Summary
Overview
Work History
Education
Skills
Languages
Timeline
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LILIA REID

Phoenix,AZ

Summary

Dependable, multi-skilled dedicated professional prepared to bring extensive expertise and results-oriented approach to Lead role. Over 20 years of experience in fast-paced and remote environments with little supervision. Highly intuitive and adaptable when addressing diverse customer needs. Possess exceptional organizational, communication, and multitasking abilities. Seeking a new role to leverage two decades of service-related experience.

Overview

25
25
years of professional experience

Work History

Residential Sales and Saves Specialist

WM
11.2023 - Current
  • Follow all company policies and procedures to deliver quality work.
  • Manage high-stress situations effectively, maintaining professionalism and empathy under pressure.
  • Handle escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Enhance customer satisfaction by promptly addressing concerns and providing informed recommendations based on individual customer needs.
  • Develop rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Develop training and process materials to enhance staff proficiency and productivity.
  • Champion the adoption of new software tools that streamlined workflows across multiple departments.
  • Meets or exceeds performance metrics consistently, earning recognition as a top performer within the team.
  • Provide training and mentoring to new hires, contributing to their successful integration into the team.

Customer Service Representative

WM
02.2022 - 11.2023
  • Assisted in escalations de-escalating calls with forward-thinking strategies focused on addressing customers and resolving concerns.
  • Maintained high standards of customer service.
  • Clarified customer issues by investigating and determining root cause of problems to resolve product or service complaints.
  • Responded to customer requests for additional services, tailoring recommendations to address needs.
  • Educated customers about billing, payment processing and policies and procedures.
  • Processed customer service requests promptly to increase customer satisfaction.
  • Met and exceeded monthly goals month over month.

Enrollment Advisor

Northcentral University
02.2018 - 02.2022
  • Analyzed student needs to provide customized programs.
  • Provided perspective or new students with information about educational and career planning, university resources and academic programs
  • walked students through the enrollment process, how to use the online resources for classes, and continued follow up to assist in their success.
  • Trained and mentored junior enrollment professionals.
  • Met or exceeded enrollment and retention goals consistently.

Senior Sales Advisor

LIBERTY MUTUAL INSURANCE
11.2000 - 01.2018
  • Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
  • Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.
  • Answered customer questions about products and services, helped locate online services and promoted key items.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Increased sales with execution of full sales cycle, from initial lead through the closing.
  • Communicated with customers as soon as issues arose to immediately determine resolution before problem escalated.
  • Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
  • Trained, coached, and mentored new sales associates for maximum performance
  • Set and achieved company defined sales goals

Education

Associate of Arts - General Studies

National University
La Jolla, CA

Advanced Individualized Training - Information Management

United States Air Force

Skills

  • Proficient in maintaining confidentiality
  • Skilled in addressing customer complaints
  • Active listening
  • Effective organization skills
  • Coaching and mentoring
  • Clear and concise communication
  • Effective multitasking
  • Adaptable professional
  • Meticulous attention to detail
  • Problem-solving skills
  • Proactive decision-making
  • Remote/WFH
  • Excel proficiency
  • Proficient in Microsoft Word
  • Advanced typing skills

Languages

Spanish
Limited Working

Timeline

Residential Sales and Saves Specialist

WM
11.2023 - Current

Customer Service Representative

WM
02.2022 - 11.2023

Enrollment Advisor

Northcentral University
02.2018 - 02.2022

Senior Sales Advisor

LIBERTY MUTUAL INSURANCE
11.2000 - 01.2018

Advanced Individualized Training - Information Management

United States Air Force

Associate of Arts - General Studies

National University

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