Lisa Lindsey
Fort Walton Beach,FL
Summary
Proven leader in customer service and sales, I enhanced member satisfaction and team productivity at Walmart by implementing strategic training programs and streamlining processes. Skilled in benefits analysis and exceptional communication, I fostered strong relationships and improved service delivery, achieving a significant increase in membership sales. My approach combines empathy development with effective problem-solving to drive results and team collaboration.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Member Service Supervisor
Walmart
09.2023 - 07.2024
- Responded to customer calls and emails to answer questions about products and services.
- Resolved concerns with products or services to help with retention and drive sales.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Organized regular team meetings for process updates, sharing best practices, discussing challenges faced, and brainstorming solutions together as a group.
- Coordinated seamless shift transitions resulting in minimal disruption of workflow while adhering strictly to standard operating procedures.
- Completed in-depth research to answer more complex questions.
- Trained, mentored and evaluated employees on service quality, knowledge and performance.
- Upheld high standards of professionalism and confidentiality by diligently maintaining member information security, adhering to all relevant policies and regulations.
- Led a team of Member Service Representatives, ensuring adherence to company policies and high-quality performance.
- Coached team members through performance reviews, identifying areas for growth and development while setting achievable goals in alignment with organizational objectives.
- Established rapport with account holders by personalizing conversations during face-to-face interactions or calls which improved client relationship quality.
- Analyzed member feedback to identify areas for improvement, leading to targeted action plans and better service delivery.
- Collaborated with cross-functional teams to drive continuous improvement initiatives and achieve desired results.
- Mentored new hires, resulting in higher retention rates and faster integration into the team.
- Enhanced member satisfaction by providing exceptional customer service and resolving complex issues.
- Used key sales tactics to grow membership sales.
- Investigated problems and discrepancies to resolve issues with renewals and member benefits delivery.
- Developed strong relationships with members, fostering loyalty and trust while promoting the company''s services.
- Helped customers understand benefits with thorough, knowledgeable and friendly explanations.
- Implemented new training programs that led to significant improvements in employee knowledge and skillsets.
- Increased member engagement by proactively addressing inquiries and offering tailored solutions based on individual needs.
- Streamlined processes for increased efficiency and improved overall team productivity.
- Answered member questions regarding enrollment, claims, benefits, referrals, and pre-authorizations.
- Facilitated open communication among team members, creating a supportive work environment that encouraged collaboration towards shared goals.
- Managed escalated situations professionally, resolving conflicts effectively while maintaining positive relationships with members.
- Reduced call wait times by implementing more efficient scheduling practices and optimizing staff resources.
- Monitored key performance metrics regularly, identifying trends and implementing strategies to improve team success rates consistently.
- Ensured accurate record-keeping for all member interactions, facilitating effective communication between departments and improving issue resolution times.
- Completed training and worked effectively under high-pressure client services environments.
- Provided leadership, guidance and direction to sales team members, offering assistance with any need at any time.
- Monitored daily sales performance and provided feedback to each team member.
- Assisted sales team members in developing customer relationships, and building customer loyalty.
- Maintained up-to-date knowledge of products and services offered to customers.
- Communicated customer feedback and complaints to team members to promote proper resolution.
- Trained and coached sales team members on best practices for customer service and sales techniques.
- Facilitated regular team meetings to discuss challenges, successes and strategies.
- Coordinated with other departments to provide smooth execution of sales initiatives.
- Developed and implemented incentive programs to increase sales and customer loyalty.
Member Service Supervisor
Walmart
07.2018 - 09.2023
- Responded to customer calls and emails to answer questions about products and services.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Resolved concerns with products or services to help with retention and drive sales.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Recommended specific products and services in alignment with individual needs, requirements and specifications.
- Kept administrative records current and accurate to promote efficiency and team effectiveness.
- Organized regular team meetings for process updates, sharing best practices, discussing challenges faced, and brainstorming solutions together as a group.
- Coordinated seamless shift transitions resulting in minimal disruption of workflow while adhering strictly to standard operating procedures.
- Completed in-depth research to answer more complex questions.
- Trained, mentored and evaluated employees on service quality, knowledge and performance.
