Lisa Pons
Brooklyn,NY
Summary
Results-driven customer service professional with over 10 years of experience in fast-paced environments. Skilled in analyzing customer service requests for accurate issue resolution and ensuring first contact resolution. Maintains composure under pressure and effectively communicates, consistently receiving positive feedback from customers.
Overview
3
3
years of post-secondary education
26
26
years of professional experience
Work History
Passenger Agent/Lead
Korean Air
Brooklyn, USA
07.2023 - Current
- Provide top-quality customer service to passengers at JFK
- Perform arrival duties such as supervising the transfer Protection interviews, supervising the Connect/disconnect Jetway/stairs as necessary
- Maintain current knowledge of all flight times during designated shift
- Assist with baggage tagging and baggage claim reports
- Contributed to team efficiency by performing additional responsibilities
Office Assistant
Holding Hands Counseling
Ardsley, USA
12.2020 - 12.2022
- Verify patient eligibility with various health insurance companies, data entry; ensure all patient demographic information is updated in the system
- Manage provider schedule, confirm appointments, provide patients with referrals as necessary
- File, fax and correspond to emails as needed, provide quality patient care.
Expediting Assistant Manager
Penfactory.com
Maywood, USA
02.2013 - 03.2020
- Delivered customer service for online customers, ensured quality assurance, and managed expediting department and team to meet service standards
- Encouraged and motivated staff to meet documentation and meet deadlines in a timely manner
- Managed daily operations to ensure efficient workflow and team collaboration.
- Facilitated training sessions to enhance staff skills and product knowledge.
- Coordinated inventory management and order fulfillment processes effectively.
Sales Representative
Gerimedix
Brooklyn, USA
08.2012 - 05.2013
- Analyzed client volume and resolved customer complaints through problem investigation
- Developed strategies to implement solutions for both consumers and agency
- Compiled reports and provided recommendations and referrals to management team
- Serviced existing accounts, secured orders, and established new accounts by organizing daily work schedule
- Managed wholesale distribution to nursing homes
Eligibility Specialist (Temporary Position)
West Care Medical
New York, USA
04.2009 - 12.2009
- Contacted insurance companies for eligibility purposes and prior authorizations
- Assisted with patient demographic information and data entry
- Assisted with handling high volume phone system, collected copayments and contacted specialty providers for patient referrals and scheduling purposes
- Provided weekly delinquent reports to supervisor, maintained confidentiality; adhere to all HIPPA guidelines and regulations.
Supervisor
Big M Incorporated
Brooklyn, USA
01.2001 - 12.2009
- Delivered customer service and developed weekly staff schedules to ensure adequate coverage and operational efficiency
- Provided weekly reports to store manager, evaluated, hired and trained all new staff on company policies and procedures
- Delegated tasks to meet daily and weekly operational standards, including floor cleaning, display maintenance, merchandise quality, and in-store/community marketing efforts
- Executed weekly markdowns and managed inventory while overseeing daily incoming shipments to maintain stock levels
- Delegated tasks to ensure daily and weekly compliance with duties, including cleaning the floor and displays, maintaining merchandise quality, and promoting the store in the community.
Receptionist (part-time Position)
U.S. Reid
New York, USA
12.2007 - 04.2008
- Greeted consumers upon entering office, answered high volume phone lines
- Transferred calls to appropriate department, confirmed messages, responded to inquiries' and complaints
- Maintained case records and filed accordingly as per company policies and procedures
- Responsible for office inventory: maintained, ordered and distributed office supplies and equipment.
Education
General Studies -
Toro College
New York, NY 02.1999 - 06.2002
Skills
- Customer service
- Patient management
- Front desk
- Sales
- Sales support
- Team leadership
- Operational oversight
- Communication skills
- Organizational skills
- Time management
- Microsoft Word
- Excel
- PowerPoint
- Computer literacy
- Experience with children
- Organizational skills
Timeline
Passenger Agent/Lead
Korean Air
07.2023 - Current
Office Assistant
Holding Hands Counseling
12.2020 - 12.2022
Expediting Assistant Manager
Penfactory.com
02.2013 - 03.2020
Sales Representative
Gerimedix
08.2012 - 05.2013
Eligibility Specialist (Temporary Position)
West Care Medical
04.2009 - 12.2009
Receptionist (part-time Position)
U.S. Reid
12.2007 - 04.2008
Supervisor
Big M Incorporated
01.2001 - 12.2009
General Studies -
Toro College
02.1999 - 06.2002