LISA DRAKE
Knoxville,TN
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the 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
26
26
years of professional experience
Work History
Customer Service Representative
GC Services
, TN
08.2018 - 11.2023
- Resolves product or service problems by clarifying customer's complaint; determining cause of problem; selecting and explaining best solution to solve problem; expediting correction or adjustment; following up to ensure resolution
- Serves as liaison between customer and various departments
- Serves as remote access to troubleshoot login issues and online application process.
- Managed over 50 calls per day and 60 Electronic Mail tickets
- Handled customer inquiries and suggestions courteously and professionally
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Answered constant flow of customer calls with minimal wait times
- Answered customer telephone calls promptly to avoid on-hold wait times
- Tracked customer service cases and updated service software with customer information
- Utilized customer service software to manage interactions and track customer satisfaction
- Developed customer service policies and procedures to meet and exceed industry service standards
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management
- Promptly responded to inquiries and requests from prospective customers
Customer Service Technical Representative
GC Services K12 Online School
Knoxville, TN
04.2017 - 08.2018
- Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Online troubleshooting laptops, desktop computer and personal laptop and desktop computers
- Responded to customer inquiries and provided technical assistance over phone and in person
- Diagnosed and troubleshot hardware, software and network issues
- Researched and identified solutions to technical problems
- Created user accounts and assigned permissions
- Provided primary customer support to internal and external customers
- Recommended products to customers, thoroughly explaining details
- Communicated with vendors regarding backorder availability, future inventory, and special orders
- Answered product and service questions, suggesting other offerings to attract potential customers
Administrative Secretary
CDT, Tennessee Alchol Beverage Commission
Knoxville, TN
08.2016 - 03.2017
- Performed variety of general staff administrative duties to support program operations
- Processing 100 applications daily for issuing of server permits/licenses
- Reviews applications to ensure applicant meets requirements for requested service
- Compiles specific program related information as required by program area
- Monitoring and Controlling Resources:
- Monitors inventory of permits for licensed servers
- Evaluating Information to Determine Compliance with Standards: Verifies eligibility information to ensure federal/state standards are met
- Communicating with Persons Outside Organization:
- Serves as liaison between agency and general public, persons in other state departments and divisions, officials, and entities outside organization in order to explain matters of procedures and regulations
- Responded to inquiries from callers seeking information
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance
- Created and updated records and files to maintain document compliance
- Provided clerical support to company employees by copying, faxing, and filing documents
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests
- Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail
Sys Recruiter
Artech Information
Knoxville, TN
03.2015 - 06.2016
- 200+ outbound call to customers daily using call ahead tool to increase technician dispatch efficiency for confirmation of appointments
- Performed variety of detailed administrative and support services to organization
- Advanced skill level of software programs (Outlook, Excel - Microsoft suites) and office equipment to perform assignments.
Executive Admin Assistant/Office Manager
Sharp Electronic dba DUMPCABLE DISH retailer
Knoxville, TN
12.2012 - 10.2014
- Maintained executive's appointments schedule by planning and scheduling meetings, conferences, teleconferences, and travel
- Represent the executive by attending meetings in the executive's absence; speaking for the executive
- Produced information by transcribing, formatting, inputting, editing, relieving, copying, and transmitting text, data, and graphics
- Provide how-to assistance to enable end users to get desired results in product usage
- Dispatch Operator of 23 subcontractor technicians for satellite service ( i.e
- GA, TN, AR)
- Supervised 4 staff employees’
- Welcomes guests and customers by greeting them, in person or over the telephone; answering or directing inquiries
- Maintain customer’s confidence and protected operations by keeping information confidential
- Complete projects by assigning work to clerical staff; following up on results
- Prepare reports by collecting and analyzing information
- Secures information by completing data base backups
- Maintained office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; evaluating new office products; placing and expediting orders for supplies; verifying receipt of supplies.
