Lisa Williams
Summary
Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Overview
26
26
years of professional experience
Work History
Collections Agent
Republic Services
11.2022 - Current
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Trained new collections representatives on collections processes and incentivized team members to achieve production goals.
Licensed Permit Specialist
Texas Department Of Public Safety
04.2019 - 11.2022
- Assist in the preparation of notices, correspondence, memos, and reports related to license activities and compliance.
- Monitor license applications to ensure timely processing.
- Support needs of public via multi-line phone system
- Provide administrative and technical assistance regarding license requirements to the general public and agency staff, answering inquiries and providing information on processing, policies, and procedures.
- Assist in the approval of license applications based on state regulations, administrative codes, and agency policies.
- Input license applications and necessary technical data into appropriate computer applications, databases, and systems.
Sales Support Representative
ThermoFisher Scientific
01.2012 - 04.2019
- Supported sales representatives by preparing detailed reports on market trends and product performance.
- Managed administrative duties of sales team as required, effectively anticipating and meeting day-to-day operational needs.
- Cost support to customer through contract investigation and credit process when necessary
- Support customers technical needs, which included but not limited to EDI kickouts and resolution
- Create positive experience for customer and address potential risk through understanding of customer needs and successful use of company tools
- Facilitated communication between sales representatives and other departments to ensure seamless order fulfillment processes.
- Managed a comprehensive database of customer contacts, ensuring prompt follow-ups for potential leads.
Senior Customer Service Representative
ThermoFisher Scientific
04.1998 - 08.2012
- Live chat representative with average of 100 calls daily
- Resolved customer inquiries/issues through successful navigation of mainframe and supporting resources and cross referenced all calls with accurate information
- Experiences in claims and accounts payable/receivable
- Processed returns from customers and ensured company resale standards for returns that could be reprocessed
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Resolved customer service issues using company processes and policies and provided updates to customers.
Education
Healthcare administrative Assistant Certification, Medical administrative assistant PROGRAM -
Everest Institute
Houston, TX01.2012
HS Diploma -
Aldine Senior High
01.1993
Skills
- 40 WPM
- SENIOR CUSTOMER SERVICE REP
- SALES SUPPORT
- MICROSOFT OFFICE
- ORDERS MANAGEMENT
- DATA ANALYSIS
- SALES FORCE
- BUSINESS REVIEWS
- CALL CENTER
- PROJECT MANAGEMENT
- INTERPERSONAL SKILLS
Timeline
Collections Agent
Republic Services
11.2022 - Current
Licensed Permit Specialist
Texas Department Of Public Safety
04.2019 - 11.2022
Sales Support Representative
ThermoFisher Scientific
01.2012 - 04.2019
Senior Customer Service Representative
ThermoFisher Scientific
04.1998 - 08.2012
Healthcare administrative Assistant Certification, Medical administrative assistant PROGRAM -
Everest Institute
HS Diploma -
Aldine Senior High