Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Lisa Capshaw

New Baltimore,MI

Summary

Proven expert in customer service excellence and problem-solving, I significantly exceeded sales targets at Dako and VW Credit, Inc through effective communication and rapport building. Trained in call center operations and skilled in multitasking, my tenure at VW Credit, Inc. enhanced service processes, achieving high customer satisfaction. Reliably led team training, showcasing my dedication to improvement and teamwork.

Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

11
11
years of professional experience

Work History

Experience Managment

VW Credit, Inc
03.2015 - Current

- Assisted the customer with End of Lease and Retail obligations/responsibilities.

- Review account specific information.

- Respond to customer requests, offering excellent support and tailored recommendations to address their needs.

- Process payments/payment extentions/lease extentions/additional mileage purchase.

- Sought ways to improve processes and services provided.

- Followed up with customers about resolved issues to maintain high standards of customer service.

- Trained new personnel regarding company operations, policies and services.

- Educated customers about billing, payment processing and support policies and procedures.

- Met customer call guidelines for service levels, handle time and productivity.



Sales and Service Representative

Dako
05.2014 - 03.2015

- Delivered specific account information

- Assisted in the End of Lease process

- Assisted in the process to purchase the vehicle at the end of lease.

- Implemented upselling of Vehicle protection plans.

- Achieved and exceeded sales targets consistently by utilizing communication skills and product expertise.

- Built rapport with customers which provided positive feedback from satisfied customers.


Education

High School Diploma -

Stevenson High School
Sterling Heights, MI
06-1995

Skills

  • Problem-solving skills
  • Multitasking
  • Reliability
  • Customer service excellence
  • Teamwork skills
  • Phone Etiquette
  • Call center experience
  • Rapport Building
  • Communication Skills
  • Inbound call answering

Accomplishments

Was chosen to apart of the VCI Core and Culture workshop.

I was selected to apart of YODA Early Adaptors and assist with getting other representatives trained and ready for YODA.

Was selected to apart of the Ecomm Task Force to assist with the back log of Ecomms.

I ranked #1 among the rest of all Level 2/3 over the past year.

Shadow partner for new L2 and TP representatives.

Submitted and approved change management for cold transfer process.


Timeline

Experience Managment

VW Credit, Inc
03.2015 - Current

Sales and Service Representative

Dako
05.2014 - 03.2015

High School Diploma -

Stevenson High School
Lisa Capshaw