Lori-Ann Riley
Kingston,
Summary
Developed comprehensive customer service skills in fast-paced environment, excelling in communication and problem resolution. Skilled in understanding and addressing customer needs while maintaining calm and professional demeanor. Seeking to transition into new field where these abilities can drive positive outcomes and contribute to team success.
Overview
8
8
years of professional experience
Work History
Customer Service Associate
Humana
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
Amazon
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.
- Proficiently managed a high-volume workload of inbound calls from customers seeking assistance with their past-due balances.
Education
High School Diploma -
Ferncourt High School
07.2015
CXC/CSEC -
Ferncourt High School
06.2015
Skills
- Time management abilities
- Organizational skills
- Problem-solving
- Experience with Zendesk
- Experienced in Handling Multi-Line Calls
- CRM system proficiency
- MS office proficiency
- Proficient in Verbal and Written Communication
- Email Communication Management
- Adaptability and flexibility
- Active listening
- Empathy and patience
- Debt collection
- Negotiation and resolution
Languages
English
Native or Bilingual
Timeline
Customer Service Associate
Humana
10.2019 - 01.2025
Customer Service Representative
Amazon
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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