1. LACYNTHIA SMITH
Willing to relocate: Anywhere
6835 Peppermill Lane, Atlanta, GA 30349 | C: 585-705-1912 | lacynthia.smith@gmail.com
Summary
Customer Service Representative who maintains a high levelof professionalism, patience and
efficiency to minimize customer dissatisfaction and increase customer loyalty.
Highlights
High customer service standards Customer Relationship Management
Service solutions expert software (CRM
Dedicated to process improvement Multi-channelcontact center software
Conflict resolution proficiency Proficient in customer account
Devoted to data integrity software
Strong problem solvingability Proficient with Microsoft Office Suite
Negotiation competency Telecommunications knowledge
Troubleshooting skills
Accomplishments
Exceeded corporate target for customer satisfaction for 6 months in a row.
Experience
Customer Service Representative (Work From Home) Jul2014 to Apr 2015
Transcom - Denver, CO
Controlled and managed callstats to reach expected goals ex) callwork, customer
focus, first callresolution,and Net Promoter Scores.
Managed time and scheduled Adherence.
Demonstrated effective customer service skills and attitude on each call.
Built customer loyaltyby placing follow-up calls for customers who reported product
issues.
Developed effective relationships with allcall center departments through clear
communication.
Provided accurate and appropriate information in response to customer inquiries.
Customer Service Representative Aug 2011 to Nov 2011
Xerox - Rochester,NY
Assisted customers with billing questions, payments,upgrades and activating equipment
• Provided Tier 1 Troubleshooting
• Maintained knowledge of companyproducts
• Sold wireless service plans and add-on features to Wireless Customers
Customer Service Representatvie Jan 2007 to Feb 2010
Verizon Wireless- Alpharetta,GA
Analyzed customer needs and wants in selecting the best products and services using
probing techniques
• Provided friendly expert quality care, support and service on inbound and outbound calls
• Used online tools to provide customers with the most updated and accurate information
• Advised new and existing customers on the latest devices, products, services, and
promotions
Insurance Verification Representative Jun 1999to Sep 1999
Kelly's (Patient Info Systems) - Rochester,New York

2. Performed initialintake and processing ofallreferralpaperwork for potentialinsulin
pump patients, including: outbound calls to potentialpatients,verification of
insurance, and patient contacts
Assigned patients to the proper region for processing
Maintains accurate patient records in PIMS,including enteringinitialpatient
information and complete verification notes
Verified insurance to determine eligibility for companyprogram
Initiated contact with patients to introduce and explain companyprogram to patient
Updated work flow for reporting
Education
Airline/Travel Diploma, Airline/Travel 2014
InternationalAir and HospitalityAcademy - Vancouver, WA,USA
Graduated with a GPA of 3.84 of 4.00
Perfect Attendance Award
Airline and TravelDiploma
Completed Courseworkin Traveland Tourism
Additional Information
Willing to relocate: Anywhere Authorized to work in the US for any employer
Skills
Various Billing Systems
Excellent Communication
Assurance Quality
Troubleshooting
Communicates appropriate options for resolution in a timely manner
Escalates issues to senior levelsupport resources when necessary
Strong writing skills
Excellent oralcommunication and presentation skills
Demonstrable research and analyticalskills
Advanced knowledge of Microsoft Exceland Word
Strongorganization skills and capable of handlingmultiple projects
Committed to enhancing and developing products
Ability to use company resources and remain knowledgeable in new products and
services in order to provide accurate information to customers