Lorraine Lilly

Communicate effectively and efficiently with customers via email, inbound calls, and outbound calls Demonstrate strong problem-solving skills by addressing customer inquiries and complaints, resolving issues promptly and professionally Maintain accurate and detailed customer records, ensuring the highest level of customer data integrity

Level III Customer Service Specialist - Custom Decorators Inc. - Reno, NV

(2021-09)

• Communicate effectively and efficiently with customers via email, inbound calls, and outbound calls
• Demonstrate strong problem-solving skills by addressing customer inquiries and complaints, resolving issues promptly and professionally
• Maintain accurate and detailed customer records, ensuring the highest level of customer data integrity
• Provide product and service information to customers and work with cross-functional teams (including sales and operations) to ensure customer needs are met

Customer Service Specialist - Inc Authority - Reno, NV

(2021-06 - 2021-08)

• Conferred with customers by telephone, to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
• Kept records of customer interactions and transactions, recording details of inquiries, complaints, comments and actions taken
• Assisted customers with their business formation to ensure they had all the documents in place for their business
• Provided accurate and appropriate information in response to customer inquiries and developed effective relationships with all call center departments through clear communication

Trainer - Xerox Services - Portmore, St Catherine

(2013-09 - 2015-10)

• Ensured that the company provides the highest possible quality of customer service for employees
• Actively oversaw a total of 71 new hires to production
• Developed, implemented, and modified training programs to ensure effectiveness of programs delivered to call center/customer service personnel
• Quickly and effectively solved customer challenges
• Reported individuals' progress and identified additional training needs
• Assisted in program development with new products and/or services
• Worked with under-performers to get them up to the standards required by the clients

Customer Service Supervisor - Xerox Services - Portmore, St Catherine

(2013-03 - 2013-09)

• Oversaw the day-to-day activities and guidance of team members
• Responsible for setting targets, implementing guidelines, and assisting with any issues the employees had
• Motivated team members to understand the team's objectives and to work together to achieve it
• Supported customers in opening new accounts and upgrading existing service
• Mediated interpersonal issues
• Provided regular feedback to team members

Customer Service Associate - Xerox Services - Portmore, St Catherine

(2010-11 - 2013-03)

• Prepared for customer inquiries by studying products, services, and customer service processes
• Resolved product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; and following up to ensure resolution
• Recommended potential products or services to management by collecting customer information and analyzing customer needs
• Responded to customer inquiries by understanding inquiry; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; and verifying customer's understanding of information and answer

Vere Technical High School (1992-09 - 1997-07) May Pen, Clarendon