Customer Service Expert - Call Center Specialist

Lindsay Johnson

Macon, GA 678-***-**** ***********@*****.***

Professional Summary

Highly motivated and experienced Customer Service Representative with a proven track record of providing exceptional customer experiences. Demonstrated ability to handle a high volume of inquiries, resolve complex issues, and build strong customer relationships. Adept at active listening, conflict resolution, and problem-solving. Committed to delivering high-quality service in a fast-paced call center environment and fostering customer satisfaction. Ready to contribute to a customer-centric organization and drive customer success.

Core Competencies

●Customer Service Excellence

●Conflict Resolution & Problem Solving

●Call Center Operations

●Time Management & Multitasking

●Customer Relationship Management (CRM)

●Active Listening & Communication

●Adaptability & Dependability

●Email and Live Chat Support

●Data Entry & CRM Software

Professional Experience

Robins Financial Credit Union – Warner Robins, GA

Contact Center Agent Jan 2024 – Present

●Assist members with account inquiries, transactions, and account maintenance (deposits, withdrawals, transfers).

●Process and verify loan applications, provide information on loan products, and track loan status.

●Monitor and report potential fraud, ensuring member security and preventing unauthorized transactions.

●Resolve member issues, disputes, and account discrepancies while maintaining a positive, calm demeanor.

●Support members through multiple channels (phone, email, live chat) to ensure timely and efficient service.

●Cross-sell and upsell credit union products and services, including loans, savings accounts, and digital tools.

●Ensure compliance with credit union policies, regulatory requirements, and privacy laws in all member interactions.

●Document member interactions accurately in CRM systems and meet performance metrics for customer satisfaction.

Stay at Home Care – Macon, GA

Customer Service Coordinator Dec 2022 – Jan 2024

●Coordinated medical appointments and transportation for clients, ensuring timely healthcare access.

●Managed logistics and communicated with healthcare providers to meet complex client needs.

●Demonstrated strong organizational and time management skills to facilitate seamless service delivery.

Cox Automotive – Remote

Client Service Representative II Jun 2022 – Dec 2022

●Managed client records and verified documentation for securing liens and vehicle registration.

●Interacted with prior lenders, dealers, and DMV offices to ensure transaction completion.

●Helped large volumes of customers daily, focusing on positive interactions and customer satisfaction.

The Office of the Secretary of State – Remote

Customer Service Representative Nov 2021 – Mar 2022

●Provided assistance with licensing inquiries and document verification.

●Handled a high volume of incoming calls, maintaining professionalism and efficiency.

●De-escalated challenging customer issues, maintaining a calm and friendly demeanor.

Geico – Remote

Customer Service Representative Apr 2019 – Jul 2021

●Addressed customer inquiries regarding policy coverage, billing information, and service options.

●Provided upselling opportunities for additional products and services, improving revenue and customer satisfaction.

●Handled policy updates, claims inquiries, and maintained accurate records in CRM systems.

CarMax Auto Finance – Macon, GA

Customer Service Representative II Dec 2018 – May 2019

●Assisted customers in making payments, establishing payment plans, and resolving account issues.

●Escalated concerns and issues to supervisors to ensure immediate resolution.

●Educated customers about account balances, finance charges, and payment options.

The Home Depot Contact Center – Kennesaw, GA

Customer Service Representative May 2015 – Jun 2018

●Provided customer support for order inquiries, product availability, and delivery statuses.

●Managed follow-up communications to resolve shipping issues and expedite orders.

●Developed empathetic customer relationships, leading to consistently high customer satisfaction scores.

Technical Skills

●Proficient in CRM software (Salesforce, Zendesk, etc.)

●Microsoft Office Suite (Word, Excel, PowerPoint)

●Live Chat Support Tools

●Email Management & Correspondence

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