Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Reshma Lachman

Queens,NY

Summary

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.

Overview

20
20
years of professional experience

Work History

Customer Service Representative

NYCHA
Long Island City, NY
06.2023 - Current
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Handled over 200+ CALLS DAILY
  • Resolved customer complaints promptly and efficiently.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Updated databases with new and modified customer data.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Developed positive relationships with customers through friendly interactions.
  • Conducted regular follow-up calls with customers after resolving their issues.

Customer Service Representative

FreedomCare
New Hyde Park, NY
08.2016 - 05.2023
  • Answered 200 + CALLS Daily

  • Conducted regular follow-up calls with customers after resolving their issues.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Answered customer inquiries via phone, email, and chat.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Developed positive relationships with customers through friendly interactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Collected deposits or payments and arranged for billing.

Customer Service Representative

CVS Pharmacy Health
Howard Beach, NY
10.2004 - 07.2015
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical supporT
  • Answered 150+ call daily
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Conducted regular follow-up calls with customers after resolving their issues.
  • Answered customer inquiries via phone, email, and chat.
  • Identified opportunities for upselling additional products or services based on customer needs.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Resolved customer complaints promptly and efficiently.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Developed positive relationships with customers through friendly interactions.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.

Education

BBA - Business Administration

Baruch College
New York, NY
05-2005

Skills

  • Account management
  • Customer relationship management (CRM)
  • Refund management
  • Call escalation
  • Verbal and written communication
  • Multitasking and organization
  • Conflict resolution
  • Training development aptitude
  • Problem-solving
  • Calm demeanor
  • Active listening
  • Empathy and patience
  • Team development
  • Negotiation strategies
  • Client relations
  • Typing 45 wpm
  • Microsoft Excel
  • Office equipment proficiency

Languages

Spanish
Elementary

Timeline

Customer Service Representative

NYCHA
06.2023 - Current

Customer Service Representative

FreedomCare
08.2016 - 05.2023

Customer Service Representative

CVS Pharmacy Health
10.2004 - 07.2015

BBA - Business Administration

Baruch College

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Reshma Lachman