Lisa Serwicki
Orlando,FL
Summary
Dedicated professional with proven performance in management, leadership and communication. Detail-oriented in problem-solving and planning. Ability to complete tasks on time in both individual and team settings. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations.
Overview
29
29
years of professional experience
Work History
Senior Resolution Coordinator
Walmart
Bentonville, AR
08.2022 - Current
- Researched and analyzed customer complaints to identify trends, potential root causes, and opportunities for improvement.
- Monitored incoming customer service emails and phone calls, responding promptly and professionally to inquiries.
- Maintained up-to-date records of all interactions with customers using appropriate documentation techniques.
- Assisted in developing training materials for new employees on how best to resolve customer complaints efficiently.
- Utilized problem solving skills when dealing with challenging situations or difficult customers.
- Performed detailed data entry into internal tracking systems to ensure accurate resolution of customer issues.
Business Owner/Operator
Heaven Scent House Cleaner's LLC.
Orlando, Florida
12.2017 - Current
- Schedule home cleanings, changing linens, dusting, vacuuming, mopping, bathrooms cleaned, kitchen cleaned, all area of home cleaned thoroughly, attending to the needs of my customers, dealing with payment and all records related to the business
- Keep records for production, inventory, income and expenses
- Train employees on additional job positions to maintain coverage of roles
- Enforce customer service standards and resolved customer problems to uphold quality service
- Exercise good judgment and decision-making in escalating concerns and resolving issues.
Retail Manager
Today's Wallcoverings
Buffalo, NY
01.2008 - 01.2018
- Took care of all customer service needs, handled high volume of incoming calls, follow-up and referral work queues and repairs, took care of all bookkeeping needs, process customers sales, credits and refunds, prepare sales reports and deposits, provide superior customer service by helping customers in locating and purchasing goods
- Connected with customers to provide assistance and collect feedback to optimize operations
- Completed thorough opening, closing and shift change functions to maintain operational standards each day
- Staged merchandise and stocked sales floor to stimulate impulse sales
- Maintained store staff by recruiting, orienting and training employees
- Effectively managed inventory controls and re-orders within budget guidelines.
Senior Customer Service Representative
Direct TV
Las Vegas, Nevada
01.1999 - 01.2008
- Professionally answered a high volume of call types as assigned for the company
- Effectively scheduled service appointments for current customers in a proficient and courteous manner
- Trained temp and new staff members on standard call center procedures application, tools and resources while speaking with customers
- Working knowledge of Excel, MS Word, Access, and Outlook
- Upsell company products and services to customers and meet target sale conversions
- Route technical queries to designated channels for proper resolution of service and equipment issues
- Educated customers about products, pricing and policies to address and resolve issues
- Improved customer satisfaction and retention by proactively reviewing new customer accounts and reaching out to offer assistance.
US Airman
United States Navy
Mayport, Florida
03.1995 - 07.1998
- Performed through tests of electrical systems, parts and equipment to check compliance with applicable standards and evaluate malfunctions
- Recorded maintenance performance in aircraft logbooks and completed other paperwork requirements
- Performed electrical and mechanical repair operations consisting of disassembly and assembly of units
- Recorded results of repair and modification actions and accounted for time required to perform each task on service worksheets
- Conducted functional tests to check operation and calibration of test stations, components equipment and systems.
Education
Associates - Business Administration
Valencia College
Orlando, FL05.2005
Bachelor's - Criminal Justice
University of Central Florida
Orlando, FL05.2008
Retail Management Certification -
ITT Technical Institute
Orlando, FL09.2009
Skills
- Critical thinking
- Type 45 wpm
- Handling pressure
- Microsoft Office
- Highly organized
- Data entry
- Adaptability
- Time management
- Excellent customer service
- Financial management
- Skilled problem solver
- Leadership
- Hiring and Training
Timeline
Senior Resolution Coordinator
Walmart
08.2022 - Current
Business Owner/Operator
Heaven Scent House Cleaner's LLC.
12.2017 - Current
Retail Manager
Today's Wallcoverings
01.2008 - 01.2018
Senior Customer Service Representative
Direct TV
01.1999 - 01.2008
US Airman
United States Navy
03.1995 - 07.1998
Associates - Business Administration
Valencia College
Bachelor's - Criminal Justice
University of Central Florida
Retail Management Certification -
ITT Technical Institute