Customer Service Representative

LORI HOLLIS

PERSONAL DETAILS

RED LION, ***** UNITED STATES

*************@*****.***, 410-***-****

Gender: Female

Nationality: White

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PROFILE

Customer service professional with over 22 years of extensive experience in stakeholder collaboration and problem-solving. Demonstrates expertise in managing internal processes and delivering exceptional service, recognized for strong communication and conflict resolution skills. Proactive and reliable, consistently driving team and organizational success through effective account management and customer satisfaction initiatives.

Dedicated customer service officer with a proven track record of fostering customer loyalty through attentive support and proactive issue resolution. Experienced in managing complex client accounts, coordinating cross-functional teams, and implementing process improvements to enhance service delivery and operational efficiency.

Skilled at managing high-volume customer interactions with empathy and precision, adept at training clients and internal teams to ensure seamless onboarding and service excellence. Committed to continuous learning and growth to deliver outstanding customer experiences and contribute effectively to organizational goals.

EDUCATION

Southwestern High School Sep 1988 - Jun 1991

Baltimore

EMPLOYMENT

CUSTOMER SUCCESS SPECIALIST Feb 2025 - Aug 2025

Entrigty Smart powered by VIZpin, Lancaster, PA

Deliver empathetic support, enhancing customer satisfaction and retention. Manage account setups with precision, ensuring efficiency and accuracy. Lead client onboarding, offering training for successful transitions. Resolve customer issues by identifying causes and implementing solutions. Coordinate shipping, maintaining records for timely deliveries. Provided empathetic support to clients, fostering trust and loyalty while resolving inquiries effectively. INSIDE SALES & CUSTOMER SERVICE REPRESENTATIVE Oct 2021 - Nov 2024 Datum Storage Solutions, York, PA

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Handled a high volume of customer interactions while maintaining a friendly and solution-focused approach.

Processed orders, onboarded new clients, and worked closely with production and logistics teams. Managed West Coast accounts, supported lead qualification, and trained new hires. Partnered with internal teams to resolve concerns and implement operational improvements. Researched and resolved issues involving accounting, service, and delivery. INSIDE SALES & CUSTOMER SERVICE REPRESENTATIVE Jan 2016 - Jan 2021 ISG Technologies, Towson, MD

Responded to complex inquiries and complaints with professionalism and efficiency. Maintained accurate CRM records and collaborated with sales and logistics departments. Handled billing, collections, and escalated service issues. Delivered customized solutions and supported customer retention initiatives. CUSTOMER SERVICE REPRESENTATIVE May 2003 - Nov 2015 Tessco Technologies, Cockeysville, MD

Improved support workflows and maintained detailed inventory and customer databases. Worked cross-departmentally with sales, marketing, and leadership to implement effective solutions. Managed billing, shipping, and account resolution, building long-term customer relationships. Created promotional databases and retention tools tailored to client needs. SKILLS

Customer Service

Conflict Resolution

Shipping Coordination

Problem Solving

Microsoft Office

Client Onboarding

Team Training

Account Management

Multitasking

Communication Skills

Account Setup

CRM Systems

Collections Management

Stakeholder Collaboration

Empathetic Communication

Order Processing

Issue Resolution

Data Entry

Time Management

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