Lisa M.Wilson

Fort Worth,TX

817/846-4126

Lisam.wilson@outlook.com

 

 

 

 

 

 

Customer Service Professional with experience in a fast-paced call center; Highly motivated with ability to work with minimum supervision; With 13 years Call Center /Customer Service/and Technical Support and a Trainer. I am analytical, detailed orientated, and an experienced communicator. I have also acquired strong troubleshooting and problem solving abilities, being able to understand working “outside the box” has proven to reduce call backs and reduce company costs.

 

Areas of Expertise

Customer Service Management

Complaint Handling & Resolution

Customer Satisfaction Enhancement

Data Entry Specialist

Teambuilding & Training

Quality Assurance Specialist

Planning & Communication Skills

 

 

EDUCATION:

 

 Lisle Sr. High – High School Diploma

College Of Dupage

 

 

PROFESSIONAL EXPERIENCE:

 

Pier1 Imports                                                  4/26/2013- Current                 Customer Relations Team Lead/Trainer

 

Classroom Trainer for new hires, assisting in onboarding employees.

 

Design appropriate reinforcement programs/aids, to ensure comprehension by developing methods to evaluate

Performance strengths and weaknesses.

 

Develop specialized training and mentoring programs to cater to individual’s strengths

 

Identify any disparity in skill sets or knowledge by monitoring calls and sitting with agents.

 

Assisted employees in a “nesting environment” on the call center floor

 

Second Level Customer Escalations, from Peers, and Internal Supervisors

 

Process inbound Calls to resolution

 

Place Orders, Track, Replace

 

Inside Sales

 

Handle incoming Customer Contact Emails

 

Work Internal Queues processing Customer refunds, Warehouse Cancellation orders

 

Daily contact with outside 3^rd Party Contractors

 

Reset passwords, Walk through Accessing Accounts, Payments, setting up auto bill, Paperless Billing

 

 

 

First American Payment Systems      06/2012- 2/13/2013          Customer Service/Tech Support

 

Process inbound calls to the point of resolution

 

Revolve requests for technical support and customer account information

 

Resolve billing issues

 

Process orders for supplies

 

Update account information such as address, phone numbers, and email

 

 

Presbyterian HealthCare   11/2010- 6/2011                              Scheduler

 

Triage patients; Scheduling appointments, referrals, and maintaining patient demographics

 

Adhering to all HIPPA rules/compliances

 

Keeping and managing past/current records, filing, scanning and storing records to microfiche

 

Act as a patient advocate in dealing with practitioners, employer groups, and brokers

 

Be able to discuss insurance, and eligibility, medications, test results, and referrals

 

 

Lisa Wilson, Page 2

 

 

 

 

 

 

T-Mobile10/2008- 8/2010    Technical Support Level 3 Team Lead

 

Dealt with such devices as Blackberry, Android, and Windows based phones; All applications support, Network support, Email support including BES/BIS, synching issues with Calendars/Email /Contacts and files,

 

Blackberry Desktop Manager Support, and Android Market support; Verification/clarification of subscriber service complaints from Customer Care and Sales channels

Troubleshooting to rule out user error or defective equipment, Placed orders to replace warranted phones

 

Effective application of Troubleshooting flows, Common procedures, back system provisioning, text message/picture message tool,

Billing System, Pre-paid system, Trouble ticket and Service request systems

 

Effective routing of Trouble tickets and Service Request to Engineers if a network problem is determined to be the cause of the issue; Answer 30-40 calls a shift

 

 

 

 Country Wide     1/2007-8/2008               Mortgage Document Processor

 

Prepare initial loan disclosures to verify data accuracy and within compliance timeline

Responsible for ensuring all loan documentation is complete, accurate, verified and is in compliance.

Verify loan documents including income, credit, appraisal, and title insurance.

Obtain written and verbal verifications of employment and/or mortgage when needed.

Order and coordinate loan documents including order of 3^rd party services

Input proper loan documentation into the system for processing.

Review file documentation to ensure required items are communicated to Loan Originator and Processor.