Customer Service/Scheduling
SecureWatch/ADT
Knoxville, TN
03.2012 - 06.2012
- Process sale orders into Sedona ERP system, including billing information, shipping information, SIC codes, due dates, product and graphics configuration as well as specifications
- Assisted inbound calls with any questions/issues from sales rep technicians in field and customers
- Finalized order information independently or requested assistance to answer sale consultant's questions
- Coordinated, prioritized, and scheduled installations with service techs as well as documenting all calls, answering phones and paging residential service workers
- Confirmed all installation appointments, using tracking system for all scheduled installations.
Computer Support
SAIC
Oak Ridge, TN
06.2011 - 08.2011
- Reformatted a Lotus Notes database of 3400 documentations to MS Word desktop publishing of and any related technology
- Interacted with numerous computer platforms in a multilayered client server environment (i.e
- Lotus notes, mindtouch and remedy ticketing system).
Administrative Assistant/Front Desk
BHG Medical Clinic
Knoxville, TN
08.2010 - 05.2011
- Maintained registers and made daily deposits
- Greeted all individuals entering the treatment center
- Maintained security of treatment center funds and provide financial reporting
- Completed weekly financial journals for end day reports, performed daily accounting duties
- Checked and perform patient and key staff about the patient’s monetary status, collect an account for patient fee via SAMMS software database (Substance Abuse and Medication Management System)
- Researched, verified patient accounts for errors and/or discrepancies
- Validated patient participation in program through checking identification
- Maintained patient confidentiality and appropriate boundaries with patients
- Complies with and adheres to all regulatory compliance areas, policies and procedures and "best practices".
Account Representative Student Loans
GC Services
Knoxville, TN
06.2008 - 01.2010
- Collected delinquent accounts based on an assigned monthly budget in accordance with GC Services and Client policies as well as all specified FDCPA, state and city laws
- Advised callers of solutions in resolving delinquent accounts
- Empathizing and establishing rapport with customers
- Documented all collections activity concisely and accurately on the STAR/CLIENT system
- Corrected deficiencies and oversights during quality assurance reviews as outlined by the Unit Manager
- Assistant Manager and/or Manager
- Liaison between borrowers and third-parties such as loan service’s and the Federal DOE to facilitate timely resolutions for delinquent borrowers
- Excellent reviews for time between calls, Hold time, Number of calls per hour, Average talk time per call.
Customer Service Representative
Waste Connections, Inc
Knoxville, TN
03.2007 - 05.2008
- Resolved customer requests, questions and complaints frequently requiring analysis of situations to determine best use of resources
- Serves as liaison between the customer and various departments
- Operated office equipment inclusive to ground radio, computers and terminals as necessary
- Provided pricing and delivery information, processes orders, and prepares cash reports
- Sets up new accounts, maintains records, prepares reports and performs work processing assignments and related clerical duties
- Solicited sales of new or additional services
- Provided valuable service to customers (i.e
- Schedule day of pickup either trash or recycle for city or counties)
- Documented all new account setup and collections activity concisely and accurately
- Corrected deficiencies and oversights during quality assurance
- Collected delinquent accounts based in accordance with policies
- Advised callers of solutions in resolving delinquent accounts.
Administrative Assistant Analyst/ Technical
Bank of America
Atlanta, GA
09.1997 - 02.2006
- Organized and coordinated Sr
- VP office activities: compose correspondence, assists with presentations, relays all phone messages in timely manner, prepares and maintains accurate records, reports and correspondence with high degree of attention to detail
- Customer related issues
- Supported 27 staff employees; 5 SVP for Administrative and Marketing functions
- Gathered data, binding, editing/proofreading for Proposal preparation presentation
- Opened, date stamps and routed incoming mail for staff
- Responsible for budgetary Excel spreadsheet of $100M for Dept of Treasury
- Maintained sensitive and confidential material in professional manner
- Hand delivers incoming faxes as arrive
- Set up bridge line calls for upper level Management
- Directed all calls relating to Banking Center /
- Answered questions or resolve computer problems for clients in person, via telephone or from remote location
- Prepared expense reports for management
- Coordinated all office functions including staff travel arrangements - conference planning - appointments - payroll
- Assisted with Accounts Payable, Accounts Receivable for contractor/vendor payments
- Organized and finalized travel arrangements for Senior Management group
- Searched web for news and information, backed up personal data to Internet
- Provided assistance concerning use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems
- Provided services for multimedia scanning, formatting/reformatting for MS documentations
- Scanned, print, photographs, documents, etc
- And import/export; correct color and manipulate images as required using provided software; burned digital images and/or documents to CD
- Recorded technical, item, and structural metadata in spreadsheet.