- Updated system information with customer and plan details, payments or other relevant information.
- Upheld high standards of professionalism and confidentiality by diligently maintaining member information security, adhering to all relevant policies and regulations.
- Led a team of Member Service Representatives, ensuring adherence to company policies and high-quality performance.
- Coached team members through performance reviews, identifying areas for growth and development while setting achievable goals in alignment with organizational objectives.
- Established rapport with account holders by personalizing conversations during face-to-face interactions or calls which improved client relationship quality.
- Analyzed member feedback to identify areas for improvement, leading to targeted action plans and better service delivery.
- Collaborated with cross-functional teams to drive continuous improvement initiatives and achieve desired results.
- Mentored new hires, resulting in higher retention rates and faster integration into the team.
- Enhanced member satisfaction by providing exceptional customer service and resolving complex issues.
- Gathered materials and submitted completed member applications.
- Used key sales tactics to grow membership sales.
- Generated monthly reports covering areas such as payment and demographics.
- Investigated problems and discrepancies to resolve issues with renewals and member benefits delivery.
- Developed strong relationships with members, fostering loyalty and trust while promoting the company''s services.
- Helped customers understand benefits with thorough, knowledgeable and friendly explanations.
- Implemented new training programs that led to significant improvements in employee knowledge and skillsets.
- Increased member engagement by proactively addressing inquiries and offering tailored solutions based on individual needs.
- Streamlined processes for increased efficiency and improved overall team productivity.
- Answered member questions regarding enrollment, claims, benefits, referrals, and pre-authorizations.
- Facilitated open communication among team members, creating a supportive work environment that encouraged collaboration towards shared goals.
- Managed escalated situations professionally, resolving conflicts effectively while maintaining positive relationships with members.
- Reduced call wait times by implementing more efficient scheduling practices and optimizing staff resources.
- Monitored key performance metrics regularly, identifying trends and implementing strategies to improve team success rates consistently.
- Ensured accurate record-keeping for all member interactions, facilitating effective communication between departments and improving issue resolution times.
- Delivered functionality assistance via phone and online service platforms.
- Completed training and worked effectively under high-pressure client services environments.
- Continuously surpassed customer service standards while ensuring compliance with call volume objectives.
- Provided leadership, guidance and direction to sales team members, offering assistance with any need at any time.
- Monitored daily sales performance and provided feedback to each team member.
- Assisted sales team members in developing customer relationships, and building customer loyalty.
- Maintained up-to-date knowledge of products and services offered to customers.
- Communicated customer feedback and complaints to team members to promote proper resolution.
- Trained and coached sales team members on best practices for customer service and sales techniques.
- Built strong relationships with clients by following up on previous purchases and suggesting new products.
- Facilitated regular team meetings to discuss challenges, successes and strategies.
- Coordinated with other departments to provide smooth execution of sales initiatives.
- Developed and implemented strategies to increase sales and improve customer service.
- Developed and enforced policies and procedures for compliance with company policies.
- Developed and implemented incentive programs to increase sales and customer loyalty.
- Communicated best practices among on-site and external personnel to align efforts and goals.
- Scheduled and monitored sales team members' workloads to meet customer needs.
- Improved productivity of customer service team by leading training initiatives and revamping schedules.
- Conducted supplier risk evaluations and assisted with regulatory inspections.
Department Supervisor
Meijer
04.2013 - 06.2018
- Maintained stock of items, cleanliness, organization, and provided excellent customer service.
- Trained new employees on overall company and department-specific policies and procedures.
- Managed team of [Number] employees, delegated tasks and held each employee accountable for completing assignments.
- Conducted performance evaluations for employees, providing constructive feedback and identifying opportunities for growth or improvement.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Mentored team members to enhance professional development and accountability in workplace.
- Mentored junior staff members to develop their skills and advance within the company, increasing overall productivity and team performance.
- Fostered a positive working environment by actively engaging in team-building activities, promoting open communication channels, and recognizing individual achievements.
- Built and designed large displays weekly to promote specific products.
- Assigned tasks and established work schedules to staff to cover operational needs.
- Created employee schedules to align coverage with forecasted demands.
