Elizabeth Lightfoot

40 hours a week

• Service inbound phone calls from customers and bankers in order to dispute a transaction/account utilizing case intake systems (CD1, NetReveal, Disputes Intake Smartform).
• Remain customer focused by obtaining relevant information from the customer/banker in order to accurately choose case type/reason within intake forms.
• Utilize customer service skills and SLA guides/timeframes to provide appropriate and accurate expectations and SLA's regarding a dispute case.
• Meet goals pertaining to metrics such as AHT (includes ACW %), Sentiment (which includes cross talk %, hold %, non-talk %), Quality (Quality Assurance % and Leadership %), and Conformance (adhering to schedule listed in IEX, coding log-out times correctly).
• Received a Certificate of Excellence for overall performance in Quarter 4- 2023 (combined metrics) and was ranked as a top 5 agent within the department.
• Mentor new Disputes Intake Representatives by creating training materials/leading discussion within the classroom setting. Also serve as a floor helper when new hires service dispute calls.
• Handle challenging call situations with professionalism and empathy.

40 hours per week

Cashier Trainer (October 2022- Current)

• Trained and mentored new cashiers using a training map and training resources.
• Evaluated and retrained current cashiers to improve efficiency and productivity levels.
• Tracked and analyzed cashier productivity scores weekly to determine retraining opportunities.

Bookkeeper/Cash Office Team Member (March 2023- Current)

• Maintained inventory of store cash and lottery.
• Balanced all register tills to be put out for current day.
• Processed deposits, pickups, and loans.
• Filed records for each day.

Service Coordinator (July 2022- Current)

• Scheduled breaks and assigned work areas for all service team members.
• Assisted cashiers, greeters, and courtesy clerks when needed.
• Communicated with team leaders/store managers regarding service performance and concerns.

Cashier/Customer Service Team Member (May 2020- Current)

• Provided fast and friendly service at checkout.
• Processed returns, exchanges, and inquired customer concerns at guest services.
• Picked and brought out pickup orders to customers.

20 hours per week

• Assigned customers to tables according to their needs and restaurant section rotation.
• Took reservations and to-go orders by phone, answered customer questions and informed them of accurate wait times.
• Assisted servers in bussing and wiping down tables.

25 hours per week

• Unpacked, prepped, and hanged new clothes to be sold.
• Prepared store for opening by sweeping/mopping floors and wiping down mirrors.
• Helped customers take their items to dressing rooms and assisted them when needed.