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
Mesa
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
Chandler, AZ
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
Chandler, AZ
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.