Lane
Morton
lanemorton@email.com
Bristol, RI
Skills
  • Customer service
  • Time management
  • Verbal and written communication skills
  • Attentive listener
  • Conflict resolution
  • Ability to type 90 wpm
  • Clear and friendly telephone voice
Experience
Call Center Representative
Dickerson Wireless

Assists customers via phone, chat and email with questions, requests and complaints
Submits reports, follow-up requests and resolutions regarding customer calls
Remains courteous and patient while addressing customer complaints in an efficient manner
Tracks KPIs to measure average wait time, average handle time, first call resolution and overall customer satisfaction to improve productivity
Maintained a first call resolution rate of 91% and an overall customer satisfaction rate of 96% for the last two years
Responsible for handling the majority of non-English speaking customers as the only trilingual representative on the team
Communicates answers, solutions and next steps clearly so that customers are assured that their concerns have been fully addressed
Server
Atomic Bar & Grill

Greeted customers, took orders and answered questions about menu items
Provided an exceptional level of service to ensure a great customer experience that encouraged people to return to the restaurant
Remained attentive and alert to anticipate customer needs and avoid miscommunications
Coordinated with kitchen staff to make sure that any special requests or allergy concerns were understood and adhered to in the preparation of orders
Delivered prompt and friendly service, even during busy lunch and dinner rushes
Education
Bachelor of Arts in English Language and Literature
Smith University
Graduated
Languages
  • English
  • Spanish
  • Chinese