.2017
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- 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.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
Education
Bachelor of Science -
Gwinnett Technical College
Lawrenceville, GASkills
Customer service
Active listening
Critical thinking loop
Problem resolution
Call center experience
Computer proficiency
Complaint handling
Microsoft Excel
Customer satisfaction measurement
Professional telephone demeanor
Customer relationship management (CRM)
De-escalation techniques
Building rapport
Dispute resolution
Multi-line phone tal
Research
Reading comprehension
Timeline
Customer Service Representative
Corpay
01.2023 - Current
Resident Assistant
Morning Pointe Senior Living
12.2021 - 12.2022
Customer Service Representative
Red Mile Entertainment
12.2017 - 12.2022
Customer Service Representative
Conduent Call Center
05.2013 - 05.2017
Bachelor of Science -
Gwinnett Technical College