Customer Service Support

LB

LILLIE BYRD

************@*****.*** 773-***-**** Dolton, IL 60419

Educated Customer Service Lead with great coaching, documentation and active listening skills. Proven history of maintaining professionalism and positivity in stressful situations. Trained in Public customer service with extensive knowledge of Windows, Microsoft, and Excel. I offer 10 years in customer support and strong aptitude for working with little supervision in remote environments. Competent in listening to customer needs, meeting quality standards and staying current on product and service updates. Highly empathetic and supportive team player. Library instruction

Interlibrary loan

Literacy outreach

Materials maintenance

Audio-visual equipment

Account management

Order fulfillment

Complaint resolution

Credit card processing

Customer support

Training and development

Customer relations

Employee coaching

Technologically savvy

Call Center Operations

Report generation

Microsoft Office expertise

High-energy attitude

Conflict mediation

Call control

Program coordination

Supervision & leadership

Document management

Teambuilding

Communication

Eventkeeper Calendar

Zendesk Chat

Dolton Public Library District Dolton, IL

Circulation Supervisor

05/2022 - Current

Responsible for the management and training of a staff of seven (7). Opened and closed library during specified hours and secured library equipment.

Entered and updated patrons' records on computers. Kept impeccable records of materials borrowed and fines paid for late returns.

Created many of the library documents and procedures which were not a prior part of protocol (e.g., a Circulation Procedure Handbook, a staff training log, etc.). These logs were and are a necessary part of keeping staff updated on new procedures as presented by SWAN Libraries- a group of 100 libraries that share resources and give access to more books, media, downloads, and RAILS, "Reaching Across Illinois Library System" - a regional library system that provides services to libraries in the northern and western-central areas in Illinois.

Responsible for processing daily reports from SWAN Libraries. Responsible for staff trainings.

Responsible for conducting yearly staff evaluations. Summary

Skills

Experience

Responsible for interviewing and hiring of potential circulation clerk candidates.

Coordinated inter-library loans to fulfill patrons' requests. Troubleshot problems with library technology and coordinated repairs to printers, copiers and computer stations.

Assisted in preparation of book displays.

Answered routine inquiries and referred patrons to librarians. Designed or maintained library websites and online catalogs. Created library social media platforms (i.e., FACEBOOK PAGE, INSTAGRAM, AND YOUTUBE CHANNEL). Since the establishment of it's social media presence, Dolton Library has accumulated 556 followers for Facebook, 249 for Instagram, and 44 on YouTube.

Responsible for social media posts and the training of co-workers and ny staff for editing/uploading to sites (i.e., the use of video camera, uploading content to YouTube and Facebook as well as community content information).

Established and host two (2) monthly programs: (1) AMONG US GAME NITE (for kids ages 6 to 12) and (2) DOLTON CHESS CLUB (for ages 10 and up.).

Responsible for updating and maintaining the Eventkeeper Calendar on our website with new and ongoing programs and events for the public to access and register.

Responsible for monitoring the library's email and Zendesk Chat platform. Responsible for creating an organized and easily accessible shelving system for our collection, in both the Youth and Adult Services Departments.

Dolton Public Library District Dolton, IL

Youth Services Assistant

06/2019 - 05/2022

Assist patrons in signing up for library cards and checking out books. Attend to circulation desk by checking books in and out, issuing library cards, placing holds, and all other duties pertaining to the same. Implement and help manage summer reading program for children. Source materials that meet current needs, drive curiosity and support learning.

Train staff, students and faculty on proper use of library technology to prevent damage.

Remain up to date on emerging technology and suggest actionable improvements to improve AV quality.

As Children/Youth Team Leader, motivated and trained five staff members to visualize, create, and execute ongoing virtual programs for patrons per COVID 19 and library restrictions.

Record and publish high-definition videos of company seminars and presentations for website and social media use.

Provide troubleshooting and support for AV issues before and during presentations to manage smooth and productive activities. Make copies of reference materials for patrons and process associated fees. Answered questions and responded to inquiries to deliver high level of service to patrons.

Dearborn Financial Chicago, IL

Senior Customer Service Representative

05/1999 - 07/2005

Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.

Managed customer conflicts and challenging situations by staying calm and accessing internal knowledge bases to develop strategic solutions. Assisted customers by answering questions, addressing concerns, and providing current account information.

Educated customers about products, pricing, and policies to address and resolve issues.

As lead senior representative I was in charge of processing, scheduling, and execution of purchase orders for three elite accounts; Mutual of Omaha, AIG, and Prudential.

Consulted with customers regarding needs and addressed concerns. Created a system for my accounts which collated customer names, contact and payment information to streamline future interactions. Oversaw and guided a team of four to handle customer call escalations, training, and mentoring new employees on customer service and order processing.

Monitored customer accounts to track outstanding issues and implement new solutions and submitted monthly reports of the same to my supervisor in a timely manner.

John O' Butler Co. Chicago, IL

Customer Service Associate

02/1992 - 05/1999

Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.

Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.

Educated customers on special pricing opportunities and company offerings.

Documented conversations with customers to track requests, problems, and solutions.

Worked independently to meet and exceeded productivity targets by handling every interaction with top-notch customer service. Consulted with customers regarding needs and addressed concerns. Created accurate monthly reports of delivery of orders, missed delivery dates, shortages, and overages.

Organized and prioritized tasks and activities and worked within strict timeframes and deadlines.

Recommended improvements to products and services to mitigate complaints.

As a team player I relayed productive customer feedback to marketing teams to better improve productivity and sales per customer needs. Harold Washington College Chicago, IL

Business Communications

Education and Training

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