Suzanne Lee
Lyndon
Summary
Proven to excel in enhancing customer experiences, I leveraged my expertise in CRM and active listening at Wahl Clipper Corporation to significantly improve customer satisfaction. My adeptness in conflict resolution and maintaining professionalism under pressure led to being recognized as a top performer, demonstrating my ability to foster positive relationships and resolve issues efficiently.
Overview
17
17
years of professional experience
Work History
Technical Support/Customer Service/Social Media Specialist
Wahl Clipper Corporation
11.2013 - Current
- Maintained company's social media presence by posting messages, answering posts, and monitoring responses.
- Managed social media accounts, ensuring timely responses to comments, messages, and reviews for enhanced customer service.
- Enhanced customer engagement with the creation of relevant and shareable content across various platforms.
- Upheld a consistent brand voice across all channels, tailoring messaging to align with specific platform demographics while maintaining overall company identity.
- Met multiple deadlines using strong task prioritization skills.
- Reduced response times to inquiries on social media platforms, enhancing overall customer service experience.
- Improved customer satisfaction by offering timely support and information through social media channels.
- 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.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in training programs to enhance product knowledge and customer service skills.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
Medical Receptionist
CGH Medical Center
08.2007 - 11.2013
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
- Managed high call volumes, directing calls to appropriate departments while maintaining a polite and professional demeanor.
- Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.
- Maintained current and accurate medical records for patients.
Education
Associate of Applied Science - Criminal Justice/Law
Sauk Valley Community College
Dixon, IL05-1995
Skills
- Customer service
- Active listening
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Computer proficiency
- Conflict resolution
- Complaint handling
- Complaint resolution
- Payment processing
- Client relations
- Professional telephone demeanor
- Customer relationship management (CRM)
- Clerical support
- Live chat support
Timeline
Technical Support/Customer Service/Social Media Specialist
Wahl Clipper Corporation
11.2013 - Current
Medical Receptionist
CGH Medical Center
08.2007 - 11.2013
Associate of Applied Science - Criminal Justice/Law
Sauk Valley Community College
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