Lisa Leyvas
Mesa,AZ
Summary
Dedicated professional with a strong background in customer support, problem-solving, and process improvement. Proven ability to enhance customer satisfaction and drive operational efficiency.
Overview
11
11
years of professional experience
Work History
Process Fulfillment Titles Representative
Santander Consumer USA
05.2019 - 05.2026
- Managed customer inquiries, resolving issues efficiently and enhancing satisfaction.
- Provided accurate account information, ensuring compliance with company policies and regulations.
- Demonstrated strong problem-solving abilities in high-pressure situations.
- Collaborated with cross-functional teams to improve service delivery and streamline processes.
- Led initiatives to enhance team productivity, driving consistent performance across operations.
- Enhanced company reputation by providing exceptional customer service and support.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
- Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
- Optimized workflow processes, allowing for more efficient use of resources and reduced turnaround times on projects.
- Provided valuable input resulting in new opportunities for growth and development.
Specialist II.
Republic Services
07.2017 - 05.2019
- Implemented waste management strategies to optimize operational efficiency.
- Analyzed service delivery processes to identify opportunities for improvement and cost reduction.
- Collaborated with cross-functional teams to enhance customer satisfaction and service reliability.
- Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Enhanced customer satisfaction with timely and accurate issue resolution.
Quality Assurance Coach
Ally Bank/Arvato
08.2015 - 06.2017
- Led quality assurance initiatives to enhance customer service delivery and operational efficiency.
- Developed training programs for staff, improving compliance with established quality standards.
- Analyzed performance metrics to identify trends and areas for process improvement.
- Facilitated cross-departmental collaboration to drive best practices in quality assurance methodologies.
- Mentored junior team members, fostering a culture of continuous learning and development.
- Implemented corrective action plans to address identified quality issues effectively and promptly.
- Improved customer satisfaction ratings by addressing complaints and resolving issues promptly.
- Provided coaching and mentoring to employees.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
Education
High School Diploma -
Clifton High School
Clifton, AZ05-1991
Skills
- Customer support
- Goal-oriented mindset
- Customer relations
- Data entry proficiency
- Problem solving
- Multitasking Abilities
- Excellent communication
- Teamwork and collaboration
- Banking experience
- Total loss insurance claims
- Car titles verifications
- Organizational skills
- Customer service
- Analytical thinking
- Process improvement
- Computer skills
Accomplishments
- Employee Of The Month December 2019
- Trailblazer Of The Month October 2023
Timeline
Process Fulfillment Titles Representative
Santander Consumer USA
05.2019 - 05.2026
Specialist II.
Republic Services
07.2017 - 05.2019
Quality Assurance Coach
Ally Bank/Arvato
08.2015 - 06.2017
High School Diploma -
Clifton High School
Employee Of The Month December 2019
I felt very accomplished after only being employed for 7 months to receive this honor.