Summary
Overview
Work History
Education
Skills
Timeline
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Lisa Rankin

Reno,NV

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening, and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.

Overview

20
20
years of professional experience

Work History

EBay Seller

Self-employeed
12.2011 - Current
  • Conducted retail arbitrage to build inventory for resale via online platforms.
  • Processed and tracked orders and shipments to verify accurate and on-time delivery of products.
  • Monitored and evaluated sales performance to make informed decisions and improve results.
  • Managed product returns and exchanges to maintain customer satisfactions and minimize losses.
  • Resolve customer disputes courteously to enhance customer satisfaction.
  • Analyzed customer feedback to identify areas of improvement in online shopping experience.
  • Created promotional campaigns to boost sales and drive customer loyalty.

Home Care Provider

My Parents
09.2008 - 11.2011
  • Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
  • Assisted disabled clients to support independence and well-being.
  • Assisted patients with personal requirements for housekeeping and grooming assistance.
  • Cooked tasty, nourishing meals for patients to promote better nutrition.
  • Kept close eye on behavior and emotional responses of clients to address concerns and protect each person from harm.
  • Helped clients maintain optimal health by overseeing medication administration and doctor's appointments.
  • Performed laundry, grocery shopping and other light housekeeping duties as instructed by client.
  • Provided transportation and appointments management.
  • Developed individual care plans for clients based on specific needs.
  • Offered patients and families emotional support and instruction in preparing healthy meals, independent living, and adaptation to disability or illness.

Assistant Service Manager

Pep Boys Automotive
10.2006 - 08.2008
  • Met with customers to discuss service needs and offer available solutions.
  • Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
  • Trained less-skilled service workers on standards, efficiency, and conflict resolution for best-in-class customer service.
  • Followed up with customers during and after installations to verify satisfaction.
  • Developed written plans and obtained customer consent to proceed.
  • Resolved customer complaints in professional and timely manner.
  • Monitored service staff performance and provided feedback for improvement.
  • Monitored inventory levels and placed orders to replenish stock.
  • Coordinated with other departments to maintain streamlined and productive workflow.
  • Maintained records of service transactions and customer feedback for future reference.

RV Service Advisor

Michael Hohl Rv Center
09.2005 - 08.2006
  • Educated customers regarding regular maintenance protocols to preserve vehicle condition.
  • Examined service history and provided initial inspection of vehicle to identify issues.
  • Maintained high customer satisfaction standards to meet or exceed targets.
  • Handled customer issues with confidence, using complex problem solving to provide effective resolution.
  • Interpreted diagnostic results to provide accurate repair recommendations.
  • Pleasantly greeted customers and asked open-ended questions to better determine needs.
  • Developed estimates by costing materials, supplies, and labor.
  • Followed up with customers to offer additional support and check resolution satisfaction.
  • Suggested additional services to customers in order to meet upsell goals.
  • Suggested add-on services that would be helpful to customers and improve bottom line.
  • Met customer call guidelines for service levels, handle time and productivity.

Membership Desk Associate

Sam's Club
08.2003 - 08.2005
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded to customer calls and emails to answer questions about products and services.
  • Handled complaints with prompt, courteous service to uphold professional reputation.
  • Verified customer identification and documentation for compliant transactions.
  • Resolved customer issues through thorough dispute investigation.
  • Delivered prompt service to prioritize customer needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Cross-trained and backed up other customer service managers.

Education

High School Diploma -

Earl Wooster High School
Reno, NV

Certification - Computer Sciences / Medical

Career College of Northern Nevada
Sparks, NV

Skills

  • Excellent Communication
  • Consultative Selling Techniques
  • Customer Service and Assistance
  • Analytical and Critical Thinking
  • Sales Expertise
  • Account Management
  • Multitasking and Organization
  • Client Needs Assessment
  • Administrative Support
  • Customer Feedback

Timeline

EBay Seller

Self-employeed
12.2011 - Current

Home Care Provider

My Parents
09.2008 - 11.2011

Assistant Service Manager

Pep Boys Automotive
10.2006 - 08.2008

RV Service Advisor

Michael Hohl Rv Center
09.2005 - 08.2006

Membership Desk Associate

Sam's Club
08.2003 - 08.2005

High School Diploma -

Earl Wooster High School

Certification - Computer Sciences / Medical

Career College of Northern Nevada

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Lisa Rankin