Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Lisa Ragland

Fort Lauderdale,FL

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

10
10
years of professional experience

Work History

Customer Service/Team Lead

Bosch Solutions
07.2018 - Current
  • Supervised 10-15 agents
  • Monitored calls and conducted coaching/huddle sessions, ensuring all agents are performing overall
  • Assisted customers with roadside issues (i.e
  • Flat tires, accidents, fuel delivers, general tech questions)
  • Processed payments.
  • Improved customer satisfaction by addressing and resolving complex issues in a timely manner.
  • Implemented feedback tracking system to identify areas of improvement and adjust team strategies accordingly.
  • Increased first call resolution rates by developing comprehensive troubleshooting guides for representatives'' use.
  • Reduced average handle time through effective communication training and improved knowledge of products/services offered.
  • Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
  • Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
  • Coached new team members on service techniques and provided scoring through quality assurance program.
  • Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
  • Handled day-to-day customer contact via phones, faxes, and emails.
  • Managed high-performing customer service team, consistently exceeding company performance benchmarks.
  • Enhanced team productivity by providing ongoing training and coaching to Customer Service Representatives.

Property Manager

Storage Post
03.2018 - 05.2019
  • Assisted customers with storage unit rentals and inquiries
  • Processed payments/Account Management.
  • Enhanced tenant satisfaction by promptly addressing concerns and resolving issues in a timely manner.
  • Increased property occupancy rates by effectively marketing available units and conducting thorough tenant screenings.
  • Completed final move-out walk-throughs with tenants to identify required repairs.
  • Kept properties in compliance with local, state and federal regulations.

Cruise Consultant

MSC Cruises
01.2015 - 03.2018
  • Assisted Customers, Potential Customers and Travel agents with planning and accommodations regarding cruising and excursions options and pricing
  • Created and presented customer/agent with itinerary (dates/times and duration of each available excursion) to finalize the prospective event.
  • Enhanced customer satisfaction by providing personalized cruise recommendations based on individual preferences.
  • Addressed client concerns promptly and professionally, resulting in high levels of customer satisfaction.
  • Assisted clients with pre-and post-cruise travel arrangements, ensuring seamless transitions between land and sea vacations.
  • Implemented effective upselling strategies to increase revenue through the promotion of additional services such as shore excursions or specialty dining experiences.
  • Organized group cruises for large parties, coordinating all aspects of the reservation process from cabin selection to onboard activities planning.

Education

High School Diploma -

Turner Job Corps Academy
Albany,GA
01.1999

Skills

  • Excel
  • Word
  • PowerPoint
  • Typing Speed: 45 Wpm
  • Excellent communication Skills
  • Performance Evaluation
  • Client Engagement
  • Professional telephone demeanor
  • Data Management
  • Call center experience
  • Time management abilities
  • Product and service knowledge
  • Customer Relationship Management (CRM)

References

Upon Request

Timeline

Customer Service/Team Lead

Bosch Solutions
07.2018 - Current

Property Manager

Storage Post
03.2018 - 05.2019

Cruise Consultant

MSC Cruises
01.2015 - 03.2018

High School Diploma -

Turner Job Corps Academy

Similar Profiles

CREATE PROFILE