Senior Customer Service Leader with 10+ Years Experience

RANDI LOCKHART 678-***-**** *************@*****.***

PROFESSIONAL SUMMARY

Dedicated and experienced Senior Customer Service Specialist with over 10 years of progressive experience managing client accounts, resolving complex inquiries, and ensuring operational excellence. Proven ability to provide leadership to team members, manage detailed custom orders, and successfully troubleshoot account issues. Excels in communication, quality assurance, and maintaining high standards of customer satisfaction, seeking to contribute exceptional customer care and leadership skills in a senior-level support capacity.

KEY CUSTOMER SERVICE & LEADERSHIP SKILLS

●Complex Order Processing

●Customer Account Maintenance

●Quality Control (QC)

●Leadership & Mentoring

●Conflict & Problem Resolution

●Point-of-Sale (POS) & Cash Control

PROFESSIONAL EXPERIENCE

Customer Service Representative Kasmir Fabrics Dallas, TX February 2018 – January 2021

●Managed key client relationships by handling phone calls from professional Interior Designers who placed complex orders for custom made window treatments and bedding.

●Ensured product integrity and order accuracy by receiving new merchandise, performing rigorous quality control checks, and accurately processing them in the system.

Customer Care / Field Service Support Convergys Richardson, TX August 2016 – August 2017

●Served as the primary point of contact for technical scheduling needs, handling calls from both customers and field technicians.

●Performed customer account maintenance and troubleshooting when needed, ensuring timely service and accurate records.

●Processed and documented change order requests concerning scheduled appointments.

Customer Service / Team Leadership Royal Farms Glen Burnie, MD 2015 – 2016

●Provided leadership and operational guidance to retail team members to ensure a pleasant and efficient customer service experience.

●Maintained operational excellence regarding point of sale (POS) and ensured strict adherence to proper cash controls.

Customer Service (Mail Order & Escalations) Connextions Irving, TX 2013 – 2015

●Managed high-volume inbound calls concerning various prescription orders and executed outbound calls to existing customers.

●Processed high-priority mail orders for customers, ensuring compliance and accurate fulfillment.

Driver/Dispatcher Kroger Dallas, TX February 2023 – August 2025

●Assisted in resolving minor production-related issues when needed.

●Coordinated the scheduling and dispatching of drivers and monitored route progress.

EDUCATION

Carter High School Dallas, TX Diploma

Contact this candidate