Lisa Lyne
Ellsworth,KS
Summary
Talented Lead Customer Service Representative polished in balancing customer needs and company demands. Committed to building loyalty and long-term relationships with customers and achieving individual sales goals. Expertly coordinates customer service teams and coordinates programs to enhance productivity.
Overview
20
20
years of professional experience
2002
2002
years of post-secondary education
Work History
Lead Customer Service Representative
Circlek
Terrell, Texas
11.2022 - 07.2024
- Led customer service team to enhance service quality and efficiency.
- Trained new representatives on company policies and procedures for customer interactions.
- Resolved customer complaints effectively using problem-solving skills and empathy.
- Managed daily operations to ensure smooth service delivery during peak hours.
- Collaborated with management to implement new customer engagement strategies.
- Monitored service metrics to identify areas for improvement within the team.
- Assisted in developing training materials for ongoing staff development initiatives.
- Provided feedback to team members on performance and customer service techniques.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Answered customers' questions and addressed complaints in-person or by phone to immediately rectify issues.
- Performed root cause analysis on recurring customer service problems.
- Maintained up-to-date knowledge of company products and services.
- Monitored team performance and provided feedback for improvement.
- Provided guidance and support to customer service representatives.
- Worked with senior leadership to address and resolve disciplinary issues and boost overall team success.
- Tracked customer issues and worked closely with relevant teams to resolve them quickly.
- Handled inquiries from customers regarding product information or services offered.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Shift Lead
Whataburger
Paris, Texas
11.2021 - 11.2022
- Supervised team members during shifts to ensure smooth operations.
- Trained new staff on customer service standards and food safety protocols.
- Managed inventory levels and assisted in ordering supplies as needed.
- Conducted daily inspections of work areas to maintain cleanliness and safety.
- Resolved customer complaints efficiently to enhance satisfaction and loyalty.
- Enforced company policies and procedures to maintain operational consistency.
- Assisted in the training of new employees.
- Performed opening and closing procedures such as setting alarm systems, counting money.
- Coached and trained employees and managed daily work assignments to enhance operations.
- Provided guidance and support to other team members as needed.
- Maintained store appearance by cleaning, stocking shelves, and ensuring merchandise was properly displayed.
- Handled cash register transactions accurately while providing excellent customer service.
- Responded to customer inquiries and complaints in a professional manner.
- Managed store operations during absence of Store Manager or Assistant Manager.
- Resolved customer complaints and reported issues to senior management.
- Delegated tasks to employees and monitored activities and task completion.
- Supervised staff during shift changes and ensured transition went smoothly.
- Ensured that all safety protocols were followed at all times.
- Counted inventory, resolved discrepancies and completed paperwork to keep system accurate and current.
- Upheld company standards and compliance requirements for operations.
- Resolved conflicts between customers, employees, and vendors in a timely manner.
- Reinforced rules to promote superior employee performance.
- Monitored employee performance and provided feedback on areas for improvement.
- Reviewed daily sales reports and monitored financial performance metrics.
- Taught staff upselling techniques to meet revenue targets.
- Participated in weekly meetings with management team to discuss strategies and goals.
- Ensured compliance with health and safety regulations at all times.
- Trained new employees on company policies, procedures, and job duties.
- Checked orders for quality and completeness.
- Educated customers about offerings, promotions and pricing to boost sales.
Assembly Line Worker
Cashco
Ellsworth, KS
10.2020 - 03.2021
- Maintained cleanliness of the work area to ensure compliance with safety standards at Cashco.
- Assisted in troubleshooting equipment issues to minimize downtime during production at Cashco.
- Worked quickly and efficiently while maintaining high standards of quality control.
- Recognized defective material and reported issues to management.
- Assembled component parts of items and completed hand-finishing of final products.
- Collaborated with team members to maintain a safe work environment at Cashco.
Customer Service Representative
Sunmart
Bunker Hill, Kansas
10.2018 - 10.2019
- Assisted customers with product inquiries and service requests.
- Resolved customer complaints through effective communication and problem-solving.
- Processed transactions accurately using point-of-sale systems.
- Maintained product knowledge to provide informed recommendations.
- Educated customers on promotions and loyalty programs effectively.
- Handled returns and exchanges following company policies efficiently.
- Answered customer inquiries and provided accurate information regarding products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Customer Service Cashier
Wilson Foods
Wilson, KS
04.2015 - 01.2019
- Processed customer transactions efficiently using point-of-sale systems.
- Handled cash, credit, and digital payments accurately and securely.
- Provided exceptional customer service by assisting with inquiries and resolving issues.
- Maintained a clean and organized checkout area to enhance customer experience.
- Collaborated with team members to ensure smooth store operations during peak hours.
- Monitored inventory levels at the register and communicated needs to management.
- Trained new cashiers on procedures, policies, and best practices for customer service.
- Greeted customers and provided friendly customer service.
- Resolved customer complaints in a professional manner.
