Robyn Lucas
Hartford,CT
Summary
Professional in customer support with strong communication and problem-solving skills. Adept at managing inquiries, resolving issues, and ensuring customer satisfaction. Known for teamwork, adaptability, and achieving results under changing conditions. Skilled in conflict resolution, empathy, and time management.
Overview
5
5
years of professional experience
Work History
Customer Care Representative Seasonal
MTM MEDICAL TRANSPORTATION
08.2024 - 02.2025
- Responded to high volume incoming/outbound calls daily , 80-100 average.
- Provided exceptional customer service by addressing inquiries and resolving issues related to medical transportation services
- Coordinated and scheduled non-emergency medical transportation for clients, ensuring timely and efficient service delivery
- Maintained accurate records of client interactions and transportation details in the company database
- Collaborated with dispatchers and drivers to facilitate smooth operations and address any logistical challenges
- Communicated effectively with clients, healthcare providers, and transportation personnel to ensure clarity and satisfaction
- Assisted in the development and implementation of customer service policies and procedures to enhance service quality
- Monitored and evaluated customer feedback to identify areas for improvement and implement corrective actions
Remote Customer Service Representative
Wayfair
07.2023 - 08.2024
- Resolved customer service inquiries by fostering positive relationships and ensuring satisfaction through effective communication and problem-solving
- Addressed post-order issues, including returns, replacements, refunds, and delivery status, to enhance the overall customer experience during the order fulfillment process
- Achieved and frequently exceeded company benchmarks for customer satisfaction, efficiency metrics (Aht-330 seconds) and issue resolution targets
- Identified improvement opportunities and reported customer call trends to management, while proficiently handling multiple software applications
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Caregiver /Household Coordinator
Self Employment
09.2022 - 06.2023
- Managed daily scheduling, appointments,and logistics with strong organizational skills.
- Handled incoming communications with doctors, schools,and vendors promptly and clearly.
- Resolved unexpected challenges with patience, empathy and creative problem-solving.
- Communicated across multiples channels (email,phone,chat) with clarity and professionalism
- Used decision making and prioritization techniques to stay organized.
- Participated in parent teacher meetings virtually, taking notes and following up with action plans
- Developed training like processes for children and caregivers using clear communication.
- Provided consistent follow up and feedback to ensure clear expectations were met.
Remote Customer Service Representative – Call Center
New American Funding
05.2022 - 09.2022
- Engaged with customers to build rapport and collect pertinent financial information through email and outbound calls
- Educated customers and loan officers on process steps, setting clear expectations to enhance satisfaction
- Accurately entered customer data into the system and managed file dispositions based on loan progression criteria
Customer Care Specialist
Walgreens
01.2022 - 05.2022
- Addressed customer inquiries and resolved issues, ensuring a satisfactory experience by adhering to standard operating procedures and guidelines
- Documented interactions comprehensively, including details, complaints, and actions taken using designated computer applications for tracking and follow-up purposes
- Collaborated with physicians, vendors, and internal teams to address and resolve complex inquiries, deferring to senior staff when necessary
- Managed communications with customers, medical offices, and third-party vendors to inform them of investigation outcomes and coordinate adjustments
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Verified accuracy of customer account information and updated when necessary.
- Took ownership of customers issues to follow problems through to resolution.
Professional Development
Online Courses
02.2021 - 12.2021
- Continuously improved own leadership abilities through professional development courses or workshops.
- Completed Customer service fundamentals through Coursera to strengthen communication and empathy skills.
- Earned a certificate in Handling customer complaints from LinkedIn earning.
- Finished training in customer support techniques using zoom and Slack.
- Completed email etiquette and business communication courses for better written correspondence.
- Studied typing for call center agents to improve accuracy and speed.
- Earned a badge in positive language in customer service.
- Completed deescalation techniques for high stress interactions.
- Took training on soft skills and emotional intelligence for client facing roles.
Sales Associate
Old Navy, Gap
09.2019 - 09.2020
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations..
- Helped customers locate products and checked store system for merchandise at other sites.
- Provided positive first impressions to welcome existing, new, and potential customers.
Education
High School Diploma -
Academy For Social Action
NY, NY05.2016
Skills
- Detail-oriented focus
- Effective multitasking
- Effective listening techniques
- Inbound and outbound call handling
- Accurate data entry
- Effective time management
- Effective conflict resolution
- Verbal communication
- Analytical problem solving
- Organizational Skills
- Critical Thinking Skills
- Empathy
- Problem-Solving
- Active Listening
- Navigate multiple screens
- Adaptability
Timeline
Customer Care Representative Seasonal
MTM MEDICAL TRANSPORTATION
08.2024 - 02.2025
Remote Customer Service Representative
Wayfair
07.2023 - 08.2024
Caregiver /Household Coordinator
Self Employment
09.2022 - 06.2023
Remote Customer Service Representative – Call Center
New American Funding
05.2022 - 09.2022
Customer Care Specialist
Walgreens
01.2022 - 05.2022
Professional Development
Online Courses
02.2021 - 12.2021
Sales Associate
Old Navy, Gap
09.2019 - 09.2020
High School Diploma -
Academy For Social Action
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