Alisa (Lisa) Daffin
Florissant,MO
Summary
Excellent communicator, over 30 years in a demanding call center and remote environment as a Customer Service Representative. Accomplishments Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Overview
14
14
years of professional experience
Work History
Customer Service Associate
Lumeris
03.2023 - Current
- Developed and actualized customer service initiatives to decrease wait times
- Answered customer telephone calls promptly to avoid on-hold wait times
- Developed community reputation through commitment to customer satisfaction and strong client relationships
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Exhibited high energy and professionalism when dealing with clients and staff.
Customer Service Representative
Lumeris
03.2023 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Answered customer telephone calls promptly to avoid on-hold wait times
- Answered constant flow of customer calls with minimal wait times
- Offered advice and assistance to customers, paying attention to special needs or wants
- Responded to customer requests for products, services and company information.
Customer Service Representative
Elevance Health
09.2022 - 01.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Responded proactively and positively to rapid change
- Delivered prompt service to prioritize customer needs
- Promptly responded to inquiries and requests from prospective customers
- Increased efficiency and team productivity by promoting operational best practices.
Customer Service Representative
MilliporeSigma/Ranstad
02.2021 - 08.2022
- Provided primary customer support to internal and external customers in fast-paced environment
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Cultivated customer loyalty, promoted repeat customers and improved sales
- Offered advice and assistance to customers, paying attention to special needs or wants
- Communicated with vendors regarding back order availability, future inventory and special orders
- Responded to customer requests for products, services and company information.
Customer Service Representative
TriZetto Provider Solutions, A Cognizant
09.2021 - 07.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Updated account information to maintain customer records
- Responded to customer requests for products, services and company information
- Answered customer telephone calls promptly to avoid on-hold wait times
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Offered advice and assistance to customers, paying attention to special needs or wants.
Customer Service
TTEC Bank Of America Unemployment Card Services
05.2020 - 06.2021
- Answered constant flow of customer calls with up to 200 calls in queue per day
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Responded to customer requests for products, services and company information
- Offered advice and assistance to customers, paying attention to special needs or wants
- Answered constant flow of customer calls with up to 3 calls in queue per minute.
Inbound DSC Agent
Charter Communications Inc
09.2018 - 06.2019
- Exceed sales performance goals
- Maintained productivity
- Was an expert in company products and promotions as well as competitive products and promotions
- Understands and adhered to all company and department policies and procedures
- Executed marketing/selling techniques
- Ability to exercise good judgment, aligned with company policies and procedures
- Maintained excellent customer service and sales skills.
Remote Escalations Coordinator Supervisor
Enterprise Holdings
09.2009 - 08.2018
- Recipient of multiple positive reviews acknowledging dedication to excellent customer service
- Recognized and rewarded outstanding work performance to cultivate a positive and collaborative customer service culture
- Shared best practices for sales and customer service with other team members to help improve the store's efficiency
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently
- Greeted customers in a timely fashion, while quickly determining their needs
- Learned, referenced and applied product knowledge information
- Routinely answered customer questions regarding merchandise and pricing
- Determined customer needs by asking relevant questions and listening actively to the responses
Education
Education
Lincoln University
Jefferson City, MOHigh School Diploma - undefined
North County Technical High School
1991
Skills
- Data entry
- Multitasking
- Staff development
- Interpersonal communication
- Patient confidentiality
- Strong conflict resolution skills
- Active listening skills
- Positive and friendly
- Creative problem solver
- Understanding Customer Needs
- Issue and Complaint Resolution
- Multi-Line Phone Systems
Timeline
Customer Service Associate
Lumeris
03.2023 - Current
Customer Service Representative
Lumeris
03.2023 - Current
Customer Service Representative
Elevance Health
09.2022 - 01.2023
Customer Service Representative
TriZetto Provider Solutions, A Cognizant
09.2021 - 07.2022
Customer Service Representative
MilliporeSigma/Ranstad
02.2021 - 08.2022
Customer Service
TTEC Bank Of America Unemployment Card Services
05.2020 - 06.2021
Inbound DSC Agent
Charter Communications Inc
09.2018 - 06.2019
Remote Escalations Coordinator Supervisor
Enterprise Holdings
09.2009 - 08.2018
Education
Lincoln University
High School Diploma - undefined
North County Technical High School
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