Customer Service Support Specialist

Lawrence Robinson

**********@*****.*** 708-***-**** Glendale Heights, IL

SUMMARY

Dedicated professional with 12 years of experience seeking a Customer Support Specialist role. Proven expertise in customer service and retention strategies, demonstrated through roles such as Customer Loyalty Agent and Account Management Associate. Strong skills in call center operations, interpersonal communication, and quality control, ensuring exceptional customer experiences and satisfaction. WORK EXPERIENCE

Working Solutions USA

Customer Loyalty Agent WFH Sep 2023 - Present

• Manage customer accounts for OnStar Vehicle Services, implementing necessary modifications and ensuring effective orientation.

• Coordinate emergency assistance efforts by liaising with EMS and 911 services, utilizing satellite technology to enhance user safety.

• Maintain accurate tracking of vehicle location status for GM & CVO vehicles, strictly adhering to legal scripting protocols.

Comcast USA

Account Management Associate WFH Jan 2023 - Aug 2023

• Managed billing inquiries and executed daily data entry to ensure accurate account adjustments and upgrades.

• Informed customers about services, benefits, and protection options to enhance their understanding and overall experience.

• Maintained an 81% customer retention rate through effective call management and delivery of quality-assured service.

Chicago Transit Authority Chicago, Illinois

Rail Transportation Clerk Jun 2021 - Aug 2022

• Coordinated daily rail operations, ensuring accurate scheduling and seamless communication across departments.

• Maintained precise records to support efficient transit services and operational compliance.

• Facilitated effective interdepartmental communication to enhance service reliability and passenger satisfaction. Combined Rail Operator Dec 2015 - Aug 2021

• Developed and implemented scheduling processes for rail personnel, enhancing operational efficiency and coverage.

• Conducted equipment audits and ensured accurate record-keeping for inventory management and safety compliance.

• Managed payroll adjustments and administered mandatory drug testing in accordance with regulatory standards. Customer Service Assistant Apr 2013 - Dec 2015

• Conducted inspections and maintenance on rail equipment to ensure operational safety and reliability.

• Performed troubleshooting and repairs on rail systems, reducing service disruptions.

• Assisted passengers with directions and information, enhancing customer satisfaction. Ray Graham Assoc. Elmhurst, IL

Life Skills Instructor May 2012 - Feb 2013

• Managed a specialized learning center, ensuring staff compliance with schedules and completion of tasks while maintaining financial accountability for operations.

• Developed and implemented daily curricula for three specialized classrooms, including Alzheimer's and Dementia rooms, and addressed staff performance, clinical, safety, and physical needs. EDUCATION

Northern Illinois University

4 yrs of Study, Economics

IL

Walther Lutheran High School

High School Diploma, N/A

IL

SKILLS

Call Center • Customer Service • Retention Strategies • Interpersonal Skills • Sales Retention • Quality Control • Excel

• PowerPoint • Word • HTML Coding (Web Design)

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