Customer Service Team Lead
Resume:
Lynda DeDona
Tooele, Ut *****
*****.*********@*****.***
OBJECTIVE
To utilize my Leadership, Mentoring, Developing and Excellent Customer Service Skills within an organization that allows their employees to expand their careers and encourages one’s advancement.
Employment History
AmerisourceBergen (June 2023- May 2024)
Job Title: Inventory Team Lead
I ran morning reports using PKMS and SAP to get our daily numbers and to upload daily counts. I would make sure the team was productive and doing their job duties throughout the day. The team would perform morning inventory cycle counts. I would then follow along and do the supervisor counts and coach them on their errors. I would reach out to vendors for overages, shortages, damaged, or defective product. Provide a EOD and daily counts to my manager.
Tryke / Curaleaf (October 2021- June 2023)
Job Title: Production Team Lead
Supervised the trim room and two cure rooms, made sure the team was productive and reaching their daily numbers. Updating MJ Freeway with all the current weights and submitting cannabis for state testing.
Lexington Law Firm (July 2020- Oct 2021)
Job Title: Flex / CRT / Retention
Interact with our clients regarding their credit repair. Explain the process when sending out disputes on the clients behalf. Inform the client of the negative items that are being reported to the credit bureaus and assist them with their case setup. Make out-bound calls for non- payments and case reviews.
Wal-Mart Super Center (May 2019 – Jan 2020)
Job Title: Money Center / Customer Service
Interact with Customers, handled cash, cash drops, money orders, money grams, check cashing, bill pay, refunds, and exchanges. Promote excellent customer service relations by being helpful and friendly
Overstock.com
Oct. 2013 – Mar. 2019-(Layoff)
Job Title: Solutions Support Supervisor
Customer Care Agent (2013-2015)
Placed phone orders, tracked packages and assisted with product questions. Directed complex phone calls/emails to various departments. Resolved customer concerns in a positive way that is fair to the customer and the company by always providing options. Maintained and enhanced current customer relationships
Solution Support Supervisor (2015-2019)
Interact with Specialist and Customers, handled escalated calls, troubleshoot all escalated calls, maintaining a productive call floor, assigning out work, corresponding with all our outside partners and 3rd party vendors in a professional manner. Responsible for RTA, observing employee’s productivity, daily counts and promoting Club O Gold Sales. PAK (Practical Application of Knowledge) Coach for new CSR employee training. Provided positive feedback and reinforcement to each agent regarding customer calls. Provide side by side and coaching’s daily to develop and grow the agents. Always willing to assist and help outside my job title and always having a smile on my face and in my voice.
Wal-Mart Super Center (2009-2013)
Years Worked: 3.5
Job Title: Front End Customer Service
Interact with Customers, troubleshoot any escalated issue, handled cash, cash drops, money orders, money grams, refunds, exchanges, layaway and responsible for assisting all cashiers at the end of day for reports.
CVS Caremark/RxAmerica (2006-2009) - Layoff
Years Worked: 3 years 6 months
Job Title: Customer Service Agent
Third Party Processors for many different Pharmaceutical Insurance Companies. Manage both inbound and outbound calls. Checked status of Prior Authorizations, faxed Prior Authorizations to Doctors, placed overrides for Pharmacy’s, placed orders for members. Assisted with Mail Orders, explained to Members, Pharmacy’s and Doctors why the Medications/Prior Authorizations are rejecting/needed. Checked status of Direct Member Reimbursements (DMR) for Members. Worked with many different systems. Proactively identify solutions for the customers.
Education
• Tooele High School
• Tooele, UT Salt Lake Community College CNA
Skills and Abilities
• Customer Focused
• Supervise 10-30 employees daily.
• Consults and collaborate management in effort to resolve problems/concerns.
• Prioritizing and organization.
• Have strong verbal and written skills.
• Ability to build rapport with clients.
• Ability to prioritize and multitask.
• Positive and professional demeanor.
• 3.5 years’ experience in Oversized Freight returns and shipping. Technical Knowledge
10 keys Salesforce Pier bridge
Microsoft Word Vanity/Litle ADP
Microsoft Excel Navisphere Workday
Microsoft Office 365 Right Now (Oracle) Verint
Microsoft Power Point CS App Outlook
Internet Explorer Aspect Rev
MJ Freeway PKMS Metastorm
appTRAC Power DMS Citrix workspace
Master control
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