To seek and maintain A full-time position that offers Hardworking Passionate Team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. I welcome professional challenges that utilize interpersonal skills, excellent time management and problem-solving skills.
Hi, I’m
Lisa Johns
Senior CSR
Sanford,FL
Summary
Overview
36
years of professional experience
Work History
Farmers Insurance Group
Licensed Personal Lines UW Senior CSA
11.2005 - 05.2023
Job overview
- Actively listened to Agents, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain Agents customers records.
- Handled agents inquiries and suggestions courteously and professionally.
- Maintained Agent satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified Agent customer issues and determined root cause of problems to resolve product or service complaints.
- Delivered exceptional customer service to every Agent by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met Agent call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Educated Agents about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded proactively and positively to rapid change.
AT&T Call Center
Outbound/Inbound Recovery Team CSR
11.2000 - 07.2005
Job overview
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Collected Payment for phone products and services used by customer from company.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Budget Rent-a-car Corporate Offices
Accounts Payable/Receivables Clerk
08.1996 - 08.2000
Job overview
- Reviewed vendor invoices for appropriate documentation and validity prior to payment.
- Prepared vendor invoices and processed incoming payments.
- Maintained good working relationships with vendors and resolved disputes.
- Applied proper codes to invoices, files, and receipts to keep records organized and easily searchable.
- Matched purchase orders with invoices and recorded necessary information.
- Input financial data and produced reports
First Trust BankPhiladelphia, PA
Loan Service Operator
09.1994 - 07.1996
Job overview
- Proven ability to learn quickly and adapt to new situations.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Managed time efficiently in order to complete all tasks within deadlines.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Identified issues, analyzed information and provided solutions to problems.
CoreStates Bank
Third Party Billing CSR
05.1990 - 04.1995
Job overview
- Maintained up-to-date knowledge of product and service changes.
- Calculated correct order totals, updated accounts, and maintained detailed records for for Payoff Loans and States School Taxes
- Responded proactively and positively to rapid change.
Mellon Bank
Wholesale/Retail Check Encoding
04.1987 - 04.1990
Job overview
- Entered figures using 10-key calculator to compute data quickly.
- Keystrokes per hour 21,000
- Supported reporting, accounting and recordkeeping staff with accurate updates
Education
Collegiate Center Business System Office PracticeDowntown Philadelphia
High School Diploma
09.1985
University Overview
- Professional Development:
- Relevant Coursework:
- Received Bookkeeping Certification
Skills
- Process Transactions
- Technical Support and Assistance
- Calm and Professional Under Pressure
- Providing Feedback
- Quality Control Policies
- Understanding Customer Needs
- Cultural Awareness
- Livechat Messaging
- Corporate Processes and Procedures
- Order and Refund Processing
- Billing Adjustments and Refunds
- Troubleshooting
- Complex Product Knowledge
- Customer Data Confidentiality
- Mentoring
- Inbound and Outbound Calling
Timeline
Licensed Personal Lines UW Senior CSA
Farmers Insurance Group
11.2005 - 05.2023
Outbound/Inbound Recovery Team CSR
AT&T Call Center
11.2000 - 07.2005
Accounts Payable/Receivables Clerk
Budget Rent-a-car Corporate Offices
08.1996 - 08.2000
Loan Service Operator
First Trust Bank
09.1994 - 07.1996
Third Party Billing CSR
CoreStates Bank
05.1990 - 04.1995
Wholesale/Retail Check Encoding
Mellon Bank
04.1987 - 04.1990
Collegiate Center Business System Office Practice
High School Diploma
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