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Loren Watson

Customer Service Representative

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Intro
Cicero, IL, United States
Studied Civil Engineering at Liberty University
Human Resources
Joined January 10, 2025

Skills

Languages

English
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Native or Bilingual
About
I am seeking a Customer Service role, offering 5 years of customer service experience and proficiency in multi-system navigation. Skilled in resolving inquiries, maintaining confidentiality, and providing empathetic customer support. Demonstrates the ability to work collaboratively, adhere to regulations, and perform under high-volume conditions.
Experience
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Illinois Tollway
Oct 2021 – Dec 2024
Downers Grove, IL
Customer Service Representative
• Maintain strict confidentiality of customer information in compliance with the Privacy Act. • Update customer accounts and document phone inquiry resolutions with precision. • Process credit card payments and post transactions to I-PASS and enforcement system databases efficiently. • Provide customer service by offering tailored recommendations and managing I-PASS account operations
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Xtend Healthcare
Mar 2020 – Dec 2021
Hendersonville, TN
Customer Advocate Specialist
• Managed high-volume inbound communication, successfully registering and scheduling individuals for COVID-19 vaccinations, ensuring adherence to state guidelines and systems. • Fostered positive customer relationships through effective communication, contributing to customer retention and satisfaction by addressing inquiries, resolving issues, and providing detailed product information. • Collaborated with management and cross-functional teams to identify customer trends, streamline service delivery, and enhance reporting mechanisms, ultimately improving service metrics and customer experience.
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Amazon Fulfillment Center
Dec 2018 – Mar 2020
ICQA Associate Romeoville, IL
ICQA Associate
• Resolved and audited inventory defects within designated SLAs, ensuring thorough documentation of root causes to enhance future inventory accuracy. • Conducted analyses of various materials and products, adhering to strict specifications and test methods to maintain quality control. • Identified and rectified inaccuracies within inventory systems, contributing to the reduction of order cancellations by facilitating efficient product picking for operational teams
Education
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Liberty University
Aug 2022 – Jan 2025
Bachelor of Science, Civil Engineering