Microsoft
Hi, I’m
Lisa Horick
Cleveland,TN
Your most unhappy customers are your greatest source of learning.
Bill Gates
Overview
18
years of professional experience
2
years of post-secondary education
Work History
Whirlpool CCCleveland
Senior Specialist, Customer Service
06.2017 - Current
Job overview
- Consumer Care Team Call Expert.ALZ Mentor
- June 2018 promoted to AIG Lead December 2019 moved to CA Lead, 2020 moved to CA Specialty lead, 2021 moved to CA Elite Care, January 2023 moved to US Social Care
Pilot Travel CentersCleveland, tn
Co-Manager
01.2014 - 06.2015
Job overview
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Managed time efficiently in order to complete all tasks within deadlines.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Resolved problems, improved operations and provided exceptional service.
- Provided professional services and support in a dynamic work environment.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
Food Lion GroceryCleveland, tn
Store Managers
10.2006 - 05.2010
Job overview
- Approved regular payroll submissions for employees.
- Maintained team efficiency by strategically delegating daily activities, monitoring output and rewarding positive contributions.
- Performed regular reviews assessing each employee's performance and developed improvement plans.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Accomplished multiple tasks within established timeframes.
- Developed and maintained relationships with customers and suppliers through account development.
- Cross-trained existing employees to maximize team agility and performance.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Developed detailed plans based on broad guidance and direction.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Established team priorities, maintained schedules and monitored performance.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Education
Cleveland State Community CollegeCleveland, TN
Associate of Applied Science from Business Management
2018 - 2020 (2 education.years_Label)
Skills
- Business Oversight
- Customer Care
- Customer Feedback
- Excel Formulas
- Online Chat
- Incident Escalation
- Communications Strategies
- Information Updates
- Lead Identification
- Case Support
- Operational Efficiency
- Google Drive
- Special Orders
- Collaborative Environments
- Client Requirements
- Providing Feedback
- Lead Management
- Quarterly Reviews
- Corrective Actions
- Training Initiatives
- Staff Management
- Talent Management
- Leadership
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 60+ staff members.
Availability
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Work Preference
Work Type
Full TimeImportant To Me
Company CultureHealthcare benefitsSoftware
Excel
Ecrm
Timera
SAP
Kronos
Genesys
Timeline
Cleveland State Community College
Associate of Applied Science from Business Management
2018 - 2020 (2 education.years_Label)
Senior Specialist, Customer Service
Whirlpool CC
06.2017 - Current
Co-Manager
Pilot Travel Centers
01.2014 - 06.2015
Store Managers
Food Lion Grocery
10.2006 - 05.2010