Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Lisa Herrera

Santa Maria,CA

Summary

Dynamic leader with a proven track record at Chumash Casino & Resort, enhancing team performance and customer satisfaction through effective coaching and problem-solving. Excelled in creating training programs and fostering a supportive team environment. Skilled in multitasking and team management, demonstrating a strong work ethic and exceptional leadership.

Overview

27
27
years of professional experience

Work History

Customer Care Center Supervisor

Chumash Casino & Resort
03.2021 - Current
  • Reduced employee turnover through the development of supportive team culture and clear communication channels.
  • Promoted from Customer Service Representative to Supervisor after demonstrating exceptional leadership skills and commitment to organizational success over two years of service at the company''s Call Center Operations Department.
  • Established effective communication channels for staff to share feedback, leading to innovative solutions and increased job satisfaction.
  • Created comprehensive training materials that facilitated efficient onboarding of new employees while minimizing downtime in operations.
  • Ensured adherence to regulatory guidelines and company policies through regular quality assurance audits of call center agents'' interactions.
  • Maintained high-quality service standards with focused employee coaching and performance evaluations.
  • Enhanced customer satisfaction by addressing and resolving escalated concerns in a timely manner.
  • Mentored and developed high-performing team members for career advancement within the organization.

Customer Service Representative

Chumash Casino & Resort
11.2019 - 03.2021
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.

Concierge

Chumash Casino & Resort
07.2017 - 07.2017
  • Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
  • Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
  • Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
  • Maintained front desk's concierge book to provide visitors with access to relevant local information.
  • Contributed to a positive work environment by maintaining a professional demeanor at all times.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.

Cashier Team Lead

Dollar Tree
04.2016 - 07.2017
  • Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
  • Assisted customers by answering questions and fulfilling requests.
  • Communicated with customers and team members to solve problems.
  • Processed both cash and card purchases and returns.

Administrative Assistant

Mission Staffing Inc,
05.2008 - 11.2008
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
  • Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
  • Ensured accurate record-keeping with diligent data entry and database management for vital company information.

Sales Associate

House 2 Home
03.2001 - 09.2001
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
  • Built relationships with customers to encourage repeat business.
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Answered customer questions about sizing, accessories, and merchandise care.

Cashier

McDonald's
06.1997 - 09.1999
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.

Education

No Degree - Medical Technology

Santa Barbara Business College
Santa Maria, CA

High School Diploma -

Santa Maria High School
Santa Maria, CA
09-1996

Skills

  • Strong work ethic
  • Call center experience
  • Coaching and mentoring
  • Complaint handling
  • Training and mentoring
  • Team management
  • Delegation and supervision
  • Team building
  • Training programs
  • Data tracking
  • Report preparation
  • Strong leadership
  • Teamwork
  • Problem-solving
  • Multitasking

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Supervised team of 25 staff members.

Timeline

Customer Care Center Supervisor

Chumash Casino & Resort
03.2021 - Current

Customer Service Representative

Chumash Casino & Resort
11.2019 - 03.2021

Concierge

Chumash Casino & Resort
07.2017 - 07.2017

Cashier Team Lead

Dollar Tree
04.2016 - 07.2017

Administrative Assistant

Mission Staffing Inc,
05.2008 - 11.2008

Sales Associate

House 2 Home
03.2001 - 09.2001

Cashier

McDonald's
06.1997 - 09.1999

No Degree - Medical Technology

Santa Barbara Business College

High School Diploma -

Santa Maria High School

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