Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Hobbies and Interests
Languages
Timeline
Generic

Lisa Poore

Wellsville,NY

Summary

Results-oriented customer service representative with a strong background in sales and technical support for internet and television services. Demonstrated ability to convert customer insights into actionable improvements, leading to increased sales conversions. Exceptional communication skills complemented by a solid grasp of industry trends, ensuring informed recommendations to clients. Dedicated to maintaining high standards of service that propel customer satisfaction and loyalty.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Senior Applecare Advisor

Concentrix
02.2025 - Current
  • Provided expert technical support to customers, resolving issues related to Apple products and services with a focus on user satisfaction.
  • Conducted thorough troubleshooting processes, utilizing diagnostic tools to identify and resolve hardware and software problems effectively.
  • Documented customer interactions and technical solutions in the internal knowledge base, contributing to team efficiency and resource availability.
  • Ensured compliance with company policies and procedures during customer interactions, maintaining a high standard of integrity and professionalism.
  • 'Managed approximately 30-50 incoming calls, per day from customers.'

Customer Service and Sales Representative for Directv

Convergys
10.2012 - 11.2016
  • Engaged with customers to understand their needs and recommend appropriate DIRECTV products, resulting in an increase in sales conversions.
  • Implemented feedback mechanisms to gather customer insights, which informed improvements in service delivery and product offerings.

Customer Service Switchboard Operator

Teletech Holdings
03.2008 - 03.2012
  • Handled incoming calls and directed them to appropriate departments, ensuring efficient communication within the organization.
  • Utilized call management software to track and prioritize calls, enhancing overall responsiveness to customer needs.
  • Maintained a professional demeanor while managing high call volumes, demonstrating excellent time management skills.

Customer Service and Sale of Internet and Television Services

Time Warner Cable
10.2003 - 02.2007
  • Maintained comprehensive knowledge of the latest internet and television service offerings to provide accurate information to customers.
  • Analyzed customer feedback to identify areas for service improvement, resulting in the implementation of key enhancements.
  • Resolved escalated customer complaints with professionalism, maintaining a retention rate of over 86%.
  • Participated in regular training sessions to stay updated on industry trends and improve product knowledge.
  • Conducted market research to identify new sales opportunities and competitive advantages in the internet and television services sector.
  • Maintained an organized workspace and adhered to safety and security protocols to ensure a productive working environment.

Education

Associate's Degree - Business Management

Ashford University
Clinton, IA
01.2010

High School Diploma - Math, Business

Scio Central High School
Scio, NY
06.1983

Non-Degree Program - Cosmetology

Boces Occupational Center
Belmont, NY
01.1983

Skills

  • Customer Retention
  • Communication Skills
  • Technical Support
  • Software expertise

Accomplishments

  • Achieved results of the software on phones and computers by completing technical supporting with accuracy and efficiency.
  • Achieved resolution by introducing newer software for iPhone and Mac Computer tasks.

Certification

Cosmetology-Appearance Enhancement License

Hobbies and Interests

  • Horseback Riding
  • Motorcycle Riding
  • Hiking
  • Running
  • Dog Training

Languages

English
Full Professional

Timeline

Senior Applecare Advisor

Concentrix
02.2025 - Current

Customer Service and Sales Representative for Directv

Convergys
10.2012 - 11.2016

Customer Service Switchboard Operator

Teletech Holdings
03.2008 - 03.2012

Customer Service and Sale of Internet and Television Services

Time Warner Cable
10.2003 - 02.2007

Associate's Degree - Business Management

Ashford University

High School Diploma - Math, Business

Scio Central High School

Non-Degree Program - Cosmetology

Boces Occupational Center

Similar Profiles

CREATE PROFILE