Lisa McLaughlin

· Resolve 75+ Billing , account, and technical issues weekly achieving a 95% first-contact resolution rate.

· Guide customers through plan optimizations and product upgrades, identifying cross-sell opportunities that increased average order value by 15%.

· Collaborate with technical and retention teams to resolve complex escalations, reducing transfer rates by 20%.

Educated customers on AT&T products, services, and promotions to maximize value and enhance loyalty

Balanced technical expertise with a customer-first approach, earning recognition for quality service and problem-solving.

• Drafted and reviewed legal documents, ensuring compliance with relevant laws and regulations.
• Assisted in client consultations, providing clear explanations of legal options and processes.
• Guided customers through vehicle purchase and verification processes• Verified legal and financial documents, ensuring compliance and accuracy• Reviewed credit history and financial eligibility with clarity and professionalism• Promoted in five months for exceeding goals and delivering results• Streamlined processes through collaboration and CRM documentation

• Provided product support through troubleshooting and guiding users on best practices.
• Utilized CRM software to precisely track customer interactions and streamline service processes.
• Maintained detailed records of customer interactions, ensuring accurate tracking and follow-up on open cases.
• Improved first-call resolution rates by 75% effectively troubleshooting and diagnosing customer concerns.
• Served as an escalation point for advanced troubleshooting scenarios, leveraging extensive product knowledge to resolve complex issues quickly.
• Actively participated in cross-functional projects, collaborating with colleagues from various departments to enhance overall service quality.
• Provided comprehensive product knowledge to customers, enabling them to make informed decisions about their purchases.
• Achieved #1 Quality Assurance with 95% score for accuracyEmployee of the Month recognition September 2023

• Handling each client call with compassion, understanding that each person has a unique financial story.
• Identifying inaccurate, negative, or unverifiable items on a client's credit report that can be challenged or addressed.
• Performing creditor and credit bureau interventions to challenge questionable items improving credit scores by 25%
• Providing general education to clients on how to improve their credit reports and achieve financial goals.
• Maintaining compliance with various regulations associated with credit repair services.