Lyndon Demers

• Promoted teamwork among colleagues by proactively assisting others when needed.
• Directed dispatching, routing, and tracking of contractor and fleet vehicles.
• Tracked delivery progress to identify possible delays and provide real-time updates to customers.
• Maintained updated and detailed records of calls in physical and electronic database.
• Closely monitored dispatch board to triage and prioritize calls
• Minimized cost of operations by optimizing routes for drivers to align with budget.
• Answered phone calls
• Monitored vehicle locations to coordinate timely arrivals.
• Monitored and tracked dispatch communication systems.
• Communicated with members to provide service providers ETAs

• Maintained professional demeanor, managing difficult callers and deescalating tense situations.
• Managed high-pressure situations calmly, ensuring timely assistance to callers during peak hours or emergency scenarios.
• Handled sensitive information with discretion, safeguarding customer privacy while adhering to company policies and regulations.
• Utilized CRM software proficiently, updating caller records accurately after each interaction for seamless documentation and follow-up processes.
• Prioritized time-sensitive calls effectively, ensuring efficient allocation of resources in emergency situations.
• Distinguished between several voices simultaneously while acquiring and retaining information.
• Resolved customer issues and complaints promptly and politely, upholding satisfaction.
• Supported customers by managing many calls per day efficiently while maintaining professionalism and upbeat tone.
• Maintained accurate records of calls placed and received.

1. Demonstrated the 3 meter Attitude consistently.

2. Welcomed all Customers with a genuine, warm smile.

3. Ensured every Customer experienced a friendly, precise, and professional service.

4. Adhered to the “One Best Way” standards of practice.

5. Abided by all refund and exchange policies.

6. Processed authorized charges with approval from the Manager.

7. Educated all customers about the Wal-Mart Rewards MasterCard and assisted with processing applications. 8. Executed Refund Automation procedures correctly following Company guidelines.

9. Completed all defective slips accurately

. 10. Provided assistance to customers with information, refunds, exchanges, and directions.

11. Complied with all company policies and standard operating procedures.

12. Handled Western Union money orders efficiently.

13. Managed the store's switchboard and directed calls to appropriate personnel or departments.

14. Undertook any other assigned responsibilities.

• Enhanced customer satisfaction by resolving complex issues promptly and professionally.
• Maintained a thorough knowledge of products and services to provide accurate information to customers.
• Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
• Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
• Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
• Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
• Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
• Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
• Confirmed excellent customer service by quickly resolving customer concerns.

• Handled escalated customer complaints effectively, leading to satisfactory resolutions for both client and company
• Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
• Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
• Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
• Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
• Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Documented and detailed calls and complaints using call center's CRM database.
• Maintained and managed customer files and databases.

Delivered customer service via phone for both inbound and outbound calls. Address changes for memberships were updated through various channels such as telephone, mail, fax, email, and the website. Produced identification cards for members, updated application forms, verified forms for accuracy and completion, performed data entry tasks, and managed filing duties.

I played a crucial role as the liaison between brokers, the remittance department, and the underwriting department. I skillfully managed a wide array of phone calls from brokers, who frequently presented diverse requests originating from their customers. These requests encompassed alterations to payment plans, payment dates, and payment-related concerns such as lost checks, refunds, and other billing complications. I provided valuable guidance to brokers on how to modify payments and bank accounts, ensuring their satisfaction. I efficiently resolved numerous issues, some of which had been overlooked or mishandled by other agents and staff members. By fostering a strong working relationship with the underwriting department, I ensured that time-sensitive matters were promptly addressed when brought to their attention. I utilized our company's cutting-edge software to submit requests to the appropriate departments and diligently followed up with both the departments and brokers via phone or email. Additionally, I collaborated closely with the endorsement team to thoroughly investigate changes and effectively resolve any billing issues that arose. While occasionally assisting customers with their inquiries, I always directed them to contact their broker at the appropriate times to ensure a seamless experience.

• Processed brokers' requested endorsements for customers who desired electronic completion using company-based programs (Guidewire). These endorsements included adding or removing vehicles, updating addresses (car location, mailing address, physical addresses), adding or removing drivers, and adding or removing coverages.
• Successfully met daily and weekly goals while adhering to company policies and procedures during the endorsement processing.

• Handled customer requests received via phone calls, ensuring that they were processed electronically using company-based programs such as Guidewire and other necessary software.

• Managed tasks such as adding or removing vehicles, updating addresses (including car location, mailing address, and physical addresses), adding or removing drivers, and adjusting coverages as per customer requirements.

• Assisted customers with password resets and efficiently processed payments, while also providing assistance with billing-related queries.

• Consistently achieved daily and weekly goals set by the company

. • Strictly adhered to company policies and procedures while processing customer-requested changes.

• Utilized appropriate software to fax and email insurance documents whenever necessary.

• Investigated and resolved accounting, service and delivery concerns.
• Enhanced productivity levels by anticipating needs and delivering outstanding support.
• Promptly responded to inquiries and requests from prospective customers.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Maintained up-to-date knowledge of product and service changes.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Educated customers about billing, payment processing and support policies and procedures.
• Processed debit and credit card and electronic check payments.
• Escalated complicated customer account issues to supervisors and help desk workers.
• .
• Placed outbound customer service or customer satisfaction calls to follow up on issues.
• Addressed customer account discrepancies and concerns.
• Responded to customer calls and emails to answer questions about products and services.
• Documented and detailed calls and complaints using call center's CRM database.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
• Handled incoming phone calls and emails, promptly addressing customer inquiries and complaints while ensuring accurate documentation in online system.
• Initiated proactive communication with customers as needed.
• Demonstrated professionalism and effective customer service through email, phone, and mail correspondence.
• Maintained open communication with supervisor, promptly reporting any significant issues or concerns for prompt resolution or alternative solutions.
• Stayed updated on policy, procedure, and product changes.
• Actively participated in team meetings aimed at improving departmental performance and enhancing service quality for clients and customers.
• Maintained regular communication with management, keeping them informed of any significant matters or challenges.
• Punctuality and teamwork were prioritized to meet customer needs
• Adhered to security and technical requirements at all times.
• Achieved key performance metrics related to quality, productivity, and attendance as per program requirements.

• Demonstrated 3 meter Attitude consistently.
• Welcomed all Customers with genuine, warm smile.
• Ensured every Customer experienced friendly, precise, and professional service.
• Adhered to “One Best Way” standards of practice.
• Abided by all refund and exchange policies.
• Processed authorized charges with approval from Manager.
• Educated all customers about Wal-Mart Rewards MasterCard and assisted with processing applications.
• Executed Refund Automation procedures correctly following Company guidelines.
• Completed all defective slips accurately
• Provided assistance to customers with information, refunds, exchanges, and directions.
• Complied with all company policies and standard operating procedures.
• Handled Western Union money orders efficiently.
• Managed store's switchboard and directed calls to appropriate personnel or departments.
• Undertook any other assigned responsibilities.