Summary
Overview
Work History
Education
Skills
Timeline
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Lisa Staten

Tarboro,NC

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, ad providing customized solutions to build loyalty. 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

15
15
years of professional experience

Work History

Customer Service Representative

Progressive Auto Insurance
06.2022 - Current
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Customer Financial Services Representative

PNC Bank
11.2016 - 06.2022
  • Collaborated with clients to maintain relationships and provide customers with thorough support and guidance.
  • Offered competitive commercial banking solutions and retail financing options.
  • Developed and maintained strong knowledge of multiple products and varying levels of benefits within each product.
  • Built and deepened productive relationships with prospective and competitive customers to drive sustained growth.
  • Discussed financial options with clients and provided informed suggestions.
  • Conducted research to answer questions and handle issues using multiple systems and resources.
  • Worked with clients to develop financial planning strategies and solutions through evaluation of finances.
  • Prepared contracts and related documentation according to strict standards.

Retention Specialist

CenturyLink
12.2013 - 12.2019
  • Built constructive customer relationships to improve loyalty and recommendations.
  • Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
  • Identified changing customer needs and adapted service strategies to meet them.
  • Evaluated current customer retention strategies and recommended improvements.
  • Utilized knowledge of customer experience to create specialized plans for customer retention.
  • Established customer retention programs to improve loyalty and increase lifetime value.
  • Developed new strategies for customer retention activities.
  • Analyzed customer behavior and data to identify trends and develop customer retention strategies.

Customer Service Representative/ Sales/Billing Specialist

West Corporation/ Alorica
02.2009 - 11.2016
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Updated account information to maintain customer records.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Responded to customer requests for products, services, and company information.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Education

High School Diploma -

Southwest Edgecombe High School
Pinetops, NC
05.1999

Skills

  • Credit Card Payment Processing
  • Sales and Upselling
  • Process Transactions
  • Investigate Claims
  • Typing Proficiency
  • Technical Support
  • Customer Data Confidentiality
  • Sales Quota Achievement
  • Issue Identification
  • Complex Product Knowledge
  • Trained in Salesforce
  • Online Chat
  • Livechat Messaging
  • Fraud Detection
  • Documentation
  • Correcting Discrepancies
  • Policy and Procedure Adherence
  • Persuasive Negotiations
  • Service Promotions

Timeline

Customer Service Representative

Progressive Auto Insurance
06.2022 - Current

Customer Financial Services Representative

PNC Bank
11.2016 - 06.2022

Retention Specialist

CenturyLink
12.2013 - 12.2019

Customer Service Representative/ Sales/Billing Specialist

West Corporation/ Alorica
02.2009 - 11.2016

High School Diploma -

Southwest Edgecombe High School

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Lisa Staten