Lillian Hoerner
Shelton,PA
Summary
Dynamic customer service professional with extensive call center, excelling in complaint handling and CRM software utilization. Proven track record of enhancing customer satisfaction through effective issue resolution and empathetic communication. Skilled in training and motivating teams, driving revenue growth through upselling and personalized service.
Successful business owner, highly motivated and ready for the next challenge.
Overview
2026
2026
years of professional experience
Work History
CSR
First Data
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
- Collaborated with management to develop strategies for enhancing overall customer experience.
- Streamlined communication between departments, ensuring timely resolution of customer concerns.
Lead CSR
Mid Atlantic Waterproofing
- Assisted in the development of training materials to standardize employee knowledge and performance.
- Enhanced customer satisfaction by addressing inquiries and resolving issues promptly.
- Boosted revenue by upselling products and providing personalized recommendations based on client needs.
- Maintained detailed records of customer interactions, documenting concerns and resolutions accurately.
- Utilized CRM tools effectively to manage client information, streamline workflows, and track progress towards goals.
Owner/Operator
Raes Cleaning
Harrisburg, PA
02.2006 - Current
- Conducted everyday organizational tasks.
- Provided exceptional customer service, addressing issues promptly to ensure customer satisfaction and repeat business.
- Increased customer satisfaction by providing high-quality services and timely communication.
- Managed daily operations for optimal efficiency, streamlining processes to reduce costs.
- Consulted with customers to assess needs and propose optimal solutions.
- Established strong relationships with suppliers, ensuring consistent delivery of goods and services at competitive prices.
- Ensured compliance with relevant regulations, maintaining proper documentation and licensing requirements.
- Developed and implemented successful marketing strategies, resulting in increased brand awareness and customer base.
- Cultivated a positive work environment, leading to higher employee retention rates and overall job satisfaction.
- Negotiated contracts with vendors to secure favorable terms for the business.
- Trained and motivated employees to perform daily business functions.
- Oversaw the hiring process, selecting highly skilled candidates who contributed significantly to company success.
CSR Supervisor
Thompson’s Waterproofing
Pine Grove, PA
06.2000 - 08.2010
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Observed call quality using specialized software platforms, pinpointing improvement areas.
- Supervised call center activities, securing timely resolution of incoming requests.
- Managed complex cases involving multiple stakeholders while maintaining professional demeanor and focus on resolution goals.
- Oversaw escalated customer concerns, providing satisfactory resolutions in a timely manner.
- Qualified and confirmed leads for salesmen.
- Wrote scripts, objections/rebuttals for CSR.
- Dispatched salesmen to leads.
- Collections on past due accounts.
Education
Yes - Business Management
Colorado Springs Community College
Colorado Springs, CO09.1985
Skills
- Call center experience
- Customer focus
- Complaint handling
- CRM software
- Customer service
Timeline
Owner/Operator
Raes Cleaning
02.2006 - Current
CSR Supervisor
Thompson’s Waterproofing
06.2000 - 08.2010
CSR
First Data
Lead CSR
Mid Atlantic Waterproofing
Yes - Business Management
Colorado Springs Community College