- Implemented inventory management system to minimize waste, reduce costs, and maintain accurate stock levels.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Achieved consistent on-time completion of projects by effectively delegating tasks and setting clear expectations for team members.
- Trained team members in successful strategies to meet operational and sales targets.
- Handled cash register, returns, and refunds.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Promoted culture focused on encouraging staff to develop skills and abilities.
- Provided ongoing training opportunities to keep staff up-to-date on best practices in their respective roles, resulting in improved overall performance ratings across the board.
- Developed strong relationships with suppliers, negotiating favorable terms for purchases and ensuring timely delivery of products.
- Wrote out weekly schedules to maintain coverage levels for expected demands.
- Increased customer satisfaction by addressing concerns promptly and implementing improvements based on feedback.
- Collaborated with other departments to improve interdepartmental communication, promoting a cohesive organizational culture focused on achieving common goals.
- Maintained clean, organized workspaces for optimal functionality and employee safety.
- Boosted sales revenue by developing targeted promotions based on market trends and consumer preferences.
- Established objectives to offer team members clear roadmap to help company achieve overall goals.
- Contributed to the development of departmental policies and procedures that increased effectiveness and efficiency across various functions.
- Ensured compliance with industry regulations and company policies by regularly reviewing practices and updating documentation as needed.
- Built relationships with current customers to maintain goodwill and gain additional business.
- Evaluated competitors'' strategies to identify potential areas of opportunity for our department''s growth and success.
- Enhanced department efficiency by streamlining processes and implementing new strategies.
- Managed budgets with careful planning, monitoring expenses closely to avoid overspending while ensuring necessary resources were available for daily operations.
- Examined logs to verify completeness and accuracy of documentation.
- Optimized scheduling processes to ensure adequate staffing levels while minimizing overtime costs.
- Reduced employee turnover rate through effective communication, regular feedback, and fostering a positive work environment.
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
- Developed and managed department budget to monitor financial performance and minimize expenses.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
- Examined incoming inventory, merchandised shelves and prevented shrinkage.
- Marked-down clearance items and relocated merchandise to proper store areas.
- Mentored new sales associates to contribute to store's positive culture.
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
- Maintained clean, adequately stocked, and organized store by streamlining daily operations and introducing new procedures.
- Researched issues to obtain appropriate answers to customer inquiries.
- Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
- Kept close eye on department employees and customers to assess theft risks and maintain loss prevention goals.
- Educated staff on strategies for handling difficult customers and challenging situations.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Developed and nurtured lasting relationships with clients through dedicated assistance, issue resolution and active listening.
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
- Set and updated weekly work schedules to meet coverage demands by considering factors like expected customer levels, planned promotions and individual employee strengths.
- Trained newly hired sales team in upselling techniques.
- Submitted reports to senior management to aid in business decision-making and planning.
- Decreased inventory shrinkage, drive-off and daily cash discrepancies by closely monitoring daily operations.
- Promoted business' development by building and maintaining relationships with new clients.
- Evaluated data on stock levels, customer sales and other factors, assessed trends and reported on findings to help senior management make effective operational decisions.
Education
High School Diploma -
Beecher High School
Flint, MISkills
- Benefits analysis
- Claims Processing
- Employee Training
- Delegation Abilities
- Application Review
- Compliance expertise
- Empathy Development
- Enrollment and claims procedures
- Customer service standards
- Customer Engagement
- Exceptional communication
- Relationship Building
- Complaints Management
- Data entry proficiency
- Complaint Handling
- Member relations
- Policy understanding
- Account Maintenance
- Workflow Management
- Payment management
- Service Sales
- Product Promotion
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Attention to Detail
- Problem-solving abilities
- Multitasking
- Reliability
- Excellent Communication
- Organizational Skills
- Effective Communication
- Active Listening
- Team Collaboration
- Decision-Making
- Staffing and scheduling
- Team building
- Leadership Development
Certification
Food Safety Manager as of February2024
Timeline
Member Service Supervisor
Walmart
09.2023 - 07.2024
Member Service Supervisor
Walmart
07.2018 - 09.2023
Department Supervisor
Meijer
04.2013 - 06.2018
High School Diploma -
Beecher High School