Summary
Overview
Work History
Education
Skills
Timeline
Generic

Lisa Hansen

Starke,FL

Summary

Knowledgeable and dedicated customer service professional with extensive experience in the utility 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.

Dynamic individual with hands-on experience in customer service and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.

Overview

29
29
years of professional experience

Work History

Licensed Insurance Agent

Bankers Life
03.2023 - 06.2024
  • Medicare Planning - Identifying gaps in coverage as clients enter retirement.
  • Explain Medicare options and obligations as they join for the first time at age 65. Advising and coordination of health, critical care, long-term care, and final expense coverage.
  • Calculated quotes and educated potential clients on insurance options.
  • Developed sales leads from direct referrals, networking and targeted marketing campaigns.
  • Responded to customer calls swiftly to resolve issues and answer questions.
  • Built relationships with clients using active listening and issue resolution to provide excellent service.

Analyst Sr

Gainesville Regional Utilities
04.2016 - 02.202
  • Supported the many areas of the Customer Operations Division by providing support through the Customer Operations Project Management Dept.
  • Liaison for internal accounts, IT, and vendors. Applied 30 years of utility experience to solve complex functional problems and provided collaborative solutions to facilitate compromise between deadlocked teams.
  • Primary contact for inquiries, concerns, and escalations. Held regularly scheduled meetings to ensure a high level of communication and customer service.
  • Performed research and system analysis, defect resolution, functional, and integrated systems testing.
  • Created end-user training material for the functional departments using the integrated systems.
  • Documented defects, known issues, changes, and resolutions in IT Incident Management (ITIM) systems.
  • Create and maintain documentation as it relates to any known issues, changes, or fixes.

Business Systems Analyst II

Gainesville Regional Utilities
06.2007 - 04.2016
  • SAP CCS Support - Provided support for SAP CIS Front Office processes, workflow design, technical and business Master Data, system configuration
  • Requirements gathering for system design and fixes
  • Created test strategies for updates and fixes for multiple functional areas
  • Managed various projects as the liaison between our internal IT Dept, the City of Gainesville's Planning Department, Finance Department, Public Works, and outside vendors.

Customer Service Rep

Gainesville Regional Utiliies
07.1995 - 06.2007
  • Maintain excellent customer service for both internal and external utility customers, via phone center, fax, and email.
  • Customer Service lead for our initial implementation of the SAP/ISU platform. Which provided the opportunity for growth in the IT Department and through out customer operations division.
  • Lead trainer for Customer Service new hires.

Education

HS Diploma - General

Bradford High School
Starke, FL
06-1983

Skills

  • Great communication skills - ability to understand technical information and relay that to users in laymen terms
  • Strong leadership skills with emphasis on communication, collaboration, and team building
  • Excellent time management and follow through
  • Passionate about organizational change management and buy in

Timeline

Licensed Insurance Agent

Bankers Life
03.2023 - 06.2024

Analyst Sr

Gainesville Regional Utilities
04.2016 - 02.202

Business Systems Analyst II

Gainesville Regional Utilities
06.2007 - 04.2016

Customer Service Rep

Gainesville Regional Utiliies
07.1995 - 06.2007

HS Diploma - General

Bradford High School

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