Lillie Taylor
Tunica,MS
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
Internal Revenue Service, IRS
05.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Process amended tax returns
- Process taxpayer correspondence
Cigna
Customer Service Rep
03.2023 - 03.2023
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked well in a team setting, providing support and guidance.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Call Center Customer Service Representative
Family Gap Foundation
01.2017 - 03.2023
- Resolved concerns with products or services to help with retention and drive sales
- Responded to customer comments and questions via LiveChat during shifts
- Documented and detailed calls and complaints using call center's CRM database
- Educated customers on current promotions, upgrades or new offerings available under current plan
- Detailed payment options and transferred customers to billing department for payment or further questions regarding bill
- Performed various clerical duties by filing and faxing documents and creating customer databases
- Answered over Number calls per shift to meet fast-paced call center demands
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
Dental Assistant
American Dental Staffing
01.2016 - 12.2016
- Cleaned and sanitized dental tools and equipment, straightened treatment rooms, and restocked supplies to prep for next patient and maintain health and safety practices.
- Maintained a clean and sterile work environment to prevent cross-contamination and infection.
- Sanitized trays, instruments, and surfaces for clean dental office setting and patient safety.
- Provided chairside assistance during examinations, improving dentist efficiency and patient satisfaction.
- Performed x-rays safely while adhering to radiation safety guidelines, ensuring high-quality diagnostic images for dentists'' evaluations.
- Prepared and arranged instruments, medications, and required materials for dental procedures.
- Successfully assisted dentist by performing four-handed dentistry and other chair-side duties.
- Assisted dentists with complex procedures, ensuring optimal patient care and treatment outcomes.
- Performed general chair-side duties for general dentistry, endo procedures, and oral surgery.
Customer Service Representative
Harrahs Casino And Resort
05.2005 - 03.2015
- Answered customer telephone calls promptly to avoid on-hold wait times
- Answered constant flow of customer calls with minimal wait times
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Provided primary customer support to internal and external customers
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions
- Offered advice and assistance to customers, paying attention to special needs or wants
- Collected customer feedback and made process changes to exceed customer satisfaction goals
Education
Dental Technician - Healthcare
Concorde Career College
Southaven, MS01.2016
High School Diploma - General Studies
Rosa Fort High School
Tunica, MS05.2002
Skills
- Documentation and reporting
- LiveChat
- Written and oral communication
- Call center operations
- Retail store support
- Order fulfillment
- CRM
- Multi-line phone talent
- Professional telephone demeanor
- Complaint resolution
- Money handling abilities
- Receiving support
Timeline
Customer Service Representative
Internal Revenue Service, IRS
05.2023 - Current
Cigna
Customer Service Rep
03.2023 - 03.2023
Call Center Customer Service Representative
Family Gap Foundation
01.2017 - 03.2023
Dental Assistant
American Dental Staffing
01.2016 - 12.2016
Customer Service Representative
Harrahs Casino And Resort
05.2005 - 03.2015
Dental Technician - Healthcare
Concorde Career College
High School Diploma - General Studies
Rosa Fort High School
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