Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Lisa Means

Montgomery,AL

Summary

Proven expertise in customer service and Microsoft Excel, honed at Mapco Express and other notable companies. Excelled in complaint resolution and customer satisfaction, significantly enhancing loyalty and operational efficiency. Skilled in warehousing functions and adept at professional communication, consistently exceeding performance metrics. Demonstrates strong follow-up skills and a commitment to safety and productivity standards.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Mapco Express
09.2019 - 02.2024
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.

Customer Service Call Center Agent

ASK Telemarketing
01.2016 - 09.2018
  • Utilized excellent communication skills in both written and verbal forms to effectively address customer inquiries and concerns.
  • Enhanced customer satisfaction by efficiently handling high call volumes and resolving issues promptly.
  • Assisted in training new hires on company policies, systems, and call handling procedures to ensure seamless integration into the team.
  • Achieved high first-call resolution rates by providing accurate information and solutions to customers'' concerns.
  • Reduced average call handling time through active listening, empathy, and effective problem-solving skills.
  • Consistently met or exceeded monthly performance metrics for call quality, adherence to schedule, and efficiency.
  • Emphasized a customer-centric approach in all interactions by placing their needs and expectations at the forefront of each call.
  • Improved team performance by sharing best practices, tips, and techniques for effectively managing customer interactions.
  • Collaborated with cross-functional teams to address complex customer issues requiring additional expertise or escalation.
  • Investigated and resolved customer inquiries and complaints quickly.

Tugger Driver

Hanon Systems
01.2014 - 12.2015
  • Upheld high standards of cleanliness throughout the facility, promoting a clean work environment that minimized risks associated with hazards or accidents.
  • Increased workplace efficiency by operating tugger vehicles in a safe and timely manner.
  • Maintained open lines of communication with supervisors and managers, providing updates on progress and alerting them to any potential challenges or delays.
  • Assisted in the reorganization of warehouse layout for improved space utilization and overall functionality.
  • Supported loading and unloading processes, ensuring timely completion of orders for customer satisfaction.
  • Contributed to continuous improvement initiatives by identifying areas for potential process optimization within the scope of tugger driver responsibilities.
  • Provided reliable transportation services between warehouse locations, streamlining the flow of materials throughout the supply chain.
  • Operated various material handling equipment, increasing versatility and providing additional support for warehouse operations.
  • Drove equipment from one site to another to deliver tools and complete jobs.

Production Worker

Glovis
02.2012 - 06.2013
  • Followed safety procedures and guidelines to maintain safe working environments.
  • Used equipment properly to avoid workplace hazards or injuries.
  • Maintained cleanliness of workstations, contributing to a well-organized work environment for increased productivity.
  • Resolved issues quickly to maintain productivity goals.
  • Organized work to meet demanding production goals.
  • Met or exceeded daily production targets consistently through efficient task execution and effective time management skills.
  • Performed routine quality checks on finished products, ensuring adherence to company standards before shipping out units.
  • Took on additional shifts during peak work periods to keep projects on schedule.

Education

Undergraduate Student - Medical Assistant

Fortis College
Montgomery, AL

High School Diploma -

Central High
Hayneville, AL
05.2007

Skills

  • Call center experience
  • Microsoft Excel
  • Complaint resolution
  • Customer satisfaction measurement
  • Scheduling
  • Professional telephone demeanor
  • Follow-up skills
  • Microsoft PowerPoint
  • Documentation
  • Research
  • Proofreading
  • Warehousing functions

Certification

CPR

HIPPA

Timeline

Customer Service Representative

Mapco Express
09.2019 - 02.2024

Customer Service Call Center Agent

ASK Telemarketing
01.2016 - 09.2018

Tugger Driver

Hanon Systems
01.2014 - 12.2015

Production Worker

Glovis
02.2012 - 06.2013

Undergraduate Student - Medical Assistant

Fortis College

High School Diploma -

Central High

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Lisa Means