Lisa Graves
Waco,TX
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Atmos Energy
Waco, TX
01.2023 - 06.2024
- Developed strong relationships with customers by providing personalized assistance and support.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Updated databases with new and modified customer data.
Surgery Scheduler
Providence Hospital and Medical Center
Waco, TX
11.2017 - 06.2021
- Collaborated with other hospital personnel to coordinate resources for optimal patient flow during surgery scheduling processes.
- Coordinated with patients, staff, and physicians to ensure accurate scheduling of surgeries.
- Adhered to HIPAA guidelines when handling confidential information.
- Assisted doctors in resolving any conflicts related to surgery times or delays due to unforeseen circumstances.
- Created and managed surgical schedules for over 20 surgeons.
- Coordinated work processes and routed paperwork to appropriate physicians and staff members
- Ordered and maintained supply inventory for medical office.
Call Center Supervisor
Baylor Scott & White
Marble Falls, TX
01.2014 - 09.2017
- Identified areas where additional training was needed among existing staff members.
- Scheduled appointments for 5 separate clinics totaling over 15 providers.
- Processed referrals to Surgeons and Specialists.
- Ensured that agents complied with applicable laws regarding privacy protection.
- Monitored calls for quality assurance purposes.
- Maintained accurate records of all customer interactions using the company's CRM system.
- Performed root cause analysis to identify opportunities for improvement in operations.
- Created incentives for employees who achieved high performance standards.
- Resolved escalated customer complaints in a timely manner.
- Managed staff scheduling to ensure adequate coverage during peak hours for up to 15 employees.
- Conducted performance reviews of call center staff and documented results.
- Participated in hiring interviews and selection process for new team members.
- Provided guidance, training, coaching and mentoring to call center team members.
- Reviewed daily reports on call volume, sales, abandoned calls and other statistics.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Facilitated individual coaching sessions with CSRs to realign productivity goals.
- Oversaw daily operations of call center team, ensuring adherence to performance standards.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
Lead Mental Health Technician
River Crest Hospital
San Angelo, TX
10.2010 - 07.2013
- Managed multiple projects simultaneously while meeting deadlines.
- Safety Training Instructor
- Transported discharged patients to their homes.
- Developed therapeutic relationships with clients through active listening and empathy.
- Maintained a safe environment by enforcing policies, procedures, and safety regulations.
- Organized recreational activities to promote physical well-being and foster socialization among patients.
- Encouraged positive behavior changes through reinforcement techniques such as reward systems.
- Provided support to clinical staff in the implementation of therapeutic interventions.
- Supervised mental health technicians, providing guidance, training and feedback.
- Performed administrative duties such as scheduling appointments, filing paperwork, ordering supplies.
- Demonstrated empathy towards clients while maintaining professional boundaries.
- Acted as an advocate for patients' rights in accordance with ethical standards of practice.
- Documented patient interactions in compliance with HIPAA requirements.
- Utilized de-escalation techniques to manage and prevent patient crises effectively.
Education
Bachelor of Science - Criminal Justice
Southern New Hampshire University
Hooksett, NH05-2022
High School Diploma -
Erath Excels Academy
Stephenville, TX12-1999
Skills
- Customer satisfaction measurement
- Paperwork Processing
- Scheduling
- Call Management
- Appointment Scheduling
- Credit card payment processing
- Active Listening
- Positive and professional
- Multi-Task Management
Timeline
Customer Service Representative
Atmos Energy
01.2023 - 06.2024
Surgery Scheduler
Providence Hospital and Medical Center
11.2017 - 06.2021
Call Center Supervisor
Baylor Scott & White
01.2014 - 09.2017
Lead Mental Health Technician
River Crest Hospital
10.2010 - 07.2013
Bachelor of Science - Criminal Justice
Southern New Hampshire University
High School Diploma -
Erath Excels Academy