Lisa Alpert
Glendale,Arizona
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
10
10
years of professional experience
Work History
CUSTOMER SERVICE REPRESENTATIVE
LiveOps (Nike voice support)
Remote AZ
05.2024 - Current
- Assist with the client’s order to resolve issues to guarantee customer satisfaction
- Handle a large volume of calls as the voice of the brand to ensure the customer’s initial concern has been addressed and a replacement has been expedited out to the customer
- Address and resolve caller’s concerns and issues as applicable.
CUSTOMER RELATIONS SUPERVISOR
Discover Financial Services
Phoenix, AZ
06.2022 - 11.2023
- Take over calls and de-escalate calls for upper management when the account holder requests a supervisor and/ or the current agent is not able to meet the account holder's needs
- Trust account specialist - on this special team we handle all trust account setups which include reviewing all legal documents and working with the account holder throughout the process of setting up their new trust bank account
- Review and address complaints submitted by the previous representative.
Social Media Expert
TTEC - Facebook(Contractor)
Phoenix, AZ
12.2021 - 05.2022
- Proactively reach out to your customer base to support their advertising needs and help educate them on the products and services
- Take a consultative approach to understand the customers’ needs and provide recommendations for potential marketing campaigns
- Schedule appointments with customers who have started advertising accounts
- Help customers manage their budgets and spend on promoting social media posts.
Member Services Representative/ Claims Specialist
TTEC/ Blue Shield of California Account
Glendale, AZ
08.2020 - 10.2021
- Research and action on any issues about eligibility and costs of upcoming medical appointments and procedures
- Research and resolve medical claims issues, including contacting the provider and verifying the billed procedure codes
- Adjust patients' responsibility for the claim.
Business Owner
The Finance Committee, LLC
Phoenix, AZ
06.2018 - 07.2020
- Assist businesses in a financial crisis in negotiating any outstanding balances to prevent bankruptcy or closure of their business
- Contact businesses being sued in small claims court to assist with their liens.
Claims Representative
State Farm
Tempe, AZ
09.2016 - 05.2018
- Handle a large volume of calls in a collaborative team environment for the benefit of a timely resolution
- Receive and review claim information and ensure the initial loss report is accurate to avoid delays that pertain to the claim.
Quality Assurance Specialist
CR.com/Progrexion
Phoenix, AZ
12.2014 - 08.2016
- Responsible for completing evaluations and providing feedback for at least one call a month for approximately 80 sales agents eighty agents a week to ensure overall quality and regarding the legal requirements of credit repair organizations
- Coached and mentored agents to maintain compliance and bring out their strengths to meet the sales quota
- Responsible for assisting individuals in achieving credit success to obtain financing for homes, cars, and loans.
- Assisted in developing training materials related to quality assurance topics.
Education
Certified Nursing Assistant Certification -
Glendale Community College
High School Diploma -
Huntington Beach Adult High School
Skills
- Customer Service
- Call Handling
- Problem Resolution
- Customer Relations
- Complaint Resolution
- Social Media Marketing
- Advertising
- Budget Management
- Research
- Claims Processing
- Negotiation
- Financial Assistance
- Quality Assurance
- Coaching and Mentoring
- Inbound and Outbound Calling
Timeline
CUSTOMER SERVICE REPRESENTATIVE
LiveOps (Nike voice support)
05.2024 - Current
CUSTOMER RELATIONS SUPERVISOR
Discover Financial Services
06.2022 - 11.2023
Social Media Expert
TTEC - Facebook(Contractor)
12.2021 - 05.2022
Member Services Representative/ Claims Specialist
TTEC/ Blue Shield of California Account
08.2020 - 10.2021
Business Owner
The Finance Committee, LLC
06.2018 - 07.2020
Claims Representative
State Farm
09.2016 - 05.2018
Quality Assurance Specialist
CR.com/Progrexion
12.2014 - 08.2016
Certified Nursing Assistant Certification -
Glendale Community College
High School Diploma -
Huntington Beach Adult High School
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