Lisa Kuhn
Wentzville,MO
Summary
Experienced Administrative Assistant and Manager\'s Assistant seeking a position to leverage skills and expertise as an Office Manager. Proven track record in effectively managing office operations, coordinating schedules, and providing exceptional administrative support. Adept at multitasking, prioritizing tasks, and maintaining a high level of professionalism. Committed to delivering efficient and organized solutions to enhance productivity and contribute to the success of the team.
Overview
30
30
years of professional experience
Work History
Consultant
Ldk Consulting LLC
02.2018 - Current
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Managed client relationships through regular check-ins and updates on project progress.
- Enhanced communication among team members to foster collaborative and supportive work environment.
- Assisted clients in navigating complex industry challenges with strategic recommendations.
- Identified areas of improvement for clients'' operations, implementing targeted solutions to increase productivity.
- Streamlined internal processes to enhance team efficiency and improve overall project outcomes.
- Delivered high-quality presentations to stakeholders, effectively communicating project objectives and results.
- Analyzed data sets to identify trends and opportunities for process improvements within client organizations.
- Negotiated contracts on behalf of clients, securing favorable terms that contributed to their overall success.
- Collaborated with teams to define, strategize, and implement marketing and web strategies.
- Conducted risk assessments for business processes, recommending measures to mitigate potential impacts.
- Developed and maintained strong client relationships, ensuring high levels of satisfaction and repeat business.
- Coordinated with external partners and vendors to deliver comprehensive solutions that meet clients' diverse needs.
- Conducted in-depth market research to identify emerging trends, enabling clients to adapt and stay ahead in competitive industries.
- Streamlined communication processes for clients, enabling more effective collaboration and decision-making.
- Delivered comprehensive reports and presentations to stakeholders, providing insights and actionable recommendations for business improvement.
- Increased client satisfaction by developing comprehensive consulting strategies tailored to each business's unique challenges and objectives.
- Negotiated contracts and agreements on behalf of clients, securing favorable terms and conditions.
- Transformed client digital strategies, leveraging cutting-edge technologies to enhance online presence and customer interaction.
Retention Representative
DISH
10.2020 - 05.2021
- Exceeded performance expectations consistently while handling challenging situations such as irate customers or complex billing disputes.
- Developed strong product knowledge, enabling the provision of informed recommendations tailored to individual client needs.
- Optimized workflow efficiency through regular self-assessment of time management skills and prioritization techniques.
- Increased customer retention by addressing concerns and offering tailored solutions to retain business.
- Successfully retained at-risk customers by presenting customized offers based on their preferences and usage patterns.
- Established trust-based relationships with clients resulting in long-term commitment to the company''s services.
- Promoted a positive work environment by fostering teamwork, communication, and mutual support among colleagues.
- Identified trends in customer feedback data, collaborating with management to implement improvements in products or services offerings accordingly.
- Provided exceptional customer service, leading to increased positive feedback from clients.
- Collaborated with team members to develop strategies for improving overall retention rates.
- Implemented tactics to minimize cancellations by proactively identifying potential issues and offering solutions.
- Built rapport with customers through active listening and empathetic understanding of their needs.
- Contributed to consistent achievement of retention targets through dedicated efforts in problem-solving and relationship building.
- Resolved account issues for enhanced customer satisfaction and loyalty.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Owner Operator
Consumer Financial Services LLC
04.2006 - 12.2010
- Managed day-to-day business operations.
- Provided exceptional customer service, addressing issues promptly to ensure customer satisfaction and repeat business.
- Increased customer satisfaction by providing high-quality services and timely communication.
- Managed daily operations for optimal efficiency, streamlining processes to reduce costs.
- Spoke professionally with customers regarding complaints, gathering all necessary information to make educated decisions and address issues.
- Consulted with customers to assess needs and propose optimal solutions.
- Established strong relationships with suppliers, ensuring consistent delivery of goods and services at competitive prices.
- Ensured compliance with relevant regulations, maintaining proper documentation and licensing requirements.
- Developed and implemented successful marketing strategies, resulting in increased brand awareness and customer base.
- Developed business plan, processes and procedures to provide superior Product or Service to customers.
- Kept all building areas and equipment functional and well-organized to promote business performance.
- Cultivated a positive work environment, leading to higher employee retention rates and overall job satisfaction.
- Evaluated company performance against objectives, adjusting strategies as needed to achieve desired results.
- Negotiated contracts with vendors to secure favorable terms for the business.
- Trained and motivated employees to perform daily business functions.
- Implemented effective financial management practices, improving cash flow and profitability.
