Lisa Davis-Washington
STOCKBRIDGE,GA
Summary
Customer service leader with 16 years of experience in issue resolution and service quality improvement. Lead cross-functional teams to reduce resolution times and improve customer satisfaction. Implement customer feedback to drive measurable process improvements.
Overview
16
16
years of professional experience
Work History
Customer Service Lead
AutoTrader Group
Atlanta, Georgia
09.2007 - 06.2023
- Resolved escalated issues from team members or customers efficiently.
- Coached new agents on performance improvement, monitored progress, and motivated them to enhance job knowledge.
- Trained new staff on service procedures and company systems.
- Delivered prompt, friendly, knowledgeable service for routine inquiries and complaints, ensuring customer satisfaction.
- Supported customer service team in resolving inquiries and delivering assistance.
- Implemented feedback processes to enhance customer satisfaction strategies.
- Utilized customer feedback to refine satisfaction strategies, enhancing overall customer experience.
- Reviewed service quality and checked compliance with company standards.
- Participated in regular meetings with the senior management team to discuss the progress of projects and initiatives related to customer service operations.
Education
Some College (No Degree) - Business Administration
San Bernardino Valley College
San Bernardino, CASkills
- Customer service excellence
- Customer relationship management
- Issue resolution
- Customer complaint resolution
- Quality assurance
- Feedback implementation
- Performance evaluation
- Training development programs
- Team leadership
- Problem solving
- Remote customer support
- Digital communication
- Verbal communication
- Customer service
Timeline
Customer Service Lead
AutoTrader Group
09.2007 - 06.2023
Some College (No Degree) - Business Administration
San Bernardino Valley College