Lisa Robinson

Supervise the wok of office, administrative, and customer service associates to ensure adherence to quality standards, deadlines, and proper procedures are being adhered to.

Resolve members complaints and answer questions regarding policies and procedures.

Provide employees with guidance in handling difficult or complex problems in resolving escalated complaints or disputes.

Provide excellent service in taking care of members financial needs.

• Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
• Trained and motivated employees to perform daily business functions.
• Provided top quality child care provisions from infants to 12 years old.

• Reduced application processing time by streamlining documentation requirements and utilizing technology to improve communication between departments.
• Managed a diverse portfolio of loans while ensuring that each client received personalized attention throughout the lending process.
• Conducted thorough analysis of borrower''s financial situation to provide appropriate recommendations for home equity products.
• Provided ongoing support to clients during the life of their loans, addressing questions and concerns promptly and professionally.

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
• Maintained a high level of product knowledge, providing accurate information to customers.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
• Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
• Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
• Trained new associates in company policies and procedures, fostering a supportive work environment.
• Developed and actualized customer service initiatives to decrease wait times.
• Assisted colleagues with challenging situations, providing guidance based on expertise and experience in the industry.
• Increased revenue by cross-selling and upselling products and services.
• Contributed to the enhancement of sales strategies by upselling relevant products or services during customer interactions.
• Trained new personnel regarding company operations, policies and services.
• Educated customers about billing, payment processing and support policies and procedures.
• Cross-trained and provided backup support for organizational leadership.