Summary
Overview
Work History
Education
Skills
Timeline
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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
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
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, LA
05-1982

Excel, Word & Powerpoint

River Parish Vo-Tech School
Reserve, LA
06-1980

High School Diploma -

Lutcher High School
Lutcher, LA
05-1980

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

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Lori Averett