Lisa Schwab
Kalamazoo,Michigan
Summary
Motivational leader and organizational problem-solver with coaching, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance
Overview
26
26
years of professional experience
Work History
Customer Service Representative
Best Way Disposal
10.2023 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed customer service policies and procedures to meet and exceed industry service standards.
Customer Service
DoorDash
08.2022 - Current
- Delivered exceptional customer service with timely communication and proactive problemsolving.
- Provided excellent customer service, addressing concerns promptly and professionally.
- Increased customer service ratings significantly through personable service.
Coach
PNC Bank
10.2009 - 08.2022
- Monitored staff performance and addressed issues..
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Leveraged leadership skills to identify deficiencies and opportunities to improve policies, procedures and controls.
- Created training modules and documentation to train staff.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Exercised good judgment and decision-making in escalating concerns and resolving issues.
Senior Customer Service Representative
PNC Bank
08.1998 - 10.2009
- Answered incoming calls, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Referred unresolved customer grievances to designated departments for further investigation.
- Determined existing fraud trends by analyzing accounts and transaction patterns.
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
- Used multiple data sources to derive end-to-end fraud performance metrics.
- Completed accurate and efficient data entry and database updates to support business operations.
- Identified, corrected and reported data entry errors.
Education
High School Diploma -
Parchment High School
Kalamazoo, MI06.1993
Skills
- Call Center Operations
- Training and coaching
- Research ability
- Quality assurance controls
- Risk level determination
- Data input
- Database updates
Timeline
Customer Service Representative
Best Way Disposal
10.2023 - Current
Customer Service
DoorDash
08.2022 - Current
Coach
PNC Bank
10.2009 - 08.2022
Senior Customer Service Representative
PNC Bank
08.1998 - 10.2009
High School Diploma -
Parchment High School
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