Lisa Lamm

Pluto Acquisition Op Co, LLC (d/b/a Universal Background Screening) -acquired Employment Screening Services (ESS).

Role and responsibilities as Manager, Orders Department and Client Support, remained intact.

Supported team and clients during transitional period to successfully carry out daily operational tasks without interruption

• Assess, supervise and assign workload to 3 core team members in administrative tasks. Monitor and work alongside team to fulfill daily production levels of average ($32k).
• Back-up and support of front office reception area and main telephone lines. Assist in answering heavy volume of customer service calls -(client and client's potential job applicants).
• Interact and support internal staff and managers with daily processes and document management.
• Collaborate with Marketing Team in multiple locations in US for set-up new accounts.
• Receive and document new client authentication requirements.
• Conduct verification of business licenses on client contracts to meet company protocol for accreditation and end user.
• Assist customers in navigating company website and placing online orders, improving overall experience.
• Monitor and support on-line programs & multiple email communications from external customers.
• Directly supported and educated clients on products, processes and services as needed.
• Data entry of all incoming client assisted requests for background screenings.
• Developed strong rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients bringing opportunity for new business referrals.
• Troubleshoot and handle escalated calls efficiently, finding a satisfactory resolutions for both customer and company.
• Assisted with day to day operations, working productively with multi-department staff and managers to ensure the highest quality of services provided to customers.
• Delivered exceptional customer care to every customer by offering an extensive knowledge of products and services and creating welcoming, positive experiences.
• Administrate and manage client drug screen team and processes.
• Educate clients on basic pre-employment drug test protocols and service availability. Interface/liaise with drug screen administrators, collection vendors and labs.