Results-Driven Customer Service Professional

TROY LAWRENCE

Converse, Texas ***** 210-***-**** *********@*****.***

SUMMARY

Results-driven customer service professional with over 15 years of experience delivering high-quality support in fast-paced, customer-focused environments. Proven ability to resolve service issues, de-escalate concerns, and build positive relationships while maintaining efficiency and professionalism. Brings strong operational experience, process improvement skills, and a consistent record of enhancing customer satisfaction and retention. Known for clear communication, problem-solving, and creating welcoming service experiences that foster trust and loyalty. Highly adaptable with a strong commitment to meeting performance metrics and exceeding customer expectations.

SKILLS

Customer service

Problem-solving skills

Community Outreach

Microsoft Office

Information Literacy

Teamwork

Research

Complaint resolution

EXPERIENCE

02/2025 to 01/2026

Customer Service Representative

Okin Processing San Antonio, Texas

Assisted customers with inquiries and product information.

Resolved complaints efficiently and effectively to enhance customer satisfaction.

Processed orders and managed inventory using company software systems.

Maintained accurate records of customer interactions and transactions.

04/2024 to 02/2025

Substitute Librarian

North East ISD San Antonio, USA

Enhanced user engagement and satisfaction by reorganizing materials, shelving returns, and providing guidance to library patrons on resource utilization.

Assisted students in locating resources and materials for research projects.

Managed circulation desk operations, including checking in and out materials.

Provided guidance on library services, technology, and online databases.

09/2021 to 12/2021

Customer Service Representative

Southwest Airlines San Antonio, USA

Handle booking, ticketing, and customer support, focusing on providing friendly, problem-solving service via phone

Key duties involve managing reservations, processing payments, providing flight info, resolving issues like delays/lost bags, and ensuring a positive, hospitable travel experience by multitasking and communicating effectively with customers and staff.

08/2009 to 09/2015

Librarian / Lead Librarian, Pruitt Library

North East ISD San Antonio, USA

Provide high-quality customer service in a fast-paced environment by resolving complex customer issues, de-escalating concerns, clearly communicating technical information, accurately documenting interactions, and consistently meeting performance and satisfaction goals.

EDUCATION AND TRAINING

Master of Library Science: Youth Library Services

University of North Texas Denton, TX

GPA: Graduated Cum Laude

B.A.: History

University of Texas - Permian Basin Odessa, TX

GPA: Graduated Cum Laude

CERTIFICATIONS

Texas Teacher Certificate, 01/01/90

School Librarian Certification, 01/01/05

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