- Operated cash registers to process payments for goods and services.
- Collected credit card and cash payments to complete transactions for customer orders.
- Assisted co-workers with tasks as needed to ensure smooth operations of the store.
- Answered incoming phone calls from customers regarding product availability or store locations.
- Stocked shelves, racks, cases, bins, and tables with new or transferred merchandise.
- Maintained cleanliness of the checkout area by sweeping floors, emptying trash cans.
- Balanced cash drawers at the end of each shift.
- Complied with all health and safety regulations while performing job duties.
- Informed customers of in-store promotions or pricing specials.
- Refilled and rotated items on shelves to maintain well-stocked inventory.
- Assisted customers with locating merchandise within the store.
- Performed daily opening and closing procedures such as counting money in cash drawers and checking bank deposits against total sales receipts for accuracy.
- Ensured that all areas of the retail floor were properly stocked throughout each shift.
- Recommended, selected, located, and obtained products to meet customer needs.
- Counted tills at beginning of shift with start money and balanced and reconciled register, reflecting financial discrepancies, refunds and account deferrals.
- Adhered to company policies concerning returns, exchanges, and refunds, including proper documentation completion.
- Bagged, boxed or gift-wrapped sold merchandise per customer's request.
- Exchanged and returned items, noting details in company database and placed returned merchandise in bins for restocking.
- Verified that all coupons were valid prior to processing them into the system.
- Provided information on company policies, warranties, guarantees, financing options and other related matters.
- Followed established loss prevention procedures when dealing with suspicious customers or activities.
- Organized items purchased by customers according to their type or size for easy retrieval during checkout.
- Addressed customer questions and concerns regarding products and services.
- Greeted customers promptly and responded to questions.
- Answered customers' questions and provided information on store procedures or policies.
- Built and maintained productive relationships with employees.
- Trained and mentored new cashiers to maximize performance with skilled, efficient and knowledgeable team members.
- Processed efficient and accurate cash, check, debit and credit card payments using Point-of-Sale system.
- Counted and balanced cashier drawers.
- Boosted customer satisfaction levels by going extra mile to personalize service for each customer.
- Maintained clean and orderly checkout areas by sanitizing register belts, emptying trash cans and organizing candy racks.
- Offered customers carry-out service at completion of transaction.
- Checked personal identifications during alcohol and tobacco sales.
- Processed returned merchandise by strictly following store return and exchange procedures.
- Established or identified prices of goods and services and tabulated bills with optical price scanners and cash registers.
- Adhered to social distancing protocols and wore mask or face shield.
Customer Service Manager
Wilson family foods
Wilson, Kansas
09.2007 - 04.2015
- Managed customer service team to enhance support and satisfaction.
- Developed training programs for staff on effective communication techniques.
- Implemented process improvements to streamline customer inquiry handling.
- Coordinated feedback collection to identify areas for service enhancement.
- Oversaw scheduling to ensure adequate coverage during peak hours.
- Resolved complex customer issues through effective problem-solving strategies.
- Fostered a positive team environment to encourage collaboration and growth.
- Provided exceptional customer service to ensure customer satisfaction.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Monitored staff performance to ensure adherence to customer service standards.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Developed and implemented strategies for providing excellent customer service experience.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Evaluated employee job performance and motivated staff to improve productivity.
- Maintained accurate records of customers' interactions with the company in order to provide better future services.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Evaluated and authenticated returns, exchanges and voids.
Customer Service Representative
G b's
Wilson, KS
12.2004 - 09.2007
- Assisted customers with product inquiries and service requests.
- Resolved customer complaints through effective communication and problem-solving.
- Processed transactions accurately using point-of-sale systems.
- Maintained product knowledge to provide informed recommendations.
- Collaborated with team members to ensure smooth daily operations.
- Answered customer inquiries and provided accurate information regarding products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Developed strong customer relationships to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Education
General Education Diploma
Haysville, KSSkills
- Customer engagement
- Complaint resolution
- Team leadership
- Process improvement
- Operational efficiency
- Customer relationship management
- Conflict resolution
- Effective communication
- Problem solving
- Time management
- Adaptability to change
- Fast learner
- Team task delegation
- Customer support
- Problem-solving
- Team performance
- Positive and friendly
- Team training and leadership
- Customer service
- Team member training
- Attention to detail
- Willingness to lead
- Reliability
- Calm and professional under pressure
Timeline
Lead Customer Service Representative
Circlek
11.2022 - 07.2024
Shift Lead
Whataburger
11.2021 - 11.2022
Assembly Line Worker
Cashco
10.2020 - 03.2021
Customer Service Representative
Sunmart
10.2018 - 10.2019
Customer Service Cashier
Wilson Foods
04.2015 - 01.2019
Customer Service Manager
Wilson family foods
09.2007 - 04.2015
Customer Service Representative
G b's
12.2004 - 09.2007
General Education Diploma