Summary
Overview
Work History
Education
Skills
Timeline
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Robyn Lucas

Hartford,CT

Summary

Friendly, detail-oriented, and highly motivated individual with a passion for helping others. Seeking a Customer Service Representative position. Committed to delivering outstanding service, resolving issues quickly, and enhancing customer satisfaction through effective communication and teamwork.

Overview

3
3
years of professional experience

Work History

Customer Care Representative Seasonal

MTM Medical Transportation
08.2024 - 02.2025
  • Answer patient calls within the guidelines of call center metric objectives
  • Handle 90+ inbound/outbound calls daily via Five9 dialer system, assisting customers with overdue accounts
  • Ensure appropriate HIPAA compliance guidelines
  • Adhere to work schedule and follow call center phone procedures
  • Maintain professionalism and confidentiality
  • Provided exceptional customer service by addressing inquiries andresolving 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 doctor with dispatchers and drivers to facilitate smooth-operations and address any logistical challenges.
  • communication effectively with clients, healthcare providers, andtransportation personnel to ensure clarity and satisfaction

Customer Service Representative

Wayfair
07.2023 - 08.2024


  • Addressed post-order issues, including returns, replacements,refunds, and delivery status, to enhance the overall customer experience during the order fulfillment process.
  • Resolved customer service inquiries by fostering positive relationships and ensuring satisfaction through effective communication and problem-solving
  • Achieved and frequently exceeded company benchmarks for customer satisfaction, efficiency metrics.
  • 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.
  • Log all calls in Salesforce CRM, improving documentation accuracy by 30%.
  • Collaborate with fraud and risk mitigation teams to flag suspicious activity.
  • Received “Top Performer” award Q3-Q4 2023 for achieving highest call quality score (98.9%).

Household Coordinator

Self Employment
09.2022 - 06.2023


  • Managed daily scheduling, appointments,and logistics with strongorganizational skills.
  • Handled incoming communications with doctors, schools,andvendors promptly and clearly.
  • Resolved unexpected challenges with patience, empathy andcreative problem-solving.
  • Communicated across multiples channels (email,phone,chat) withclarity and professionalismUsed decision making and prioritization techniques to stay organized.
  • Provided consistent follow up and feedback to ensure clearexpectations were met.
  • Cultivated positive relationships with extended family members through regular correspondence via phone calls or letter writing.

Customer Care Representative Seasonal Call Center

New American Funding
05.2022 - 09.2022


  • Engage in conversation and establish rapport with customers via email and outbound telephone communication.
  • Inquire and gather information as it relates to a customer's financial situation and financial goals.
  • Educate both customers and loan officers about next steps for a customer's file.
  • Set realistic expectations for both loan officers and customers in order to maximize customer satisfaction.
  • Input data into computer system as it relates to information gathered for the mortgage loan.
  • Disposition customer files appropriately depending on the interest and ability of customers to proceed with being connected with a Loan Officer to continue the loan origination process 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 Service Representative Call Center

Walgreens
01.2022 - 05.2022
  • Assisted customers with product inquiries, prescription pickups, and returns with a friendly and respectful attitude.
  • Demonstrated knowledge of health and wellness products to guide customers to the right items.
  • Delivered prompt, courteous customer service and resolved issues in a fast-paced retail pharmacy setting.
  • Assisted customers with product selection, pharmacy pickup, returns, and promotions.
  • Responded to customer questions about prescriptions, store policies, and Walgreens rewards program.
  • Supported pharmacy staff with basic clerical tasks and ensured HIPAA compliance.
  • Met or exceeded daily sales and service goals through suggestive selling and upselling.

Education

High School Diploma - Education

Academy For Social Action
New York, NY
06.2016

Skills

    Communication (Verbal & Written)

    Multitasking & Time Data Entry Claims Processing Insurance Verification Appointment Scheduling HIPAA Compliance Electronic Health Records (EHR) Medical Billing Support Confidential Information Handling Prior Authorizations Typing Speed 50 WPM Accuracy & Attention to Detail Customer Service Support Microsoft Office Suite, Teams,Outlook Genesys Multitasking Time Management Basic medical terminology Conflict resolution Cash Handling & POS Systems Empathy

Timeline

Customer Care Representative Seasonal

MTM Medical Transportation
08.2024 - 02.2025

Customer Service Representative

Wayfair
07.2023 - 08.2024

Household Coordinator

Self Employment
09.2022 - 06.2023

Customer Care Representative Seasonal Call Center

New American Funding
05.2022 - 09.2022

Customer Service Representative Call Center

Walgreens
01.2022 - 05.2022

High School Diploma - Education

Academy For Social Action

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Robyn Lucas