Lisa Fordham
Victorville,CA
Summary
Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
20
20
years of professional experience
Work History
Customer Experience Representative
Gap Inc
Rocklin, CA
04.2021 - Current
- Enhanced customer satisfaction by addressing and resolving issues promptly and professionally.
- Streamlined communication channels for improved efficiency in handling customer inquiries.
- Implemented proactive approaches to anticipate and resolve potential customer concerns, resulting in higher retention rates.
- Collaborated with cross-functional teams to ensure seamless customer experience throughout all touchpoints.
Reservations Agent
Princess Cruises
Santa Clarita, CA
03.2017 - 04.2021
- Enhanced customer satisfaction by efficiently handling all aspects of the reservation process in a timely manner.
- Streamlined workflow for quicker response times, ensuring that clients received accurate information and prompt assistance.
- Assisted in increasing hotel occupancy rates through proactive upselling of rooms, packages, and additional services.
- Managed high call volume with exceptional attention to detail, resulting in fewer booking errors and cancellations.
- Maintained expert knowledge of available room types, pricing structures, and promotional offers to optimize revenue generation.
- Developed rapport with guests through personalized interactions, fostering loyalty and encouraging repeat business.
Western Dental
Dental Receptionist
Los Angeles, CA
09.2004 - 03.2016
- Enhanced patient satisfaction by providing top-notch dental care during externship.
- Assisted dentists in various procedures, resulting in efficient and smooth appointments.
- Improved office organization by maintaining accurate and up-to-date patient records.
- Conducted thorough sterilization of instruments and equipment to maintain a safe environment for patients and staff.
- Supported office operations by scheduling appointments and managing phone lines effectively.
Education
Dental Assistant -
United Education Institute
Huntington Park, CA01.2003
High School Diploma -
George Washington Preparatory High School
Los Angeles, CA06.1989
Skills
- Complaint Handling
- Customer Education
- Complaint resolution
- Appointment Scheduling
- Call center experience
- Returns processing
- Customer Service
- Quality Control
- Promotional support
- Order Processing
- De-Escalation Techniques
- Call Documentation
Timeline
Customer Experience Representative
Gap Inc
04.2021 - Current
Reservations Agent
Princess Cruises
03.2017 - 04.2021
Western Dental
Dental Receptionist
09.2004 - 03.2016
Dental Assistant -
United Education Institute
High School Diploma -
George Washington Preparatory High School