Lori-Ann Riley
St Ann,Jamaica
Summary
Experienced Customer Service Associate with a track record of driving high customer satisfaction and creating positive customer experiences. Proficient in utilizing various customer service software programs and possesses strong knowledge of customer service best practices. Highly organized, reliable, and attentive to customer needs. Over 5 years of experience, dedicated to providing the highest quality service.
Overview
8
8
years of professional experience
Work History
Customer Service Associate (Remote)
Conduent
10.2019 - 01.2025
- Developed and actualized customer service initiatives to decrease wait times
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Evaluated account and service histories to identify trends, using data to mitigate future issues
- Collaborated with store management and program leadership to suggest actionable improvements and corrective action plans
- Boosted sales revenue by skillfully promoting diverse service options
- Handled Medicare customers in fast-paced insurance company setting in coordination with solid team of 1000 customer service associates.
Customer Service Representative
Alorica
05.2019 - 08.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Collected and analyzed customer information to prepare product or service reports
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
- Answered product and service questions, suggesting other offerings to attract potential customers
- Recommended products to customers, thoroughly explaining details
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Managed over 40 inbound calls, emails and faxes per day from customers.
Collection Customer Service Representative
Paymaster Ja Ltd
04.2017 - 04.2019
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices
- Advised customers of alternative actions and strategies for debt repayment
- Listened to customers and negotiated solutions that met creditor and debtor needs
- Entered client details and notes into system for interdepartmental access and review
- Processed payments for bills.
- Completed over 100 transactions daily for customers.
Education
High School Diploma -
Ferncourt High School
07.2015
CXC/CSEC -
Ferncourt High School
06.2015
Skills
- Multitasking Abilities
- Time management abilities
- Administrative and office support
- Organizational skills
- Problem-solving
- Skilled in Microsoft Excel
- Sales expertise
- Experienced in Handling Multi-Line Calls
- CRM system proficiency
- Software troubleshooting
- Technical support
- MS office proficiency
Languages
English
Native or Bilingual
Timeline
Customer Service Associate (Remote)
Conduent
10.2019 - 01.2025
Customer Service Representative
Alorica
05.2019 - 08.2019
Collection Customer Service Representative
Paymaster Ja Ltd
04.2017 - 04.2019
High School Diploma -
Ferncourt High School
CXC/CSEC -
Ferncourt High School
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