McKenzie Lutin
Mobile,AL
Summary
Customer service professional with history of driving customer satisfaction and team success. Known for effectively managing teams and fostering collaborative work environment. Consistently adaptable to evolving customer needs, leveraging conflict resolution and leadership skills to achieve results.
Overview
7
7
years of professional experience
Work History
Lead Customer Service Manager
Alorica
06.2023 - Current
- Reduced employee turnover by fostering a positive work environment and offering competitive compensation packages.
- Collaborated with cross-functional teams to resolve complex issues in a timely manner.
- Managed multiple projects simultaneously, ensuring deadlines were met while maintaining high-quality work standards.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Package Handler Trainer
FedEx:Ground
02.2022 - 06.2023
- Mentored new hires in the role of package handler, fostering a supportive learning environment for their professional growth.
- Facilitated hands-on training sessions to ensure all package handlers understood proper techniques and equipment usage.
- Collaborated with management to address specific skill gaps and tailor training programs accordingly.
- Increased employee retention, providing consistent feedback and constructive criticism during one-on-one coaching sessions.
Customer Service Representative
IQor
04.2020 - 02.2022
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
- Reduced wait times through efficient call handling, enhancing overall customer satisfaction rates.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
Customer Service Representative
Dick's Sporting Goods
05.2018 - 04.2020
- 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.
Education
High School Diploma -
Ben C Rain Highschool
Mobile, AL05-2018
Skills
- Excellent time management skills
- Adherence to high customer service standards
- Training and mentoring
- Exceptional interpersonal communication
- Customer-focused
- Microsoft Excel
Timeline
Lead Customer Service Manager
Alorica
06.2023 - Current
Package Handler Trainer
FedEx:Ground
02.2022 - 06.2023
Customer Service Representative
IQor
04.2020 - 02.2022
Customer Service Representative
Dick's Sporting Goods
05.2018 - 04.2020
High School Diploma -
Ben C Rain Highschool
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