Lisa Baxter
Hertford,NC
Summary
I am a self-motivated professional offering strong communication and critical thinking skills, with a proven ability to work effectively both as part of a team and independently in fast-paced environments. As an enthusiastic customer advocate, I consistently follow policies and procedures while creating a friendly and positive customer experience. Known for my dedication to customer satisfaction and retention, I am committed to reaching business goals and fostering a positive team environment.
During the past three years, I have engaged in various temporary work-from-home positions while relocating and settling into a new environment. This experience has enhanced my adaptability and resilience, keeping my skills sharp and relevant. I am now eager and excited to re-enter the workforce in a remote, part-time capacity, where I can fully utilize my experience and contribute to a dynamic team.
Overview
8
8
years of professional experience
Work History
Universal Customer Support Agent
Orvis Company
04.2019 - 02.2020
- Assist customers through instant live chat, email, and phone channels
- Provide customer support with placing orders, processing returns/exchanges, and product information
- Attend product shows to further gain insight into the high standards and stellar quality of Orvis products
- Produce choice customer service and contribute to a supportive and friendly work environment.
Customer Care Specialist
Service Pros Installation Group
11.2018 - 02.2019
- Answering calls which can include a wide variety of calls
- From customer complaints to requests for scheduling flooring installation
- The customer could also need a work order for a floor that has already been installed
- Another focus of my position is to confirm the customer's appointment and to follow up with the customer once the flooring has been installed and review their warranty and educate the customer of an impending customer satisfaction survey.
Customer Service Representative
Benefit Plan Administrators
12.2016 - 02.2017
- Answer calls regarding a member's questions about their insurance policy or a bill they received as well as calls from providers who had questions regarding a claim or verifying a member's plan coverage
- Scan faxes that were sent by members or providers and store them on the appropriate hard drive and work on them as needed
- The call center was relatively small so I only answered anywhere from 50 - 70 calls per day
- Maintain good relationships with both members and providers
- Focusing on excellent service regardless of who was on the other end of the phone.
Customer Service Representative
Dish
06.2016 - 10.2016
- Responsible for resolving customer issues, preventing future callbacks by providing thorough customer service while operating at maximum efficiency and with utmost professional courtesy
- Accept payments by a variety of methods, offer self-serve payment solutions, explain charges and credits on the customer's bill, and resolve complex billing scenarios
- Assist customers with pay-per-view and video on demand orders, change programming packages, equipment upgrades, and educate customers about the features of DISH's products
- Use a consultative approach to educate and offer existing customers additional programming and promote products and services to enhance their experience
- Ability to multi-task; speaking with the customer while accurately logging and recording customer information into the call center data base.
Many Titles Phone Banker 1, PB 2, PB 3
Wells Fargo Bank Call Center
01.2013 - 05.2016
- Processed sales referrals and promoted bank services and products
- Researched and resolved complex and high risk customer issues as well as opening personal savings, checking, HELOC, and lines of credit accounts while delivering prompt, accurate and excellent customer service. Adherence to metrics and strict policies and procedures.
- Accept inbound customer service calls (at most 100+ per day) and assess the caller’s needs to determine which product and/or service (s) would help them to succeed financially
- While sales and service are the core of job expectations, there are guidelines and metrics which must be met as well.
Sales Representative
United Healthcare Group Call Center
07.2012 - 12.2012
- In-bound call center sales averaging 40-65 calls per day
- Educated consumers about Medicare and position a Medicare Advantage Plan or Medicare Part D plan for them to purchase
- Proven ability to deliver outstanding customer service, handle customer service queries within first contact while meeting personal and department goals
- Obtained license to sell insurance in all 50 states.
Education
Not Received - Communication Studies
Hollins University
Roanoke, VASkills
- Complaint Handling
- Customer Service Specialist
- Data Management
- Collaborative Teamwork
- Problem-Solving
- Time Management
- Attention to Detail
- Microsoft Windows and Office
- Reliability
- Organizational Skills
- Communication Excellence
- Adaptability and Flexibility
- Relationship Building
- Friendly and Patient
- Task Prioritization
- Self Motivation
- Analytical Thinking
- Professionalism
- Customer Empathy
- Highly Professional
- Goal Setting
- Interpersonal Communication
- Continuous Improvement
- Online Chat Support
- Support Services
- Call Center Operations
- Documentation Development
- Multitasking Abilities
- Written Communication
Accomplishments
- Received many awards as a Wells Fargo team member which include:
- Outstanding Performance Award
- Ramp it up winner twice
- Several customer compliments
- Stellar service award
- Perfect KDM scores for February, March, April, May, June, July and August
- First Quarter Top Performer for all of Roanoke Premier
- Star recognition on warms to sales and referral rate for the 1st quarter
- Several shared success awards
- Two phone calls recognized by upper management for providing excellent customer service
- Multiple “High Five” recognitions
Quote
Driven by passion, guided by excellence.
Baxter Family Mantra
Timeline
Universal Customer Support Agent
Orvis Company
04.2019 - 02.2020
Customer Care Specialist
Service Pros Installation Group
11.2018 - 02.2019
Customer Service Representative
Benefit Plan Administrators
12.2016 - 02.2017
Customer Service Representative
Dish
06.2016 - 10.2016
Many Titles Phone Banker 1, PB 2, PB 3
Wells Fargo Bank Call Center
01.2013 - 05.2016
Sales Representative
United Healthcare Group Call Center
07.2012 - 12.2012
Not Received - Communication Studies
Hollins University