Lisa Tower
Norfolk ,NE
Summary
To obtain a position working with a company with room for advancement opportunities within a professional business. Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.
Overview
18
18
years of professional experience
Work History
Customer Service Manager/Transportation Dispatcher
North Fork Area Transit
02.2022 - Current
- Enhanced on-time delivery rates with precise coordination of driver assignments and schedules.
- Streamlined dispatch operations by implementing efficient scheduling and route planning strategies.
- Collaborated with drivers to address any issues or concerns, fostering positive working relationships.
- Coordinated emergency responses, providing swift solutions to potential transportation challenges.
- Developed strong relationships with clients through proactive communication and problem-solving support.
- Supervised a team of dispatchers, promoting teamwork while delegating tasks effectively based on individual strengths and workload capacity.
- Checked that each scheduled route was appropriately covered by delivery drivers.
- Handled incoming calls and emails from customers regarding issues with deliveries.
- Worked closely with customers to effectively resolve issues and complaints.
- Oversaw and enforced compliance with all safety regulations and DOT regulations.
- Delivered exceptional customer service to individuals contacting company's call center for support and assistance.
- Monitored and tracked dispatch communication systems.
Call Center Executive
Executive Answering Service
05.2021 - 01.2022
- Improved customer satisfaction by providing timely and efficient resolutions to inquiries.
- Managed high call volume, maintaining a professional demeanor and ensuring accurate information was relayed to customers.
- Enhanced team performance by collaborating with colleagues and sharing best practices for effective communication.
- Boosted overall call center efficiency through active participation in quality assurance initiatives and process
Cashier Team Lead
Caseys Retail Company
05.2021 - 11.2021
- Enhanced customer satisfaction by efficiently processing transactions and addressing inquiries.
- Streamlined cashier operations for improved productivity and reduced wait times.
- Mentored junior cashiers with comprehensive training and ongoing guidance, boosting team performance.
- Managed cash registers, ensuring accurate accounting and reducing discrepancies in daily reports.
- Balanced cash drawers at the end of each shift, ensuring accuracy in financial reporting.
- Quickly and accurately counted drawers at start and end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
Front Desk Clerk, Hotel, Motel, and Resort Desk Clerks
Eco Lux Inn
03.2018 - 09.2018
- Enhanced guest satisfaction by promptly and professionally addressing inquiries and concerns.
- Provided exceptional customer service for a positive guest experience, resulting in repeat business.
- Streamlined check-in and checkout processes to improve efficiency and reduce wait times.
- Managed reservations, cancellations, and modifications with accuracy to maintain organized booking records.
- Handled guest complaints professionally, resolving issues quickly to maintain high levels of satisfaction.
- Collected room deposits, fees, and payments.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
Front Desk Clerk, Hotel, Motel, and Resort Desk Clerks
Norfolk Country INN
02.2017 - 08.2017
- Increased hotel revenue by upselling rooms and promoting additional services or amenities when appropriate.
- Streamlined check-in and checkout processes to improve efficiency and reduce wait times.
- Provided exceptional customer service for a positive guest experience, resulting in repeat business.
- Enhanced guest satisfaction by promptly and professionally addressing inquiries and concerns.
- Handled guest complaints professionally, resolving issues quickly to maintain high levels of satisfaction.
- Stayed knowledgeable about hotel services, local attractions, and events to provide accurate information to guests upon request.
- Processed payments accurately while maintaining accountability for cash drawer balances at the beginning and end of shifts.
- Coordinated group bookings efficiently, ensuring all necessary preparations were completed in advance of guest arrival dates.
- Monitored front desk telephone lines attentively for prompt response to incoming calls while multitasking effectively during busy periods.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
Store Associate
Risa Enterprises Inc.
11.2015 - 07.2016
- Streamlined store operations by organizing merchandise displays and restocking shelves promptly.
- Assisted with inventory management, ensuring accurate counts and proper storage of products.
- Provided exceptional customer service by actively engaging with shoppers and offering assistance as needed.
- Supported store management in maintaining visual merchandising standards through regular upkeep of displays and signage.
- Aided marketing initiatives such as creating eye-catching displays and distributing promotional materials to boost brand awareness and sales.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
Provisional Alcohol/Drug and Alcohol Counselor
The Link Inc.
04.2013 - 12.2013
- Improved client recovery rates by implementing evidence-based counseling techniques and treatment plans.
- Enhanced patient outcomes through the development of personalized therapy sessions tailored to individual needs.