- Reported expenses in compliance with organizational policies
- Coordinated travel arrangements, managed itineraries and booked flights, hotels, ground transportation and restaurants
- Managed calendar, anticipated needs and oversaw team's time
Administrative Support Specialist
AT&T
- • 100/200+ outbound call to customers daily using call ahead tool to increase technician dispatch
- Efficiency for confirmation of appointments.
- • Performed variety of detailed administrative and support services to organization.
- • Advanced skill level of software programs (Outlook, Excel - Microsoft suites) and office equipment to
- Managed filing system, entered data and completed other clerical tasks
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service
- Facilitated timely delivery of special projects to meet organizational and departmental objectives
- Completed forms, reports, logs and records to quickly handle all documentation for human resources
- Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders
- Transcribed and organized information to assist in preparing speeches and presentations
- Established administrative work procedures to track staff's daily tasks
Education
Certificate of Completion in Online Microsoft Computer Technology - undefined
Bank of America GA
February 2006
Certificate of Completion in dBase III programming - undefined
USDA Grad School of Programming
1992
Diploma - General Studies Office Automation
Austin High S
June 1983
Skills
- Microsoft Office (8 years)
- Office Automation (10 years)
- Customer Service Skills (10 years)
- Administrative Skills (8 years)
- Clerical Skills (10 years)
- Account Management skills (8 years)
- Office Administration (10 years)
- Organizational Skills (8 years)
- Call Center (6 years)
- Technical Support (8 years)
- Problem Resolution (8 years)
- Travel Arrangements (8 years)
- Office Equipment (10 years)
- Telephone Skills (10 years)
- Projects Remedy Ticketing System
Additional Information
- Authorized to work in the US for any employer
- Awards , Certificates of Outstanding Performance COORDINATED THE OFFICE RENOVATION BONUS INCENTIVE $5000 OCTOBER 2000 RANKED #1 TOP QUALITY ASSURANCE PERFORMANCE MAY 2020
Timeline
Customer Service Representative
GC Services
08.2018 - 11.2023
Customer Service Technical Representative
GC Services K12 Online School
04.2017 - 08.2018
Administrative Secretary
CDT, Tennessee Alchol Beverage Commission
08.2016 - 03.2017
Sys Recruiter
Artech Information
03.2015 - 06.2016
Executive Admin Assistant/Office Manager
Sharp Electronic dba DUMPCABLE DISH retailer
12.2012 - 10.2014
Customer Service/Scheduling
SecureWatch/ADT
03.2012 - 06.2012
Computer Support
SAIC
06.2011 - 08.2011
Administrative Assistant/Front Desk
BHG Medical Clinic
08.2010 - 05.2011
Account Representative Student Loans
GC Services
06.2008 - 01.2010
Customer Service Representative
Waste Connections, Inc
03.2007 - 05.2008
Administrative Assistant Analyst/ Technical
Bank of America
09.1997 - 02.2006
Administrative Support Specialist
AT&T
Certificate of Completion in Online Microsoft Computer Technology - undefined
Bank of America GA
Certificate of Completion in dBase III programming - undefined
USDA Grad School of Programming
Diploma - General Studies Office Automation
Austin High S
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