Tobias Lawrence
Houston, TX(555) 983-1283Tobias.Lawrence@email.com
Professional Summary
Dependable and motivated senior-level Customer Service Specialist with 10+ years of professional experience seeks a position in customer service with a reputable and growing organization.
Skills
Ability to provide empathetic customer solutions and care promptly
Effective verbal and written communication skills to speak with customers and document calls
Advanced-level experience with Microsoft Office suite, Baker Hill and Treev
Proven aptitude for attention to detail when working with customers, team members and managers
Excellent time-management and organizational skills
Work History
Collard Bank Services
Senior Customer Service Specialist
September 2017 - Present
Train new Customer Service Representatives on call center procedures and practices, including maximum call times, escalation procedures and documentation
Utilize practical problem-solving skills and techniques to provide conflict resolution for escalated customer service calls; used empathy and patience to provide excellent care
Supervise high-volume call center with over 20 customer service representatives resolving a variety of complaints and issues nationwide
Provide empathetic customer service to effectively handle customer concerns, offer banking solutions and answer customer questions; upsell banking services when appropriate to assist in resolving customer issues
Loves Dental and Associates
Customer Care Specialist
June 2014 - August 2017
Answered calls with enthusiasm and assisted customers with queries and concerns; received consistent positive customer reviews and feedback on service
Followed up with patients after procedures to ensure they were recovering well, scheduled additional visits and gathered feedback related to their experience
Worked with Office Manager to resolve patient issues and concerns as quickly as possible; increased customer satisfaction by 11% over a three-month span
Created and initiated the use of a patient evaluation form to better understand patient preferences and needs for communication and feedback
Highlife Insurance Company
Customer Service Representative
August 2012 - May 2014
Upsold services, resulting in a 10% increase in office revenues
Escalated customer care issues and insurance claims to appropriate division or supervisor as necessary
Promptly answered calls on multi-line phones without leaving customers unattended or dropping calls; reduced customer wait time by 5%
Followed federal and internal audit and insurance regulatory procedures to ensure customers received satisfactory services
Armstrong Utility Company
Telephone Representative
May 2010 - July 2012
Upsold services, resulting in a 10% increase in office revenues
Escalated customer care issues and insurance claims to appropriate division or supervisor as necessary
Promptly answered calls on multi-line phones without leaving customers unattended or dropping calls; reduced customer wait time by 5%
Followed federal and internal audit and insurance regulatory procedures to ensure customers received satisfactory services
Education
Bachelor of Science, Business Administration,
University of South Houston
August 2006 - May 2010
Additional Information
Active member of the National Customer Service Association
CCSP (Certified Customer Service Professional)