Customer Service Call Center

LAVONIA HAMMONDS

**********@*****.*** 912-***-**** Vidalia, GA 30474

Summary

Customer-focused Call Representative with background in managing customer queries and resolving issues promptly. Possess strong communication skills, problem-solving ability, and knowledge of CRM tools. Significant impact on enhancing customer satisfaction levels in previous roles through proactive resolution of concerns and complaints.

Skills

Customer Service

Customer Correspondence

CRM Software

Call handling

Account Management

Account Security

· Issue and Complaint Resolution

Working efficiently within a remote setting

· Call Documentation

· 55 wpm Typing Speed

Microsoft Teams

Microsoft Office

· Problem Resolution

· Call Center Environments

· Google Suite

· Project Management

Experience

Call Representative Dynata - Vidalia, GA 07/2024 - Current

Analyzed data collected and identified trends in survey responses.

Conducted in-person and telephone surveys to obtain demographic information from respondents.

Developed interview questions to ensure accuracy of survey results.

Provided technical support to survey participants during the process.

PCA Rescare Homecare - Vidalia, GA 03/2019 - Current

Provided personal care assistance to elderly and disabled individuals in their homes, including bathing, dressing, grooming, transferring, toileting and feeding.

Assisted clients with medication management by reminding them to take medications on time as prescribed by the doctor.

Maintained accurate records of client care services provided on a daily basis.

Helped patients to perform range-of-motion exercises as instructed by physical therapists or other healthcare professionals.

Performed light housekeeping duties such as changing bed linens, doing laundry, washing dishes and vacuuming carpets.

Accompanied clients to doctor's appointments and outings when necessary.

Provided emotional support and companionship to elderly clients experiencing loneliness or depression.

Educated families about proper nutrition for their loved ones in order to maintain good health.

Responded promptly to emergency situations according to established protocols.

Ensured safety of patients by using appropriate lifting techniques while assisting them with mobility activities.

Transported clients from one location to another in an efficient manner.

Prepared meals according to dietary guidelines set forth by the physician or dietitian.

Managed household duties such as grocery shopping and errand running for clients who are unable to do so themselves.

Assisted patients with recreational activities such as reading books or playing board games.

Customer Service Representative NexRep - Vidalia, GA 01/2023 - 05/2024

Providing customer service via online chat or telephone call. Providing a positive experience for the customer that leads to a positive and satisfactory outcome for the client. Handles all inquiries with professionalism.

Provided excellent customer service to resolve customer complaints in a timely manner.

Assisted with the review and reconciliation of payroll data, including timesheets, deductions, and other related information.

Processed payroll for up to 30 employees weekly using specialized software.

Reviewed employee tax forms to ensure compliance with federal regulations.

Performed calculations to ensure accuracy of all salary payments.

Resolved discrepancies in employee paychecks on an individual basis.

Customer Service Team Lead (Hybrid) TurboTax - Vidalia, GA 11/2021 - 10/2022

provided excellent customer service to 100+customers per month leading to a 30% improvement in customer satisfaction ratings.succesfully troubleshooted customer inquiries resulting in a 90% first call resolution. Answered questions and concerns regarding turbotax products and software

· Set attainable daily, weekly and monthly goals and game plans for the grievance department.

· Cross-trained new team members, resulting in 17% increase in customer satisfaction ratings from the time I was hired.

· Engaged with customers through live chat, email, and phone with the goal of establishing a relationship and ensuring they feel satisfied with the service they received before ending the interaction.

· Successfully multitasked while navigating various functions of the companies service management system.

· Volunteered to handle complaints and issues for manager during busy time periods and work some overnight shifts as needed

Customer Service Representative Qualfon careers - Vidalia, GA 01/2020 - 05/2021

Delivered engaging interactions with customers via phone or email chat to ensure they recieved a positive experience. Helped customers with my extensive knowledge of products in a caring and friendly way. analyzed and investigated customer complaints to resolution status . adhered to all company policies and standards.

· Maintained a customer resolution rate of 95% over my tenure with the company.

· Upheld quality control policies and procedures to increase customer satisfaction.

· Participated in ongoing proprietary product trainings and certifications to become more of an asset and advance my knowledge in problem solving, CRM software, and customer service.

· Led team engagement to assist cross-functional departments and achieve goals.

Education and Training

St. James Academy, Fort Pierce Florida 05/2005

High School Diploma

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