Amy Rayburn
Imperial
Summary
Resourceful Lead CSR known for high productivity and efficient task completion. Skilled in customer relationship management, conflict resolution, and process improvement to ensure positive outcomes. Excel in communication, teamwork, and adaptability, using these soft skills to navigate challenges and foster productive work environments.
Overview
12
12
years of professional experience
Work History
Lead CSR
LendNation
Fenton
10.2023 - 05.2026
- Led customer service team, improving client satisfaction and engagement through effective support.
- Resolved customer inquiries using internal support systems effectively.
- Trained new representatives on company policies and service protocols.
- Gathered necessary documents from customers to process their loans. from customers applying for loans
- Generated reports on daily operations, including open/close and sales, to inform management decisions.
- Generated reports on daily operations, including open/close and sales, to inform management decisions.
Shift Supervisor
St. Vincent Depaul Thrift Center
South County
01.2019 - 10.2023
- Supervised daily operations and staff activities to ensure smooth functioning of busy thrift center.
- Trained new employees on customer service standards and store procedures to enhance customer experience.
- Managed inventory levels and organized merchandise displays to maximize sales potential.
Assistant Manager
Family Thrift Center
South County
08.2014 - 11.2019
- Supervised daily operations to ensure efficient workflow and customer satisfaction.
- Trained and mentored staff in store policies and customer service techniques.
- Managed inventory levels through regular stock assessments and ordering processes.
- Coordinated promotional events to enhance community engagement and sales.
- Developed staff schedules to optimize coverage during peak business hours.
- Implemented loss prevention strategies to minimize theft and product loss.
- Conducted employee performance evaluations to foster team development and improvement.
- Resolved customer inquiries and complaints effectively to maintain positive relationships.
- Managed customer service inquiries and complaints in a timely manner.
- Ensured compliance with safety regulations and company policies.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Resolved conflicts between team members in an effective manner.
- Collaborated with management on developing strategic plans for achieving business goals.
- Coordinated with other departments to ensure smooth flow of operations.
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Developed a system for tracking inventory and ordering supplies as needed.
- Created reports on sales trends, inventory levels, and financial data.
- Assisted in the development of operational strategies to ensure efficient and productive operations.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Maintained accurate records of sales transactions using point-of-sale systems.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Delegated work to staff, setting priorities and goals.
- Recruited and trained new employees to meet job requirements.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Reviewed completed work to verify consistency, quality, and conformance.
- Assigned work and monitored performance of project personnel.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Produced thorough, accurate and timely reports of project activities.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Proposed or approved modifications to project plans.
- Implemented quality control measures to uphold company standards.
- Supervised daily operations of customer service team at LendNation.
- Resolved complex customer inquiries to enhance satisfaction and loyalty.
- Developed and implemented process improvements for service efficiency.
- Collaborated with management to align team goals with organizational objectives.
- Monitored performance metrics to identify training needs and areas for improvement.
- Facilitated regular team meetings to promote communication and teamwork.
- Maintained knowledge of financial products to assist customers effectively.
- Trained new customer service representatives on company policies and procedures.
- Managed workflow efficiently within a fast-paced environment while maintaining high standards of accuracy and quality control.
- Conducted regular meetings with team members to provide updates about changes in organizational structure or policy changes.
- Ensured compliance with applicable regulations while delivering excellent customer service.
- Assisted in the development and implementation of customer service policies and procedures.
- Provided expert customer service and support to customers, including troubleshooting technical issues.
- Collaborated with cross-functional teams to identify root causes of issues faced by customers during their interactions with us.
- Created reports on customer satisfaction surveys, feedback forms, and other data collection methods.
- Performed additional tasks as assigned by senior management.
- Developed strategies for improving customer service processes by analyzing trends in call center data.
- Coached team members on various aspects related to their roles such as soft skills training, sales techniques.
- Handled escalated customer complaints with professionalism and empathy.
- Identified opportunities for process improvement initiatives that enhance efficiency and improve overall customer experience.
- Resolved product or service problems by clarifying customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Developed strong customer relationships to encourage repeat business.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Collected deposits or payments and arranged for billing.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Supported sales team members to drive growth and development.
- Updated databases with new and modified customer data.
- Exceeded established service goals while leveraging customer service, sales, and employee management best practices.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Surpassed sales goals through implementation of successful marketing strategies.
- Updated system with order specifics and customer details, preferences, and billing information.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Education
Mc Cluer High School
Florissant, MOSkills
- Customer service
- Process improvement
- Report generation
- Team leadership
- Conflict resolution
Timeline
Lead CSR
LendNation
10.2023 - 05.2026
Shift Supervisor
St. Vincent Depaul Thrift Center
01.2019 - 10.2023
Assistant Manager
Family Thrift Center
08.2014 - 11.2019
Mc Cluer High School