Open To Work
Lisa Parks
Albany,GA
Work Preference
Summary
Dedicated Case Manager specializing in conflict resolution and case documentation. Manages high caseloads while fostering strong customer relationships and ensuring policy compliance. Committed to improving patient outcomes through strategic resource recommendations and effective communication.
Overview
19
19
years of professional experience
Work History
Case Manager
Teleperformance
Albany, GA
02.2020 - 06.2026
- Resolved customer complaints promptly and professionally.
- Resolved customer complaints efficiently and professionally.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Provided customer support for inquiries and issues during high call volumes, ensuring timely assistance and customer satisfaction. to high call load each shift.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Provided accurate, valid, and complete information to customers.
- Assisted customers with inquiries via phone and email.
- Maintained detailed records of customer interactions, transactions, comments, and complaints to support service quality and issue resolution.
- Documented customer interactions in CRM system to ensure accurate tracking and follow-up.
- Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
- Collaborated with team members to improve service quality.
- Built sustainable relationships of trust through open communication with customers.
- Researched resolutions and contacted necessary departments to follow up with customers by phone, mail, or fax.
- Utilized problem-solving techniques such as root cause analysis to identify recurring issues that could be addressed proactively.
- Ensured compliance with company policies regarding privacy laws and data protection regulations.
- Prepared customer reports by gathering data collected during customer interactions.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Kept customer and system account information accurate and current to support timely resolutions for concerns.
Supervisor
Sanderson Farms Processing Plant
Moultrie, Georgia
01.2007 - 11.2021
- Supervised daily operations in poultry processing facility, enhancing production efficiency.
- Managed workflow, ensuring adherence to efficient production schedules.
- Conducted quality checks on processed products for compliance with safety standards.
- Trained employees on safety protocols and best practices to enhance operational safety.
- Coordinated maintenance of equipment to minimize downtime.
- Implemented training programs for new team members.
- Collaborated with management to resolve operational challenges and improve workflow.
- Monitored inventory levels and ordered supplies.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Monitored employee productivity, delivering constructive feedback to foster team development.
- Complied with company policies, objectives and communication goals.
- Collaborated with other departments to coordinate workflow processes between teams.
- Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
Education
High School Diploma -
Doughtery High
Albany, GA06-1989
Skills
- Case management
- Case documentation management
- Policy compliance
- Customer relationship management
- Data analysis
- Customer service
- Conflict resolution
- Problem solving
- Documentation management
- Case planning
- Multitasking and organization
- Goal setting
- Verbal and written communication
- Active listening
- Empathy and compassion
- Relationship building
Timeline
Case Manager
Teleperformance
02.2020 - 06.2026
Supervisor
Sanderson Farms Processing Plant
01.2007 - 11.2021
High School Diploma -
Doughtery High