- Collaborated with multidisciplinary teams to create comprehensive care plans for clients struggling with substance abuse disorders.
- Facilitated group therapy sessions, fostering a supportive environment for open communication and healing.
- Developed strong referral networks with community agencies to provide additional resources for clients when needed.
- Maintained detailed case records, documenting client progress and adjusting treatment strategies as necessary.
- Assisted clients in developing healthy coping mechanisms to replace destructive behaviors associated with substance abuse.
- Developed relapse prevention plans, equipping clients with the tools needed to maintain long-term sobriety after treatment completion.
- Coordinated discharge planning efforts, helping clients transition to outpatient care or additional support services upon completing inpatient treatment.
- Provided counseling and support to clients with drug and alcohol abuse issues.
- Developed individual treatment goals based on history and diagnosis.
Telephone Operators
B & R Interviewing
07.2009 - 03.2013
- Enhanced customer satisfaction by promptly answering and directing incoming calls to appropriate departments.
- Reduced call waiting times by efficiently managing high call volumes and utilizing effective multitasking techniques.
- Streamlined communication between departments by accurately transferring calls and relaying messages in a timely manner.
- Maintained a professional tone when assisting callers, ensuring positive experiences for both internal and external customers.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
Family Support Worker
Good Life Counseling
06.2008 - 07.2009
- Enhanced family stability by providing comprehensive support and resources tailored to individual needs.
- Conducted thorough assessments of family dynamics and needs, developing detailed case plans to address challenges effectively.
- Organized workshops and training sessions for parents, enhancing their parenting skills and knowledge of child development.
- Promoted healthy communication within families by mediating conflicts and facilitating open discussions.
- Monitored progress of families under my supervision, adjusting interventions as needed to achieve desired outcomes.
- Maintained accurate case documentation, ensuring timely reporting to supervisors and compliance with agency requirements.
- Empowered parents to create nurturing home environments by sharing best practices in positive discipline techniques.
- Implemented evidence-based interventions designed to reduce risk factors associated with child abuse or neglect.
- Facilitated successful reunification of families by diligently working towards resolution of underlying challenges.
- Visited home environments to help clients develop comprehensive life, technical and job skills.
Residential Tech, Personal Care Aides
Womens Empowering Life Line
03.2006 - 06.2009
- Promoted independent living skills through coaching residents in daily tasks such as meal preparation, hygiene, and budgeting.
- Maintained safe and supportive residential environments for at-risk individuals, contributing to their overall wellbeing.
- Coordinated recreational activities for residents, fostering social interaction and positive group dynamics.
- Documented resident interactions thoroughly, maintaining accurate records for case management purposes.
- Implemented behavior modification techniques designed to promote positive change in residents'' lives.
- Organized weekly house meetings that facilitated open communication between staff members and encouraged constructive feedback from all parties involved.
- Administered medications to clients.
Education
Bachelor's Degree - Human Services Counseling
Wayne State College
Skills
- Call Center Operations
- Call Monitoring
- Schedule Coordination
- Excellent Time Management Skills
- Issue Resolution
- Customer Relations
- Sales Expertise
- Administrative Support
- Customer Service
- Policy Enforcement
- Account Updates
- MS Office
- Exceptional Interpersonal Communication
- Exceptional Telephone Etiquette
- Conflict Resolution Techniques
- Team Leadership
- Call Center Management
- Interpersonal Skills
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteOn-SiteImportant To Me
Work-life balancePaid sick leaveCareer advancementHealthcare benefits401k matchPaid time offTimeline
Customer Service Manager/Transportation Dispatcher
North Fork Area Transit
02.2022 - Current
Call Center Executive
Executive Answering Service
05.2021 - 01.2022
Cashier Team Lead
Caseys Retail Company
05.2021 - 11.2021
Front Desk Clerk, Hotel, Motel, and Resort Desk Clerks
Eco Lux Inn
03.2018 - 09.2018
Front Desk Clerk, Hotel, Motel, and Resort Desk Clerks
Norfolk Country INN
02.2017 - 08.2017
Store Associate
Risa Enterprises Inc.
11.2015 - 07.2016
Provisional Alcohol/Drug and Alcohol Counselor
The Link Inc.
04.2013 - 12.2013
Telephone Operators
B & R Interviewing
07.2009 - 03.2013
Family Support Worker
Good Life Counseling
06.2008 - 07.2009
Residential Tech, Personal Care Aides
Womens Empowering Life Line
03.2006 - 06.2009
Bachelor's Degree - Human Services Counseling
Wayne State College
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