AUapryl722 User
@apryl722user
Experienced analyst with a strong background in customer service.
United StatesWhat I'm looking for
With over 15 years of experience in customer service and 5 years as an Analyst, I have honed my skills in data analysis, problem-solving, and process improvement. My career has been marked by a commitment to excellence and a proactive approach to challenges. I thrive in high-volume, high-stress environments, where my ability to adapt and maintain a positive attitude sets me apart.
In my most recent role as a Customer Advocacy Analyst at Lumen, I successfully researched and resolved complex issues, including handling investigations for complaints and fraudulent claims. My efforts in creating Root Cause and Analysis reports significantly improved customer satisfaction and operational efficiency. I have also contributed to team training and development, ensuring that my colleagues are equipped with the necessary skills to excel in their roles.
Experience
Work history, roles, and key accomplishments
Customer Advocacy Analyst
Lumen
May 2018 - Apr 2024 (5 years 11 months)
As a Customer Advocacy Analyst, I researched calls and agents to identify process issues, handled investigations for complaints, and resolved fraudulent claims. I also provided training for new systems and contacted customers to improve their experience by creating Root Cause and Analysis reports.
Team Support Coordinator
Lumen (CenturyLink)
Jan 2015 - May 2018 (3 years 4 months)
In my role as Team Support Coordinator, I provided support for system and customer account inquiries, assisted with evaluations and coaching for agents, and handled customer escalations to ensure satisfaction and performance metrics were met.
Customer Service and Sales Associate
Lumen (CenturyLink)
Nov 2008 - Jan 2015 (6 years 2 months)
As a Customer Service and Sales Associate, I built relationships with customers to enhance satisfaction and team performance. I operated multiple systems for billing and ordering services and achieved top performance metrics within the company.
Education
Degrees, certifications, and relevant coursework
Lumen
Professional Training, Business
2021 - 2021
Participated in Business Fundamentals and Leadership Training to enhance skills in business operations and leadership capabilities.
David Crockett High School
High School Diploma, General Education
1998 - 2002
Completed high school education with a focus on foundational skills necessary for further education and career development.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Interested in hiring apryl722?
You can contact apryl722 and 50k+ other talented remote workers on Himalayas.
Message apryl722Find your dream job
Sign up now and join over 85,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