- Oversaw the hiring process, selecting highly skilled candidates who contributed significantly to company success.
- Maximized revenue by identifying new market opportunities and implementing targeted sales strategies.
- Implemented sustainable practices, reducing environmental impact.
- Optimized workflow processes through careful analysis of operational needs and resource allocation.
- Fostered strong professional network and partnership building skills to connect with quality leads.
Loan Officer
Fidelis Mortgage LLC
03.2005 - 04.2006
- Assisted clients in selecting appropriate loan products for their needs, resulting in higher customer satisfaction.
- Maintained strict confidentiality of bank records and client information.
- Submitted loan applications to underwriter for verification and recommendations.
- Delivered exceptional customer service by promptly addressing client concerns and resolving issues as they arose during the lending process.
- Examined customer loan applications for loan approvals and denials.
- Developed strong relationships with customers through high levels of customer service.
- Educated potential clients on various loan options, guiding them towards informed decisions that fit their financial goals.
- Originated, reviewed, processed, closed, and administered customer loan proposals.
- Meticulously reviewed applicant documentation, ensuring accuracy and completeness prior to submission for underwriting approval.
- Assisted customers in understanding loan terms and conditions to make informed decisions.
- Ensured compliance with all federal and state regulations throughout the loan origination process.
- Collaborated with underwriters to expedite loan approvals and close deals in a timely manner.
- Advised clients on mortgage, education and personal loans.
- Improved loan processing efficiency by streamlining application procedures and documentation requirements.
- Cultivated lasting relationships with satisfied clients that led to repeat business as well as referrals from friends or family members.
- Managed a diverse portfolio of loans while maintaining strong relationships with borrowers and referral partners.
- Negotiated loan terms to provide favorable outcomes for both customers and lenders.
- Maintained an extensive knowledge of current market trends and industry changes to provide accurate advice to clients.
- Developed strong partnerships with real estate agents, generating a consistent pipeline of referrals and new business opportunities.
- Tailored loan packages to meet specific needs of small businesses, fostering community economic growth.
- Negotiated favorable loan terms with applicants, ensuring competitive offerings while maintaining bank profitability.
- Maintained compliance with all regulatory requirements, preventing any legal or financial penalties for institution.
- Resolved customer complaints regarding loan products and services, restoring trust and satisfaction.
Collection Specialist
Outsource Strategies International
03.1998 - 03.2005
- Provided exceptional customer service while resolving disputes, resulting in improved customer satisfaction ratings for the department.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Negotiated payment plans with customers, prioritizing account resolution and maintaining professionalism throughout interactions.
- Maintained high volume of calls and met demands of busy and productive group.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Achieved timely resolution of delinquent accounts by maintaining open communication lines with clients and diligently following up on payment promises.
- Developed strong relationships with external agencies to facilitate efficient coordination during escalated collection efforts or legal proceedings involving delinquent accounts.
- Trained new team members on scripts, company services, and collection strategies.
- Reduced delinquency rates by implementing effective collection strategies tailored to individual clients.
- Used skip tracing and other techniques to locate debtors.
- Leveraged advanced collection software to optimize workflow, enabling faster and more accurate tracking of account statuses.
- Maintained detailed records of all collection activities, ensuring compliance with company policies and federal regulations.
- Acted as a liaison between clients and internal departments, coordinating efforts to resolve billing discrepancies and expedite payment processing.
- Streamlined the collections process for increased efficiency through regular review and updating of procedures.
- Increased successful debt recoveries by conducting thorough research on debtor financial situations and negotiating appropriate repayment terms.
- Improved client relations by effectively managing collection calls and addressing customer concerns.
- Showcased strong analytical skills by identifying patterns in customer payment behavior, allowing for targeted intervention strategies that contributed to overall reductions in delinquency rates.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Maintained consistently high success rate of collecting on overdue accounts.
- Regularly monitored accounts to identify overdue balances and potential areas of risk.
- Collected on delinquent accounts to reduce overdue balances.
- Documented customer payment interactions and account statuses for future reference.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Responded to customer inquiries and provided detailed account information.
- Researched billing errors and discrepancies to initiate corrective action.
- Established relationships with customers to encourage payment of delinquent accounts.
- Worked with customer to create debt repayment plan based on current financial condition.
Collection Specialist
Client Services Inc.
02.1995 - 04.1998
- Achieved timely resolution of delinquent accounts by maintaining open communication lines with clients and diligently following up on payment promises.
- Developed strong relationships with external agencies to facilitate efficient coordination during escalated collection efforts or legal proceedings involving delinquent accounts.
