LISA KEELEY
Brown Deer
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
17
17
years of professional experience
Work History
Customer Service Call Center Supervisor
Exact Sciences Laboratories
11.2020 - 07.2026
- Supervised daily operations of customer service team, ensuring adherence to quality standards and protocols.
- Coached and mentored agents for increased performance, resulting in higher customer service ratings.
- Championed a customer-centric approach within the call center, fostering a culture that prioritized empathetic communication and efficient problem resolution.
- Analyzed call center metrics to identify areas of improvement and implemented targeted action plans for each issue.
- Led efforts to improve overall departmental culture through employee engagement initiatives such as team-building events, rewards programs, and peer-to-peer recognition systems.
- Conducted regular performance evaluations for team members, offering constructive feedback for continuous improvement in their roles.
Lead Customer Service Representative
Exact Sciences Laboratories
07.2015 - 11.2020
- Contribute to high-level of customer satisfaction by constantly maintaining friendly attitude Respond to all inquiries and requests in a timely manner Maintain operational efficiency through following proper office protocols Resolve office-related issues according to predetermined procedures Screen and answer calls, emails, and correspondence with professionalism and in a timely manner Provide accurate information to customers Perform general clerical tasks and administrative responsibilities as needed.
Service Provider Liaison
Johnson Health Tech North America
09.2009 - 04.2015
- Verified client adherence to service contracts via close monitoring.
- Kept detailed records of Service completion using CRM.
- Communicated customer complaints, requests and feedback to company management for swift resolution.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Education
High School Diploma -
Oak Creek Sr High School
Oak Creek, WISkills
- Administrative
- Call center
- Clerical
- Problem resolution
- Project organization
- Customer service
- Customer care
- Customer satisfaction
- Process improvement
- MS Office
- Team management
- Escalation handling
- Call monitoring
- Problem-solving
Timeline
Customer Service Call Center Supervisor
Exact Sciences Laboratories
11.2020 - 07.2026
Lead Customer Service Representative
Exact Sciences Laboratories
07.2015 - 11.2020
Service Provider Liaison
Johnson Health Tech North America
09.2009 - 04.2015
High School Diploma -
Oak Creek Sr High School