LAYLONNY LONIAN ad4fxn@r.postjobfree.com

1-909-***-****

OBJECTIVE

Highly motivated and skilled Customer

Service professional with a proven track

record of exceeding expectations, building

strong customer relationships, and resolving

issues. Dedicated to delivering exceptional

service and achieving positive outcomes.

SKILLS

LANGUAGES

English Native

EXPERIENCE

Customer Service Representative Jun 2023 — Jan 2024 TDB West Communications

Customer Service Representative Jan 2022 — Feb 2023 Faneuil

Clerk Nov 2016 — Apr 2022

WinCo Foods

EDUCATION

High school Diploma

Alta Vista Public Charter

Call Management

Data Collection

Complaint Resolution

Data Entry

Order Fulfillment

Microsoft Office Suite

CRM System Proficiency

Customer Service

Critical Thinking

Escalation Management

Call Center Experience

Medical Terminology Knowledge

Health Insurance

Claims

Inside Sales

Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

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Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

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Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

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· Responded proactively and positively to rapid change. Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.

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Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.

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Managed approximately 50 to 80 calls per day while providing exceptional customer support and maintaining professional composure.

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· Utilized active listening skills to understand and address customer needs effectively. Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.

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Assisted customers with inquiries, troubleshooting technical issues, and resolving complaints promptly.

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Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.

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Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.

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Maintained detailed records of customer interactions, streamlining communication efforts between various departments.

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Improved first-call resolution rates with thorough issue analysis and effective problem- solving techniques.

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· Assisted customers with inquiries and resolved any issues effectively and efficiently. Resolved customer complaints professionally, leading to improved customer relations and loyalty.

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· Data entry & Quality Assurance.

· Worked with floor team and managers to meet wide range of customer needs.

· Learned duties for various positions and provided backup at key times.

· Welcomed customers and helped determine their needs. Ensured compliance with company policies and procedures while processing transactions efficiently.

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