Lisa Mize
Tulsa,OK
Summary
Seasoned Customer Service Supervisor with unmatched customer service record and successful strategic development. Develops strong working relationships with teams to boost performance and meet objectives. Specialized in Background Investigative Products and Services as well as TPA (Third Party Administrator) responsibilities for DOT and non-DOT Drug and Health Services.
Overview
9
9
years of professional experience
Work History
Customer Service Supervisor
HireRight Inc. - Employment Background Checks
11.2015 - 07.2023
- Coached employees through day-to-day work and complex problems.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Developed and Conducted training globally in person and virtually, mentored team members to promote productivity and commitment to friendly service.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Actively supported service associates by quickly responding to questions via phone, chat and email finding appropriate solutions to customer issues.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Hired, managed, developed and trained staff globally in person and virtually, established and monitored goals, conducted performance reviews for New Hire staff.
- Built highly-efficient training team through ongoing coaching and professional development opportunities.
- Completed bi-weekly, semi monthly and monthly payroll for 3-35 employees.
Customer Service Specialist
HireRight Inc. - Employment Background Checks
08.2014 - 11.2015
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Managed between 30-80 customer calls, emails or chats per day.
- Provided primary customer support to internal and external customers.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Education
Bachelor of Science - Criminal Justice
08.2007
Skills
- Reviewing Resumes
- New Hire Training
- Staff Training
- Evaluate Performance
- Mentoring
- Call Center Software
- Investigation Leadership
- Microsoft Office
- Customer Escalations
- Training
- Training Programs
- Collaborative Environments
- Leadership and Change Management
- Verbal and Written Communication
- Customer Relations
- Annual Performance Reviews
- Customer Service Management
- Supervising Employees
- Key Performance Indicators (KPIs)
- Motivational Leadership
Timeline
Customer Service Supervisor - HireRight Inc. - Employment Background Checks
11.2015 - 07.2023
Customer Service Specialist - HireRight Inc. - Employment Background Checks
08.2014 - 11.2015
Kaplan University - Bachelor of Science, Criminal Justice
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