Lisa Lawrence
Freeport,NY
Summary
Personable and dedicated Customer Service Representative with extensive experience in diverse industries. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
24
24
years of professional experience
Work History
CUSTOMER SERVICE REPRESENTATIVE
Checkmate Industries
West Babylon, NY
11.2020 - Current
- Enter orders, manage all customer satisfaction, and ensure appropriate changes are made to resolve customers' concerns
- Partner with production, planning and quality teams to ensure meeting and exceeding customers' service expectations; support sales and business development initiatives when new options are available or where it would appropriately support the customer's needs; primary point of contact for customers, interpreting and implementing customer instructions for the company to produce custom manufacturing products
- Issues credits, Sends order acknowledgements, and composes written notifications to customers and potential customers
- Communicates with all individuals whose involvement impacts customer communications.
STORE COORDINATOR
Stuart Weitzman / Macy's
New York, NY
11.2017 - 03.2020
- Increased customer satisfaction by processing and resolving customer issues
- Resolved customer problems, improve operations, and provide exceptional client support
- Optimized information gathering and presentations with implementation of practical filing system
- Led associate meetings to obtain suggestions, address concerns or issues and foster positive relations among team members and management
- Trained new staff on job duties, company policies and safety procedures for rapid onboarding.
QUALITY ASSURANCE ANALYST / AVP
JP Morgan Chase
Jersey City, NJ
09.2015 - 09.2018
- Performed monthly testing of standard third-party oversight process conducted by different lines of business to corporate standards and guidance
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork
- Wrote, edited, and updated project manuals and technical documentation used by quality assurance team
- Gathered data on integration issues and vulnerabilities and reported all findings, including improvement recommendations
- Completed skilled administrative work to support all office staff and operational requirements.
CONTROL ANALYST (OVERSIGHT & CONTROL)
JP Morgan Chase
New York, NY
11.2013 - 08.2018
- Assured effective implementation of the Risk Control Self-Assessment (RCSA) framework across global Corporate Functions
- Developed positive working relationships with management and other partners to maintain an open environment for collaboration, risk identification and remediation
- Addressed problems head-on and developed creative solutions to prevent delays and missed targets
- Provided advisory support to the Lines of Business on matters related to operational risk assessment, control design and self-assessment.
CLIENT SERVICE REPRESENTATIVE
JP Morgan Chase
Brooklyn, NY
07.2000 - 10.2013
- Educated clients on account services and resolve client inquiries regarding statement information and account balances
- Liaised with customers and management to better understand customer needs and recommend appropriate solutions
- Assisted customers by answering questions and fulfilling requests
- Identified customer issues with products or services, investigate causes, and initiate resolutions
- Helped JPMC team meet regulatory requirements by coordinating documentation and filings.
Education
BS, Biology -
South Carolina State University
Orangeburg, SC05-2000
Skills
- Relationship Building
- Escalated Customer Support
- Operations Management
- Training and Development
- Account Management
- Customer Engagement
- Planning And Coordination
- Detailed Reporting
Timeline
CUSTOMER SERVICE REPRESENTATIVE
Checkmate Industries
11.2020 - Current
STORE COORDINATOR
Stuart Weitzman / Macy's
11.2017 - 03.2020
QUALITY ASSURANCE ANALYST / AVP
JP Morgan Chase
09.2015 - 09.2018
CONTROL ANALYST (OVERSIGHT & CONTROL)
JP Morgan Chase
11.2013 - 08.2018
CLIENT SERVICE REPRESENTATIVE
JP Morgan Chase
07.2000 - 10.2013
BS, Biology -
South Carolina State University