Lisa Bush
Ballston Spa,NY
Summary
Accomplished, enthusiastic, motivated Senior Customer Service Representative with more than 10 years at Cascades Tissue Group, proficient in order management, complaint resolution, analyzing data, trends, spikes and cross-functional collaboration. Providing outstanding customer service, engaging customers and building relationships and trust with buyers, creating very strong customer partnerships. Consistently exceeding customers high service level standards. Achieving cost savings in logistics and transportation by eliminating STO transfers, shipping from producing mills only. Pioneered a backhaul program at Target, saving over $2 million in its first year in only the start up DC.
Overview
36
36
years of professional experience
Work History
Senior Customer Service Representative
Cascades Tissue Group
08.2013 - Current
- Established strong rapport with customers, fostering long-term relationships and building trust for a mutual partnership.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Developed solutions-oriented approaches when faced with challenging situations or dissatisfied customers.
- Addressed issues with diplomacy and tact while finding resolutions that satisfied both the customer and company interests.
- Analyzed customer data to identify trends and opportunities for improving customer satisfaction and service levels.
- Collaborated with cross-functional teams to develop new strategies for enhancing customer experience.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed highly empathetic customer relationships and earned a reputation for exceeding service standard goals.
- Liaised with Essendant, sales, planning and production teams to achieve high levels in forecast accuracy and MAPE score.
Server-Trainer
Red Robin
03.2004 - 01.2019
- Trained new team members on restaurant procedures, menu items, and performance strategies.
- Mentored new hires through the training process, ensuring they became productive team members quickly and efficiently.
- Addressed customer concerns promptly and professionally, resolving issues and preventing negative reviews or feedback.
- Demonstrated strong knowledge of food and beverage service standards and led by example to instill in new servers.
- Maintained cleanliness standards throughout dining areas, contributing to a positive dining experience for guests.
- Developed strong relationships with regular customers, encouraging repeat business and loyalty to the establishment.
- Enhanced customer satisfaction by providing efficient and friendly service during peak hours.
- Collaborated with kitchen staff to ensure timely delivery of meals, maintaining a high level of guest satisfaction.
Logistics Trainer, Dispatcher
Target DC
03.2001 - 10.2008
- Provided one-on-one mentoring to help individuals reach their full potential within logistics.
- Pioneered a backhaul program at Target DC in Wilton, NY and was recognized, flown to Headquarters in Minneapolis to work with Mark Horn, Target's head of transportation to develop a training plan to roll out to all Target DC's.
- Traveled to many Target DC's to train logistics team members on starting up a backhaul program for their DC.
- Mentored new hires, resulting in cost savings for each DC.
- Forecasting - Front page of flyer, with no stock outs in any DC.
- Analyzed all inbound goods by DC to identify best backhaul opportunities for each DC, matched up with store lanes and contracted carriers on round trip rates versus one way rates, saved over $2 million dollars the first year of implementation.
CSR, Production Scheduler, Transportation Manager
SOFCO/SQP
10.1988 - 03.2001
- Customer Service - Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Production scheduler - ordered raw materials, plastic pellets, ink, jumbo paper rolls, KDF's, printing mats, etc. Developed artwork for many food chains for printed food containers and created the schedule for the production floor.
- Transportation Manager - Negotiated all LTL and TL rates with carriers/sales reps, achieved cost savings versus freight budget for consecutive years with bonus achieved every year based on results, dedicated carriers to specific lanes, etc.
Education
Computerized Accounting
Mildred Elley
Albany, NYSkills
- Customer Support
- Complaint resolution
- Order Fulfillment
- Cross-Functional Collaboration
- Process Optimization
- Teamwork and Collaboration
- Data Management
- Product Knowledge
Accomplishments
Collaborated with many departments to achieve extremely high service levels within Essendant, back to back years, Cascades was number one in service level for 2023 and so far in 2024, highest OTS and FTF in all of Essendant, helping us win the Essendant Supply Chain Excellence award in back to back years as well.
Timeline
Senior Customer Service Representative
Cascades Tissue Group
08.2013 - Current
Server-Trainer
Red Robin
03.2004 - 01.2019
Logistics Trainer, Dispatcher
Target DC
03.2001 - 10.2008
CSR, Production Scheduler, Transportation Manager
SOFCO/SQP
10.1988 - 03.2001
Computerized Accounting
Mildred Elley
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