Lisa Taylor
Mesquite,TX
Summary
Motivational leader and organizational problem-solver with advanced supervisory, 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
10
10
years of professional experience
Work History
Customer Experience Manager
Conduent
Dallas, TX
07.2022 - Current
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Drove customer escalations to resolution by engaging directly with clients.
- Coached, developed and motivated team to achieve revenue goals.
Customer Experience Specialist
Volm Companies
Fresno, CA
08.2023 - 09.2024
- Identified opportunities for providing additional services or products to existing customers.
- Implemented strategies designed to increase efficiency throughout the sales process.
- Generated invoices and credit memos as required.
- Managed communication with customers regarding sales order status updates.
Customer Service Representative
Pacific Gas & Electric
Fresno, CA
08.2018 - 06.2022
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
Customer Service Representative
Aetna
Fresno, CA
06.2017 - 06.2018
- Answered insurance-related questions and discussed product offerings with prospective customers to meet unique needs.
- Navigated computer system to look up customer information and update policies.
- Asked probing questions and offered solutions to resolve customer issues.
Customer Service Manager
Alorica
Fresno, CA
10.2014 - 06.2018
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
Skills
- Customer service skills
- Stress management
- Phone skills
- Microsoft skills
- CRM software
- Salesforce
- Communication skills
Timeline
Customer Experience Specialist
Volm Companies
08.2023 - 09.2024
Customer Experience Manager
Conduent
07.2022 - Current
Customer Service Representative
Pacific Gas & Electric
08.2018 - 06.2022
Customer Service Representative
Aetna
06.2017 - 06.2018
Customer Service Manager
Alorica
10.2014 - 06.2018