- Highly competent professional offering strong organizational skills, dedication, and initiative to improve the support of daily operations. Capabilities include handling large work volume, work efficiently independently, or within a team; highly dependable, organized, and adaptable. Keys to business success an to delivering comprehensive marketing plans to corporate, non-profit and government organizations. Decision-maker with excellence communication, research and creative problem-solving.
- Bachelor’s Degree in Business Administration completed.
- 27+ years as a CDL holder. Experience with transportation of Special Needs children and adults.
- Truck driving experience. Transporting cargo throughout 50 states.
- 2+ years of combined educational and work related experience in medical claims and health insurance processing; 5+ years experience working with adults who have various mental and physical disabilities.
- Ability to understand, follow and enforce all laws, rules, policies, procedures, and regulations.
- Problem solver; ability to make administrative/procedural decisions, using sound judgment and analytical skills to identify and solve discrepancies in applicant claims.
- Highly proficient with editing and organizing a wide variety of written materials and statistical information.
- Ability to logically compose information for inclusion in correspondence to document decisions.
- Outstanding communication skills include ability to listen, speak clearly and write concisely in English.
- Resource planning, scheduling, requirement gathering, process improvement, skilled negotiations,and knowledge of design and development.
Hi, I’m
LISA DIXON
Milwaukee,WI
Summary
Overview
13
years of professional experience
1
Certification
Work History
Blue Cross Blue ShieldEden Prairie, MN
Insurance Claims Adjuster
04.2017 - 07.2022
Job overview
- Processed insurance claims; handled up to 60+ calls per day; represented 5 different insurance companies
- Confirmed benefits coverage’s, co-pays, deductibles, and made adjustments to policies as needed
- Utilized medical terminology, HIPPA policy knowledge, and ensured that all customer questions were answered thoroughly and that claims and policies were updated to suit the customers individual needs
- Utilized Blue Cross and Blue Shield specialized software
- Proficiency in computer usage, frequently used specialized software updates, navigated and read electronic medical records, and managed multiple screens, utilized the internet policy manuals to research issues
- Addressed customer service inquires in a timely and accurate manner
- Recognized as a valuable and knowledgeable employee.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend, and holiday shifts.
- Organized and detail-oriented with a strong work ethic.
- Strengthened communication skills through regular interactions with others.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Learned and adapted quickly to new technology and software applications.
- Proved successful working within tight deadlines and a fast-paced environment.
- Developed and maintained courteous and effective working relationships.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Time WarnerEden Prairie, MN
Customer Service Specialist
02.2014 - 04.2017
Job overview
- Performed highly detailed work; handled over 100 customer calls per day regarding services, technical assistance, payment processing services; resolved customer complaints and resolutions calls
- Conducted software installs and re-booting when necessary
- Demonstrated mastery of customer service within specified timeframes
- Articulated and enforced Service Center policies, procedures and quality insurance measures.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Provided primary customer support to internal and external customers.
- Ensured timely follow-up on pending cases, reducing the number of unresolved issues significantly over time.
- Maintained and managed customer files and databases.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
- Provided comprehensive support during periods of high call volume by adjusting schedules to accommodate increased needs efficiently.
- Educated customers about available resources such as online FAQs or user guides that could help them resolve future concerns independently.
- Conducted thorough research to address complex customer issues, ensuring complete resolution within specified timeframes.
- Implemented feedback from supervisors to improve performance in key areas such as empathy and active listening.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
- Overcame language barriers when necessary by utilizing translation tools or coordinating assistance from multilingual colleagues.
- Monitored quality assurance metrics regularly, identifying opportunities for personal growth and development within the role.
- Tracked customer interactions using CRM software, helping the team identify trends and areas of improvement in service delivery.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Developed customer service improvement initiatives to decrease customer wait times.
- Answered constant flow of customer calls with minimal wait times.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Processed customer service orders promptly to increase customer satisfaction.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Cross-trained and provided backup support for organizational leadership.
- Trained new personnel regarding company operations, policies and services.
- Maintained up-to-date knowledge of product and service changes.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Promptly responded to inquiries and requests from prospective customers.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Developed and updated databases to handle customer data.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Cross-trained and backed up other customer service managers.
- Implemented and developed customer service training processes.
