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@lachellepalmer
Experienced Customer Service Representative focused on exceptional support.
With over 10 years of experience as a Customer Service Representative, I have honed my skills in delivering exceptional support in both call center and office environments. My expertise lies in managing high-volume inbound calls, resolving escalated issues, and providing technical troubleshooting. I pride myself on being a strong communicator, dedicated to customer satisfaction and retention while consistently meeting service level agreements (SLAs).
In my current role at SAW Enterprise, I deliver front-line support via phone and email, effectively resolving inquiries and complaints. I have successfully de-escalated numerous complaints and processed customer refunds and service requests. My ability to track daily tasks for team representatives ensures alignment with SLAs, while my meticulous attention to detail allows me to maintain accurate customer records in our internal CRM system.
My previous experience as a Quality Inspector and Collections Representative has further developed my skills in conflict resolution, data entry, and customer relationship management. I am now seeking to leverage my problem-solving abilities and interpersonal skills in a growth-driven customer support team.
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Work history, roles, and key accomplishments
SAW Enterprise
Mar 2014 - Present (11 years 8 months)
Delivered front-line support to customers via phone and email, resolving inquiries, complaints, and service issues. De-escalated complaints and processed customer refunds, account adjustments, and service requests. Assigned and tracked daily tasks for team representatives to ensure alignment with SLAs.
Quality Vision
May 2005 - Present (20 years 6 months)
Inspected automotive components for quality compliance using gauges and measurement tools. Flagged and documented defective parts and communicated with team leads for process correction.
OSI Marketing
Aug 2002 - Present (23 years 3 months)
Contacted customers regarding overdue payments and arranged repayment plans. Investigated and resolved billing discrepancies through detailed account analysis. Processed financial transactions and maintained accurate billing documentation.
Degrees, certifications, and relevant coursework
Associates of Applied Science, Business & Accounting
2001 - 2004
Completed an Associates of Applied Science degree with a focus on Business & Accounting. Gained foundational knowledge in business principles and accounting practices.
Software and tools used professionally
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