Lisa Morrell
Layton
Summary
Results-driven Senior Customer Service Specialist with a proven track record in enhancing customer satisfaction and mentoring teams. Adept at conflict management and process optimization, consistently achieving high performance targets.
Professional with solid experience in customer service, prepared to excel in this senior role. Proven ability to resolve issues efficiently and enhance customer satisfaction. Strong focus on team collaboration, adapting to changing needs, and delivering results. Skilled in conflict resolution, communication, and process improvement while maintaining high standards. Reliable and results-driven, consistently supporting team success and client happiness.
Overview
10
10
years of professional experience
Work History
Senior Customer Service Specialist
Roostlabs
11.2020 - Current
- Lead cross-functional teams to enhance customer satisfaction and resolve complex inquiries.
- Mentor junior staff on best practices for customer engagement and issue resolution.
- Develop training materials to streamline onboarding processes for new team members.
- Implement feedback mechanisms to identify areas for service improvement and drive initiatives.
- Analyze customer interactions to optimize response strategies and improve service delivery.
- Collaborate with product teams to provide insights on customer needs and preferences.
- Manage escalated customer issues, ensuring timely resolutions that align with company policies.
- Worked closely with management on initiatives focused on reducing churn rates through proactive engagement efforts targeting at-risk accounts before they lapsed into disengagement status due to dissatisfaction or other factors.
- Implemented process improvements that resulted in reduced average handling times without sacrificing quality of support provided.
- Utilized CRM systems effectively to track customer interactions, ensuring seamless transitions between team members and providing customers with consistent support across multiple touchpoints.
- Consistently achieved personal performance targets while actively contributing to the success of the broader team.
- Maintained comprehensive knowledge of company products and services to provide accurate information and guidance to customers.
- Improved customer satisfaction rates by efficiently addressing and resolving complex issues in a timely manner.
- Handled sensitive customer data responsibly, adhering strictly to privacy regulations and safeguarding confidential information from unauthorized access or disclosure.
- Assisted with the development of departmental policies and procedures aimed at improving efficiency without compromising on customer satisfaction levels.
- Mentored junior team members, sharing best practices and fostering a supportive work environment conducive to growth.
- Provided exceptional support during high-traffic periods, maintaining professionalism under pressure and minimizing disruptions in service levels.
- Conducted quality assurance evaluations on customer interactions, providing constructive feedback to enhance service delivery standards.
- Served as an escalation point for challenging customer situations, effectively diffusing tension and achieving satisfactory resolutions.
- Exceeded customer expectations through the provision of personalized service and genuine empathy during difficult situations, resulting in increased loyalty and repeat business.
Senior Manager
Apple
11.2019 - 11.2020
- Delivered exceptional customer support via phone, email, and chat channels.
- Resolved complex customer inquiries, ensuring timely follow-up and satisfaction.
- Collaborated with cross-functional teams to enhance service delivery processes.
- Developed and maintained knowledge base resources for efficient issue resolution.
- Improved first-call resolution rates by actively listening to customer concerns and offering appropriate solutions.
- Assisted customers in navigating online resources effectively, increasing their self-sufficiency when dealing with future inquiries.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
Senior Technical Support Specialist
Frontier Communications
10.2016 - 10.2019
- Led troubleshooting efforts for advanced technical issues, ensuring prompt resolution and minimal downtime.
- Mentored junior staff on complex systems, enhancing team knowledge and service quality.
- Developed and implemented process improvements, increasing efficiency in support workflows.
- Collaborated with cross-functional teams to address customer feedback and enhance service offerings.
- Maintained detailed documentation of support processes, improving knowledge sharing across the team.
- Acted as primary point of contact for escalated customer inquiries, ensuring satisfaction through effective resolution strategies.
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Managed high-volume support tickets, ensuring timely resolution and maintaining client trust.
- Collaborated with cross-functional teams to identify root causes of recurring issues and implement permanent fixes.
Education
Associate of Science - Business Administration And Management
Long Island Business School
Long Island NY09-1982
Skills
- Call center experience
- Reporting and analysis
- Coaching and mentoring
- Documentation review
- Complaint handling
- De-escalation techniques
- Call control
- Conflict management
- Workflow optimization
- Customer education
- Database research
- Escalation management
- CRM software
- Email support
- Call auditing
- Returns and exchanges
- Ticketing systems
- Customer support
- Staff training
- Complaint resolution
- Quality assurance
- Account management
- Service recommendations
- Representative training
- Team monitoring
- Email management
- Teamwork and collaboration
- Problem-solving
- Customer service
- Time management
- Attention to detail
Timeline
Senior Customer Service Specialist
Roostlabs
11.2020 - Current
Senior Manager
Apple
11.2019 - 11.2020
Senior Technical Support Specialist
Frontier Communications
10.2016 - 10.2019
Associate of Science - Business Administration And Management
Long Island Business School