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Work Background
LyftCustomer Service Representative
Jan. 2017 - Oct. 2021Nashville, Tennessee, United StatesProvided front-line support to drivers and riders, resolving a high volume of inquiries daily with professionalism and efficiency. Handled complex issues including app troubleshooting, account access, ride disputes, and payroll discrepancies with accuracy and timeliness. Utilized strong de-escalation techniques to manage sensitive or escalated cases, ensuring customer satisfaction and retention. Performed detailed data entry and maintained accurate records in internal systems to support compliance and reporting. Collaborated with cross-functional teams to escalate and resolve technical issues, improving service outcomes. Consistently met or exceeded performance metrics including response time, resolution rate, and customer satisfaction scores.
GenescoAdministrative Specialist
Feb. 2016 - Nov. 2017Delivered exceptional customer support by handling inquiries, resolving complaints, and ensuring a positive shopping experience across multiple retail brands. Processed transactions, returns, and exchanges with accuracy while maintaining compliance with company policies. Supported administrative functions including scheduling, correspondence, and maintaining organized records.
THOMAS AND THORNGREN, INCData Entry Specialist
Aug. 2014 - Oct. 2016Nashville Metropolitan AreaManaged high-volume mail operations, including sorting, routing, and distributing incoming and outgoing correspondence with accuracy and efficiency. Performed detailed data entry for unemployment claims and related documentation, maintaining strict attention to accuracy and timeliness. Handled confidential and sensitive information in compliance with company policies, state regulations, and federal privacy laws. Supported office operations by organizing records, maintaining filing systems, and assisting with administrative tasks as needed. Collaborated with team members to ensure smooth workflow and meet strict deadlines in a fast-paced environment.
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