Summary
Overview
Work History
Education
Skills
Timeline
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Lisa Peters

Saginaw,MI

Summary

Proven track record in enhancing customer loyalty and streamlining processes, evidenced by roles at Macy's and the State of Michigan. Excelled in conflict resolution and data entry, significantly improving client satisfaction and operational efficiency. Skilled in critical thinking and Microsoft Excel, adept at turning challenges into opportunities for growth. Supportive Eligibility Specialist with extensive application engagement and dedicated service skills. Professional organizational skills to maintain accurate records, schedule appointments and handle various administrative responsibilities.

Overview

11
11
years of professional experience

Work History

Customer Service Representative

Macy's
10.2022 - Current
  • 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 rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.

Assistance Payment Worker

State of Michigan
11.2017 - Current
  • Participated in ongoing professional development opportunities to stay current with industry best practices.
  • Communicated clearly and empathetically with diverse populations including those facing language barriers or disabilities.
  • Improved client satisfaction by providing timely and accurate assistance with their benefit applications.
  • Reduced case backlog by prioritizing tasks and working efficiently under pressure.
  • Offered compassionate support to clients during difficult circumstances, helping them navigate the application process with ease.
  • Maintained high levels of accuracy in data entry, ensuring client information was up-to-date and correct.
  • Collaborated with team members to resolve complex cases and provide optimal support for clients in need.
  • Conducted thorough eligibility assessments to ensure proper benefit distribution to qualified individuals.
  • Streamlined application processes for increased efficiency and faster benefits disbursement.
  • Stayed informed on current policies and regulations related to assistance payments, applying this knowledge to better serve clients.
  • Enhanced department productivity by implementing new strategies to process applications more quickly.

Security Officer

DK Security
07.2013 - 11.2017
  • Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
  • Acted quickly during emergency situations to reduce opportunity for damage and injury.
  • Patrolled and monitored premises by foot.
  • Prevented unauthorized access to facilities by enforcing strict entry protocols and verifying identification.
  • Maintained a safe environment for employees and visitors through continuous risk assessment and threat analysis.
  • Checked and verified photo identification prior to granting facility access.
  • Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
  • Reported suspicious activities and persons to law enforcement.
  • Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
  • Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.
  • Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
  • Improved overall security by conducting regular patrols and monitoring surveillance systems.

Education

Associate of Science - Administration in Small Business Management

Everest University
Colorado Springs, CO
04.2014

Skills

  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Data Entry
  • Problem Resolution
  • Computer Proficiency
  • Conflict Resolution
  • Microsoft Excel
  • Complaint resolution

Timeline

Customer Service Representative

Macy's
10.2022 - Current

Assistance Payment Worker

State of Michigan
11.2017 - Current

Security Officer

DK Security
07.2013 - 11.2017

Associate of Science - Administration in Small Business Management

Everest University

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Lisa Peters