Lori Averett
Livingston
Summary
Dynamic Senior Customer Support Analyst at Entergy with a proven track record in enhancing team productivity and customer satisfaction. Expert in remote support and ticketing systems, I excel in analytical thinking and fostering collaboration. Successfully implemented a knowledge base that reduced resolution times, while mentoring junior analysts to elevate overall performance.
Overview
37
37
years of professional experience
Work History
Senior Customer Support Analyst
Entergy
New Orleans, LA
08.1984 - 12.2018
- Implemented a comprehensive knowledge base for internal use, enabling faster resolution times for common problems.
- Adapted quickly to new software releases and updates, staying current on product features in order to provide knowledgeable assistance to clients.
- Streamlined communication channels between departments for quicker resolution of interdepartmental queries affecting client accounts.
- Mentored junior support analysts, resulting in increased efficiency and elevated overall team performance.
- Worked closely with product development teams to provide valuable feedback from customers, driving continuous improvement efforts.
- Managed high-priority cases effectively, ensuring swift resolution of critical incidents that could impact business continuity or reputation.
- Analyzed data trends to identify recurring issues, proactively addressing potential problem areas before they impacted customers.
- Developed training materials and conducted workshops, enhancing the skill set of new hires and existing team members alike.
- Enhanced team productivity by creating streamlined processes for addressing customer concerns.
- Developed custom reports for management detailing key support metrics, trends, and areas of improvement.
- Provided exceptional remote support using screen-sharing and remote control tools, efficiently resolving issues with minimal disruption to the customer''s workday.
Clerical Specialist
St. James Parish Hospital
Lutcher, LA
05.1982 - 07.1984
- Assisted in the planning of company events, contributing to a positive work culture and increased employee morale.
- Performed thorough quality checks on outgoing correspondence to ensure professional appearance and error-free content.
- Supported team members by taking on additional tasks during high-volume periods, ensuring deadlines were met consistently.
- Ensured prompt delivery of time-sensitive materials to clients through effective prioritization and coordination with mail services.
- Facilitated the timely completion of projects by coordinating schedules, resources, and communication among team members.
- Contributed to a positive work environment with exceptional interpersonal skills, fostering strong relationships among colleagues.
- Reduced errors in data entry with careful attention to detail and double-checking work for accuracy.
- Improved office efficiency by streamlining filing systems and organizing documents.
- Provided exceptional customer service over phone calls and emails, resolving issues quickly for satisfied clients.
- Managed inventory control for office supplies, resulting in reduced costs through bulk purchasing and avoiding stock shortages.
- Input data into spreadsheets and databases.
- Reviewed files, records and other documents to obtain information to respond to requests.
- Promptly received and forwarded incoming communications, such as phone calls, emails, and letters, to appropriate staff.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
Education
Associate of Science - Office Administration & Accounting
Nicholls State University
Thibodaux, LA05-1982
Excel, Word & Powerpoint
River Parish Vo-Tech School
Reserve, LA06-1980
High School Diploma -
Lutcher High School
Lutcher, LA05-1980
Skills
- Excellent organization skills
- Data entry proficiency
- Software knowledge (Excel, Word, Powerpoint)
- Escalation management
- Call handling
- Multitasking Abilities
- Reliability
- Excellent communication
- Team collaboration
- Adaptability and flexibility
- Friendly and patient
- Desktop support
- Analytical thinking
- Interpersonal skills
- Customer service expert
- Highly professional
- Professionalism
- Customer communication and empathy
Timeline
Senior Customer Support Analyst
Entergy
08.1984 - 12.2018
Clerical Specialist
St. James Parish Hospital
05.1982 - 07.1984
Associate of Science - Office Administration & Accounting
Nicholls State University
Excel, Word & Powerpoint
River Parish Vo-Tech School
High School Diploma -
Lutcher High School