- Monitored accounts receivable aging reports, proactively initiating collection efforts on past-due accounts to minimize losses.
- Trained new team members on scripts, company services, and collection strategies.
- Reduced delinquency rates by implementing effective collection strategies tailored to individual clients.
- Used skip tracing and other techniques to locate debtors.
- Leveraged advanced collection software to optimize workflow, enabling faster and more accurate tracking of account statuses.
- Maintained detailed records of all collection activities, ensuring compliance with company policies and federal regulations.
- Acted as a liaison between clients and internal departments, coordinating efforts to resolve billing discrepancies and expedite payment processing.
- Streamlined the collections process for increased efficiency through regular review and updating of procedures.
- Increased successful debt recoveries by conducting thorough research on debtor financial situations and negotiating appropriate repayment terms.
- Improved client relations by effectively managing collection calls and addressing customer concerns.
- Showcased strong analytical skills by identifying patterns in customer payment behavior, allowing for targeted intervention strategies that contributed to overall reductions in delinquency rates.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Maintained consistently high success rate of collecting on overdue accounts.
- Developed strong relationships with customers to foster timely payments and account resolution.
- Identified and contacted customers with overdue accounts to address payment status.
- Regularly monitored accounts to identify overdue balances and potential areas of risk.
- Collected on delinquent accounts to reduce overdue balances.
- Documented customer payment interactions and account statuses for future reference.
- Verified compliance with relevant laws, regulations and best practices related to customer account management.
- Negotiated payment plans with customers to prevent accounts from entering collections.
- Entered client details and notes into system for interdepartmental access and review.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Responded to customer inquiries and provided detailed account information.
- Researched billing errors and discrepancies to initiate corrective action.
- Maintained accurate records of customer accounts, payments and payment plans.
- Established relationships with customers to encourage payment of delinquent accounts.
- Worked with customer to create debt repayment plan based on current financial condition.
- Investigated customer credit references and approved credit lines.
Education
High School Graduate -
Francis Howell High School
St. Charles, MO01.1984
Skills
- Customer satisfaction
- Customer engagement
- Customer support
- Call center experience
- Customer advocacy
- Customer loyalty
- Upselling strategies
- Customer education
- Assertiveness
- Retention strategies
- Cross-selling techniques
- Customer profiling
- Customer recovery
- Customer lifetime value
- Customer Win-back
- Customer retention metrics
- Churn reduction
- Customer service experience
- Customer service background
- Outstanding interpersonal skills
- Negotiation
- Proficiency in office equipment
- Excellent communication skills
- Teamwork
- Teamwork and collaboration
- Customer service
- Problem-solving
- Problem-solving skills
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Multitasking Abilities
- Calm and professional under pressure
- Reliability
- Excellent communication
- Computer skills
- Understanding customer needs
- Customer service excellence
- Organizational skills
- Team collaboration
- Shipping and receiving
- Calm under pressure
- Active listening
- Effective communication
- Adaptability and flexibility
- Verbal and written communication
- Money handling
- Decision-making
- Problem resolution
- Teamwork skills
- Relationship building
- Customer relations
- Phone etiquette
- Microsoft office
- Team building
- Data entry
- Task prioritization
- Stress tolerance
- Self motivation
- Product knowledge
- Customer relationship management
- Analytical thinking
- Work prioritization
- Conflict resolution
- Market awareness
- Information gathering
- Goal setting
- Professionalism
- Issue and complaint resolution
- Administrative and office support
- Resourcefulness
- MS office
- Complaint resolution
- Record keeping
- De-escalation techniques
- Time management abilities
- Continuous improvement
- Product and service sales
- Adaptability
- Quality assurance
- Written communication
- Professional telephone demeanor
- Billing procedures
- Customer data confidentiality
- Customer retention
- Inbound call management
- Policies and procedures adherence
- Sales and upselling
Qualifications Strengths
- Prior Business Owner with well-developed business skills and practices related to Finance, Operations Management, Contracts and Customer Service.
- Proficient with Microsoft Office and other business management software related to payroll, billing, sales and collections.
Timeline
Retention Representative
DISH
10.2020 - 05.2021
Consultant
Ldk Consulting LLC
02.2018 - Current
Owner Operator
Consumer Financial Services LLC
04.2006 - 12.2010
Loan Officer
Fidelis Mortgage LLC
03.2005 - 04.2006
Collection Specialist
Outsource Strategies International
03.1998 - 03.2005
Collection Specialist
Client Services Inc.
02.1995 - 04.1998
High School Graduate -
Francis Howell High School
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