Lisa Burke
Edwards, MO,MO
Summary
Dynamic Customer Service Representative with a proven track record at Insperity, recognized for exceeding performance metrics and enhancing customer satisfaction. Skilled in conflict resolution and technical support, I foster strong relationships and consistently deliver exceptional service, contributing to increased loyalty and retention rates. Proficient in CRM and adept at problem-solving.
Overview
11
11
years of professional experience
Work History
Customer Service Representative II
Insperity
11.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Enhanced customer satisfaction by providing prompt technical support and resolving complex issues swiftly.
- Increased user satisfaction with prompt and accurate technical support.
Customer Service Representative
Forrest Solutions
03.2023 - 11.2023
- 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.
- 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.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Participated in training programs to enhance product knowledge and customer service skills.
Customer Service Specialist
Unbound
04.2016 - 03.2021
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
- Streamlined workflow processes by implementing efficient project management techniques, resulting in timely completion of deliverables.
- Conducted comprehensive research on policy issues related to international development, contributing valuable insights for strategic decisionmaking.
- Reviewed internal systems and organized training plans to address areas in need of improvement.
Customer Service Representative
CVS Caremark
08.2014 - 04.2016
- 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
High School Diploma -
J.C. Harmon High School
Kansas City05-1984
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Microsoft Excel
- Complaint resolution
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Follow-up skills
- Call management
- Team development
- Documentation
- Administrative support
- Microsoft Office Suite
- Customer relationship management (CRM)
- Building rapport
- Technical support
- Live chat support
- Sales expertise
- Research
- Sales closing
- Cross-cultural communication
- Healthcare systems
- Community development
- Humanitarian assistance
- Teamwork and collaboration
- Time management
- Reliability
- Excellent communication
- Organizational skills
- Professional demeanor
Timeline
Customer Service Representative II
Insperity
11.2023 - Current
Customer Service Representative
Forrest Solutions
03.2023 - 11.2023
Customer Service Specialist
Unbound
04.2016 - 03.2021
Customer Service Representative
CVS Caremark
08.2014 - 04.2016
High School Diploma -
J.C. Harmon High School
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