- Managed timely and effective replacement of damaged or missing products.
- Increased efficiency and team productivity by promoting operational best practices.
- Trained staff on operating procedures and company services.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved accounting, service and delivery concerns.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Sought ways to improve processes and services provided.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Created and maintained detailed database to develop promotional sales.
US CellularSouth Milwaukee, WI
Store Manager
11.2012 - 02.2014
Job overview
- Meet and exceed all targets for quality and quantity
- Accountable for results regardless of circumstances
- Ensure all customers are engaged
- Actively work the sales floor during peak traffic time
- Daily sales call attendance
- Inventory of products
- Input contracts in system and process contracts for customers
- Monitor and report on variance and ensure proper levels of integrity
- Accountable inventory variances and shrinkage
- Employee development
- Cash management
- Daily tracking and reporting
- Accountable for integrity and accuracy
- Cashiering
- Daily cash count, bookkeeping and daily log activity
- Bank deposit
- Credit Card transaction and activity.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Organized special events such as seasonal sales promotions to drive foot traffic into the store and increase sales opportunities.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Assessed local market trends to make informed decisions regarding product assortment adjustments or pricing changes based on consumer demand patterns.
- Developed and implemented successful staff incentive programs to motivate employees.
- Supervised guests at front counter, answering questions regarding products.
- Increased store profitability by implementing cost-saving measures and efficient inventory management strategies.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Trained and guided team members to maintain high productivity and performance metrics.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Reduced operational risks while organizing data to forecast performance trends.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Raised property accuracy and accountability by creating new automated tracking method.
- Implemented a loyalty program that boosted repeat business and increased overall sales revenue.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Reported issues to higher management with great detail.
- Developed strategies for attracting new customers by analyzing demographic data and conducting targeted marketing initiatives.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Ensured compliance with all applicable laws, regulations, policies by regularly reviewing store procedures and taking corrective measures when necessary.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Managed inventory control, cash control, and store opening and closing procedures.
- Streamlined purchasing processes, negotiating with vendors for better prices and payment terms.
- Collaborated with other managers to develop company-wide initiatives aimed at improving overall performance across all locations.
- Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
- Maximized sales by creating innovative visual merchandising displays and store layouts.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Rotated merchandise and displays to feature new products and promotions.
- Developed a successful employee retention plan, reducing staff turnover rates significantly.
US CellularWaukesha, WI
Customer Service Representative
02.2009 - 11.2012
Job overview
- High volume call center 100+ calls daily
- Accurate data input in system
- Multi-task between different systems
- Renew and upgrade contracts products and service
- Resolve escalated calls
- Retain customers
- Calculate minutes and monthly plans
- Accept Credit card payments
- Sale products and services.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided primary customer support to internal and external customers.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Tracked customer service cases and updated service software with customer information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
- Managed timely and effective replacement of damaged or missing products.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Developed and updated databases to handle customer data.
- Cross-trained and provided backup support for organizational leadership.
- Investigated and resolved accounting, service and delivery concerns.
- Trained staff on operating procedures and company services.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Increased efficiency and team productivity by promoting operational best practices.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Implemented and developed customer service training processes.
- Cross-trained and backed up other customer service managers.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Created and maintained detailed database to develop promotional sales.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Education
Full Sail UniversityWaite Park, FL
Bachelor’s of Business Administration
08.2015
University Overview
Skills
- Typing 45 wpm
- Keyboard Skills
- Data entry
- MS Word
- Excel
- Powerpoint
- Outlook
- Windows 7
- Vista
- Internet Applications
- Communication Skills with customers internal/external
Certification
- Computer skills consists of: MS Word, Excel, Power Point, Outlook, Windows 7, Vista and Internet applications; fast and accurate keyboarding
- Pro Test Typing Certificate
- National Career Readiness Certificate (NCRC)
- Commercial Drives License (CDL) Class B, Endorsements: Passenger and School Bus
Timeline
Insurance Claims Adjuster
Blue Cross Blue Shield
04.2017 - 07.2022
Customer Service Specialist
Time Warner
02.2014 - 04.2017
Store Manager
US Cellular
11.2012 - 02.2014
Customer Service Representative
US Cellular
02.2009 - 11.2012
Full Sail University
Bachelor’s of Business Administration