Lorraine Wilson
Salisbury
Summary
Goal-oriented In Customer Service Satisfaction and dedicated to high levels of customer satisfaction and meeting aggressive business goals. Exceptional customer service, active listening and problem solving with specialized knowledge in Basic Computer Skills, Training Instructor For The NFTA Rail Department, and Skilled In Call Center Operations. Adheres to customer service procedures as well as company regulation and policies.
Overview
24
24
years of professional experience
Work History
Billing Specialist
Spectrum
10.2022 - 05.2023
- Researched and resolved billing discrepancies to enable accurate billing.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Worked with multiple departments to check proper billing information.
- Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
Loan Specialist
Capital Management Services L.P.
10.2016 - 04.2017
- Review loan agreements to ensure that they are complete and accurate according to policy
- Approve loans within specified limits, and refer loan applications outside those limits to management for approval
- Handle customer complaints and take appropriate action to resolve them
- Explain to customers the different types of loans and credit options that are available, as well as the terms of those services
- Approve loans within specified limits, and refer loan applications outside those limits to management for approval
- Handle customer complaints and take appropriate action to resolve them
- Review and update credit and loan files
- Submit applications to credit analysts for verification and recommendation
- Effectively managed a high-volume Of inbound and outbound customer calls
- Answered a constant flow of customer calls with up to 20 or more calls in queue per minute
Professional Bus/Rail Operator/Instructor
NFTA Metro
11.2001 - 02.2015
- Extensively trained new and existing employees
- Addressed all questions from training program participants
- Monitored participant workflow and behaviors throughout the training process
Professional School Bus Operator
Laidlaw Transit Inc
06.2000 - 11.2011
- Maintained a daily, legible DOT log book and submitted corresponding documents
- Established and maintained excellent customer relationships with the parents
- Accurately read, understood, and carried out written instructions
Collection Representative
Great Lakes Collection
06.1999 - 08.2000
- Arrange for debt repayment or establish repayment schedules, based on customers' financial situations
- Receive payments and post amounts paid to customer accounts
- Advise customers of necessary actions and strategies for debt repayment
- Locate and monitor overdue accounts, using computers and a variety of automated systems
- Answer customer questions regarding problems with their accounts
- Record information about financial status of customers and status of collection efforts
- Trace delinquent customers to new addresses by inquiring at post offices, telephone companies, credit bureaus, or through the questioning of neighbors
Customer Service Representative
Smart Line Systems
06.1999 - 08.2000
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Solicit sales of new or additional services or products
- Answered telephone inquiries on banking products including checking, savings, loans and lines of credit, credit card applications
- Maintained friendly and professional customer interactions
- Managed customers calls effectively and efficiently in a complex, fast-paced and challenging call center environment
- Addressed and resolved customer product complaints empathetically and professionally
- Answered a constant flow of customer calls with up to 20 calls in queue per minute
- Effectively managed a high-volume of outbound customer calls
Education
AAS - Legal Administration Assistant, Criminal Justice
Bryant & Stratton College
Buffalo, NY08.2002
Skills
- Customer and Personal Service
- Call center operations
- Problem solving
- Persuasive speaking
- Marketing
- Customer service
- Dependability
- Reliability
- Effective communication
Accomplishments
Retired class B commercial operator.
Languages
English
Full Professional
Timeline
Billing Specialist
Spectrum
10.2022 - 05.2023
Loan Specialist
Capital Management Services L.P.
10.2016 - 04.2017
Professional Bus/Rail Operator/Instructor
NFTA Metro
11.2001 - 02.2015
Professional School Bus Operator
Laidlaw Transit Inc
06.2000 - 11.2011
Collection Representative
Great Lakes Collection
06.1999 - 08.2000
Customer Service Representative
Smart Line Systems
06.1999 - 08.2000
AAS - Legal Administration Assistant, Criminal Justice
Bryant & Stratton College
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