Summary
Overview
Work History
Education
Skills
Certification
Timeline

Lisa Hawkins

Vine Grove,KY

Summary

Dedicated and success-driven customer service specialist seeking a fast-paced and challenging position to contribute to the overall value of the company and enhance skills. With experience in management, training, and customer service, possesses the ability to prioritize and make on-the-spot decisions regarding customer transactions. Adept at balancing customer satisfaction issues with the company's exposure to loss and fraud. Excellent verbal and written communication skills inspire and motivate others with confidence and influence. Excels in time management, strategic planning, and organizational skills. Consistently exhibits tact and diplomacy while working with diverse employees and customers. Self-motivated team player values challenging work and adapts well to frequent changes.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Store Manager/ Customer Loyalty/Faud Analysist

Zappos Family of Companies
09.2015 - Current
  • Providing guidance, instruction, direction and leadership to the outlet team
  • Train motivate and problem solve to ensure the smooth operations of the day to day flow
  • Reconciling cash tills and company safe
  • Performed risk assessments to determine level of fraud risk and prioritize investigations.
  • Enhanced detection capabilities for potential fraudulent activities through regular review of account transactions and patterns.
  • Consistently exceeded performance targets by demonstrating keen attention to detail and exceptional analytical skills in identifying fraudulent patterns.
  • Conducted thorough investigations on suspicious cases, ensuring timely resolution and minimizing financial impact.
  • Keeping the team culturally engaged
  • Conflict management between team members and additionally customers
  • Optimized staff performance through regular evaluations, coaching sessions, and goal-setting initiatives.
  • Evaluated customer data to identify and prevent fraudulent activities.
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.

Inbound Problem Solver

Amazon
10.2014 - 10.2015
  • Researched customer accounts in order to find the root cause of errors
  • Assisted management by training and developing new Problem solve associates
  • Ran reports and assisted with problem solving aging items
  • Utilized advanced problem-solving techniques to address unique customer concerns, often finding creative solutions that exceeded expectations.

Education

Associate of Science - Radiograhy

Elizabethtown Community And Technical College, Elizabethtown, KY
05-2027

Diploma - Business

Meade County High School, Brandenburg, KY
01.2001

Skills

  • Customer service
  • Customer relations
  • Multitasking and organization
  • Store operations
  • Customer service management
  • Training and mentoring
  • Outstanding communication skills
  • Team leadership and coaching
  • Leadership development
  • Data analysis
  • Fraud prevention
  • Fraud detection

Certification

KPA, 07/01/10, Present, Kentucky Paraeducator Assessment Exam equivalent to a two year degree to work as a teacher assistant in Kentucky School System

Timeline

Store Manager/ Customer Loyalty/Faud Analysist - Zappos Family of Companies
09.2015 - Current
Inbound Problem Solver - Amazon
10.2014 - 10.2015
Meade County High School - Diploma, Business
Elizabethtown Community And Technical College - Associate of Science, Radiograhy

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Lisa Hawkins