Lorenda Wallace

**** ******** ***,

Baltimore, Maryland 21215

Email: adt99n@r.postjobfree.com Mobile: 443-***-**** Actively seeking a fulltime customer service role with a progressive company backed by a strong customer satisfaction culture. Knowing and learning how to satisfy new and existing customers is a true craft. Offering proven customer quality skills and driven by exceeding company and personal goals along with customer needs focus. Competencies

Customer service

Sales

Cash handing

Payment processing

Client confidentiality & records management

Conflict resolution

Data entry

Call Center (inbound + outbound)

Human Resources

Food Services

Employment Experience

Customer Service Representative

ROBERT HALF – Youthworks - Baltimore, MD March 2021 - Present Responsibilities

• Conducting inbound and outbound calls to Youthworks applicants/candidates

• Utilizing a standard script and guidelines to meet service level agreements.

• Assisting with the processing of onboarding documents and applications

• Virtually receiving and organizing confidential information from candidates

• Providing follow up support to customers to confirm resolutions.

• Providing onboarding updates to candidates

Customer Service Representative

ROBERT HALF - Mackenzie Limited - Baltimore, MD Nov. 2020 - March 2021 Responsibilities

• Executed routine inbound calls regarding the company’s food products and services.

• Modified orders per the customer’s request while adhering to the company’s policies.

• Provided detailed product descriptions to enhance the customer’s experience.

• Accurately processed approximately 40-60 food orders per day

• Provided order status to customers as needed.

• Processed invoices and electronic payments

Customer Service Experience Associate / Payments processer Condudent - Baltimore, MD June 2019 – Oct. 2020

Responsibilities

• Executed routine inbound and outbound call center activities regarding the company’s products and services.

• Utilized a standard script and guidelines to meet service level agreements.

• Answered calls to determine whether it can be handled within the department.

• Addressed customers questions and concerns by routing calls to the appropriate department.

• Provided follow up support to customers to confirm resolutions.

• Provided customer with appropriate standard information requested.

• Transferred customers information into the company’s database.

• Completed daily payment reports and calculations for processing. Office Manager/Administrative Assistant

Kings Motor Auto Sales - Baltimore County, MD Feb. 2015 – Oct 2019 Responsibilities

• Generated positive customer relationships by maintaining accurate account records and providing excellent customer service

• Ensured efficient and accurate handling and the resolution of account problems

• Promptly and efficiently answered multi-line phones and direct customers to the proper department

• Followed-up on Customer inquiries in a timely manner.

• Engaged customers and adhered to their needs

• Provided knowledge of the current inventory, warranty status and cost of vehicle makes and models.

• Communicated efficiently both in-person and over the phone to ensure the Customers’ needs are met.

• Completed steps of sales (Test drive, submitting finance and warranty documentation) Personal Care Aide

Private Client Resources LLC - Baltimore County, MD May 2010 - January 2015 Responsibilities

• Preformed personal care activities that assisted the Client with daily living

• Performed client’s specific activities which were taught to me on a case by case scenario

• Maintained client’s rights and confidentiality

• Arranged appointments and accompanied Client to various locations Customer Service Representative

Global Payments - Baltimore, MD Jan. 2007 - May 2012 Responsibilities

• Trained and advised new Merchants on how to effectively us their online terminals

• Performed day to day financial transactions including verifying, classifying, computing, posting, and recording accounts receivable data

• Confirmed discrepancies and resolved client’s billing issues

• Adhered to Policies, procedures and regulations put in place by Management Education

High School Diploma

Walbrook Senior High – Baltimore, MD 1982-1985

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