Lisa Burton
Renton,WA
Summary
Dedicated Client Service professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the Client Service Department.
Overview
27
27
years of professional experience
Work History
Director of Client Services
Transworld Systems Inc
07.2019 - Current
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Interacted with clients on regular basis to quickly alleviate issues and provide project updates.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Established performance and service goals and held associates accountable for individual performance.
- Performed duties and provided service in accordance with established operating procedures and company policies.
Client Service Manager
Convergent Outsourcing Inc (FKA ER Solutions)
05.2008 - 07.2019
- Enhanced client satisfaction by addressing concerns and providing timely solutions.
- Managed multiple projects simultaneously, ensuring timely completion and high-quality outcomes.
- Implemented key performance indicators to monitor team performance, driving continuous improvement initiatives.
- Developed customized service plans tailored to individual client needs, resulting in increased retention rates.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Coached team members on best practices for exceptional customer service, boosting overall performance levels.
- Reduced turnaround times on client requests by streamlining work processes.
Client Service Assistant Manager
ER Solutions, Inc
05.2005 - 03.2008
- Enhanced client satisfaction by providing timely and accurate information on products and services.
- Performed regular audits of existing processes, identifying areas where efficiencies could be achieved without compromising quality or jeopardizing relationships.
- Developed strong relationships with clients, resulting in increased trust and long-term business partnerships.
- Collaborated with internal teams to ensure seamless service delivery to clients.
- Efficiently resolved client issues by liaising with appropriate departments and following up until a satisfactory solution was reached.
- Contributed to the development of training materials for new Client Service Assistants, improving overall team performance.
Client Service Supervisor
ER Solutions, Inc
06.2002 - 05.2005
- Streamlined communication channels for improved efficiency and quicker issue resolution.
- Conducted regular performance evaluations to identify areas of improvement and provide constructive feedback.
- Enhanced client satisfaction by addressing concerns and resolving issues in a timely manner.
- Ensured adherence to company policies and procedures while maintaining exceptional levels of client service standards.
- Collaborated with other departments to address client needs, improving overall customer experience.
- Developed strategies to streamline internal processes, leading to increased productivity within the team.
- Supervised day-to-day operations, ensuring a high level of quality service delivery to clients.
- Delegated tasks according to individual strengths, optimizing skill utilization and overall team performance.
Client Service Lead
ER Solutions, Inc
04.1999 - 06.2002
- Enhanced client satisfaction by promptly addressing concerns and providing customized solutions.
- Boosted team efficiency by streamlining workflows and implementing best practices in client service management.
- Acted as a liaison between clients and internal departments to facilitate prompt resolution of queries or concerns, enhancing overall customer experience.
- Developed strong relationships with clients through consistent communication, ensuring loyalty and repeat business.
- Coordinated with operations teams to ensure successful onboarding of new clients, setting the foundation for long-term partnerships built on trust and reliable service delivery.
- Served as the primary point of contact for escalated issues, deftly navigating challenging situations to achieve satisfactory resolutions while preserving client trust and satisfaction.
- Ensured timely and accurate completion of all client-related documentation, maintaining strict compliance with company policies and regulatory requirements.
- Investigated and resolved customer inquiries and complaints quickly.
Client Service Representative
ER Solutions, Inc
01.1997 - 04.1999
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Managed incoming calls, providing prompt and accurate information to clients about products and services.
- Responded to customer calls and emails to answer questions about products and services.
- Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
Receptionist
ER Solutions, Inc
11.1996 - 01.1997
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive first impression.
- Responded to inquiries from callers seeking information.
- Answered central telephone system and directed calls accordingly.
Education
Bellevue Community College
Bellevue, WASkills
- Client Relationships
- Compliance understanding
- Customer Service
- Team Leadership
- Decision-Making
- Problem Resolution
- Managing Operations and Efficiency
- Hiring and Training
- Team Development
- Documentation And Reporting
Accomplishments
- Supervised team of [Number] staff members.
Timeline
Director of Client Services
Transworld Systems Inc
07.2019 - Current
Client Service Manager
Convergent Outsourcing Inc (FKA ER Solutions)
05.2008 - 07.2019
Client Service Assistant Manager
ER Solutions, Inc
05.2005 - 03.2008
Client Service Supervisor
ER Solutions, Inc
06.2002 - 05.2005
Client Service Lead
ER Solutions, Inc
04.1999 - 06.2002
Client Service Representative
ER Solutions, Inc
01.1997 - 04.1999
Receptionist
ER Solutions, Inc
11.1996 - 01.1997
Bellevue Community College