Data Entry
Lisa Guinn
Southfield,MI
Summary
Dynamic leader with proven expertise in complaint resolution and training, honed at State Farm and J&B Medical Supplies. Excelled in staffing coordination, enhancing customer satisfaction, and mentoring teams to exceed performance goals. Skilled in fostering loyalty and resolving issues, significantly boosting client satisfaction and team efficiency.
Overview
14
14
years of professional experience
Work History
Customer Service Manager
State Farm
12.2019 - 08.2024
- Followed through with client requests to resolve problems.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Kept accurate records to document customer service actions and discussions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Took ownership of customer issues and followed problems through to resolution.
- Researched and corrected customer concerns to promote company loyalty.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Customer Service Representative
J&B Medical Supplies
09.2010 - 10.2019
- Responded to customer requests for products, services, and company information.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Investigated and resolved accounting, service and delivery concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Documented and detailed calls and complaints using call center's CRM database.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Investigated and resolved customer inquiries and complaints quickly.
- Cross-trained and backed up other customer service managers.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Education
Bachelor of Science - Business Administration And Management
Ferris State University
Big Rapids, MI05-2020
Skills
- Complaint resolution
- Training and mentoring
- Staffing coordination
Software
Spread Sheet
Programming
Microsoft Office
Timeline
Customer Service Manager
State Farm
12.2019 - 08.2024
Customer Service Representative
J&B Medical Supplies
09.2010 - 10.2019
Bachelor of Science - Business Administration And Management
Ferris State University
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