Lisa Allman
North Fort Myers,FL
Summary
Dynamic professional with a strong background in customer service and employee development at CT Communications. Proven ability to enhance customer satisfaction and loyalty through effective conflict resolution and communication. Skilled in business operations and training design, fostering a culture of learning and continuous improvement. Adept at building relationships and driving sales success.
Overview
31
31
years of professional experience
Work History
Shop Owner
LF Construction Services LLC
North Fort Myers, FL
01.2017 - Current
- Maintained accurate financial records, including sales reports, expense tracking, and budget management.
- Created forms such as invoices, contracts, and proposals for jobs
Customer Service Representative
CT Communications
Concord, NC
09.1994 - 10.2009
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Customer Service Representative Trainer
CT Communications
Concord, NC
09.1994 - 10.2009
- Developed customized training materials tailored to individual learning needs, ensuring a higher retention rate among trainees.
- Led workshops focused on enhancing communication skills, improving problem-solving abilities, and promoting efficient teamwork among customer service representatives.
- Facilitated role-playing scenarios and group discussions to simulate real-life customer interactions, enhancing trainee preparedness for live service situations.
- Promoted a culture of learning by sharing personal experiences from the field as well as insights from industry experts during training sessions.
- Mentored underperforming employees, leading to improved performance and meeting company targets consistently.
- Fostered strong relationships with trainees by maintaining an approachable demeanor and offering ongoing support throughout their development journey.
- Conducted regular assessments of trainee progress, providing feedback and coaching as needed for continuous improvement.
- Partnered with other trainers and departments to ensure consistency in training methodologies, resulting in a unified approach to employee development across the company.
- Implemented regular refresher courses for seasoned customer service representatives to maintain high levels of competency and adaptability within the ever-changing industry landscape.
- Developed lesson plans, instructional materials and written practice tests for Residential and Wireless training courses.
- Provided coaching and mentoring to employees.
- Designed and delivered web-based, self-directed learning materials.
- Wrote training manuals for Call Center employees and Team Lead positions according to strict company guidelines.
Education
High School Diploma -
Concord High School
Concord, NC01-1980
Skills
- Networking and partnerships
- Business operations
- Pricing strategy
- Marketing experience
- Customer service background
- Customer service expertise
- Employee development
- Verbal and written communication
- Relationship building
- Sales leadership
Timeline
Shop Owner
LF Construction Services LLC
01.2017 - Current
Customer Service Representative
CT Communications
09.1994 - 10.2009
Customer Service Representative Trainer
CT Communications
09.1994 - 10.2009
High School Diploma -
Concord High School