Summary
Overview
Work History
Education
Skills
Timeline
Generic

Lisa Payne

Saint Joseph

Summary

Results-driven professional with a strong background in customer service and team collaboration. Adept at training new staff and implementing best practices to improve service delivery. Committed to fostering a customer-focused environment and achieving operational excellence.

Overview

28
28
years of professional experience

Work History

Call Center Representative

American Family Insurance
Saint Joseph, MO
01.2017 - Current
  • Collaborated with team members to enhance service delivery and customer satisfaction.
  • Trained new representatives on systems, processes, and best practices in customer service.
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Educated customers about billing, payment processing and support policies and procedures.

Commercial Lines Services Senior Representative

American Family Insurance
Saint Joseph, MO
04.2000 - 12.2016
  • Processed new business, changes, cancels, and renewals for two lines of business using knowledge of state specific regulations.
  • Implemented quality audits to ensure compliance with company standards and policies.
  • Demonstrated adaptability by successfully handling changing priorities and shifting deadlines without compromising performance standards or results delivery.
  • Managed high-volume workload while maintaining strong attention to detail and accuracy.

Senior Benefits Control Specialist/Human Resources

Trans World Airline Inc
Kansas City, MO
02.1998 - 03.2000
  • Worked with survivors of employees (active/retirees) processing retirement and life insurance benefits.
  • Balanced an Excel spreadsheet on monthly withdrawals and negative earnings adjustments on employees.
  • Processed Employee Stock Ownership withdrawal requests.

Education

Secretarial/Business - Secretarial/Business

Platte Junior College
Saint Joseph, MO
05.1989

Skills

  • Problem-solving skills
  • Excellent communication and organizational skills
  • Microsoft Office
  • Self-motivated and customer focused
  • Teamwork and collaboration

Timeline

Call Center Representative

American Family Insurance
01.2017 - Current

Commercial Lines Services Senior Representative

American Family Insurance
04.2000 - 12.2016

Senior Benefits Control Specialist/Human Resources

Trans World Airline Inc
02.1998 - 03.2000

Secretarial/Business - Secretarial/Business

Platte Junior College