Lisa Christmas

Customer Experience Consultant Mentor - 6 Month Project

• Guided and supported 60 CXC trainees by helping them improve their skills, knowledge, and overall effectiveness in delivering exceptional customer experiences.
• Provided coaching, led 20 small groups, facilitated role play, demonstrated live calls, completed 30 observations, provided feedback and offered best practices.
• Provided 2 training curriculum feedback ideas which were implemented.
• Lead 5 small group workshops to help CXC trainees understand the alternative delivery process.

Customer Experience Consultant

• Connect with 40 inbound customers and web leads online and over the phone to find out what they want and need from their next car purchase.
• Use knowledge of the CarMax inventory to guide customers toward vehicles that meet their needs.
• Guide customers through their car buying journey by co-shopping for vehicles, processing appraisal instant offers and verifications, completing finance applications, scheduling vehicle deliveries and perform vehicle transfers.
• Assist customers with a seamless transition from online to in-store purchasing to provide an unrivaled customer service experience.
• Mentor others and achieved sales targets while providing an iconic customer experience.

Assisted 14 American Girl Doll retail store customers remotely by:

• Educating customers on individual store experiences.
• Handled inbound telephone sales calls.
• Placed orders.
• Issued credits and refunds.
• Tracked shipments.
• Booked reservations for various bistros, cafes, doll, and girl hair salons, birthday parties, private celebrations, shopping by appointment, personal shopping, and special events via our reservation system.

• Scheduled vaccinations, including COVID-19.
• Placed, updated, canceled and tracked online orders.
• Provided technical support.
• Troubleshot system, and equipment issues.
• Provided goodwill and cash reward point adjustments.
• Issued refunds.
• Assisted patients with clipping coupons.
• Placed and tracked contact lens orders.
• Documented customer contact in notes on orders.
• Verified HIPPA, and updated patient personal information.
• Enrolled eligible patients in a Save A Trip Refill campaign.
• Verified medications.
• Documented customer contact.
• Received inbound and outbound calls.
• Verified HIPPA and maintenance medication information for patients.
• Helped customers combine maintenance medications for same-day pick-up.
• Navigating multiple system applications.

Assisted 14 American Girl Doll retail store customers remotely by:

• Educating customers on individual store experiences.
• Handled inbound telephone sales calls.
• Placed orders.
• Issued credits and refunds.
• Tracked shipments.
• Booked reservations for various bistros, cafes, doll, and girl hair salons, birthday parties, private celebrations, shopping by appointment, personal shopping, and special events via our reservation system.

• Acted as a training apprentice/assistant trainer for over 10 food and retail catalogs.
• Coached agents.
• Monitoring calls.
• Placed orders.
• Tracking orders.
• Processed inbound technical support calls.
• Handled inbound product calls.
• Worked with high-end special buyers.
• Processed catalog requests.
• Participated in a call monitoring pilot program.