Summary
Overview
Work History
Education
Skills
Employed 9/2004 to current
Timeline
Generic

Lisa Brautigam

Wartburg,TN

Summary

Dynamic Customer Care Supervisor at CVS Health with a proven track record in team management and process improvement. Expert in data analysis and employee training, I enhanced customer experience and boosted team performance metrics. Recognized for fostering a collaborative environment and effectively resolving complex customer issues.

Overview

6
6
years of professional experience

Work History

Customer Care Supervisor

CVSHealth
Knoxville, TN
04.2019 - Current
  • Documented processes and created training materials used by CSRs in their day-to-day roles.
  • Managed a team of 10+ CSRs ensuring they followed departmental policies and procedures accurately.
  • Analyzed customer feedback surveys and identified areas of improvement in the customer experience process.
  • Monitored CSR performance, provided feedback, and conducted regular one-on-one meetings to ensure successful job performance.
  • Identified opportunities for process improvements by analyzing existing data from calls or emails.
  • Recognized employees who exceeded expectations through verbal recognition or awards programs.
  • Provided guidance to CSRs on how to handle difficult customers or situations.
  • Worked closely with Quality Assurance personnel to identify root causes of recurring problems.
  • Created reports detailing team performance metrics such as average call time, first contact resolution rate.
  • Conducted regular audits of recorded calls to evaluate adherence to company policies.
  • Trained and mentored new team members to promote productivity, accuracy, and friendly customer service.

Education

High School Diploma -

Sussex County Technical School
Sussex, NJ
06-1998

Some College (No Degree) - Excel And Microsoft Word

Orange County Community College
Middletown, NY

Skills

  • Customer service
  • Team management
  • Employee training
  • Quality assurance
  • Process improvement
  • Data analysis
  • Performance monitoring
  • Communication skills
  • Time management
  • Performance improvement
  • Team building
  • Customer experience improvement
  • Problem-solving
  • Professionalism
  • Active listening
  • Teamwork
  • Manage employees
  • Employee evaluation

Employed 9/2004 to current

  • Supervisor
  • Interim Sup
  • Interim Quality
  • Interim Client Support Team
  • Subject Matter Expert
  • Customer Care Agent

Timeline

Customer Care Supervisor

CVSHealth
04.2019 - Current

High School Diploma -

Sussex County Technical School

Some College (No Degree) - Excel And Microsoft Word

Orange County Community College

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Lisa Brautigam