Lisa Trench
Detroit,Michigan
Summary
Customer-focused Technical Support Specialist with 5+ years of experience in high-volume support environments. Skilled in troubleshooting software issues, assisting users with account and system navigation, and resolving technical concerns with clarity and empathy. Experienced in monitoring systems, documenting cases, and escalating complex issues to ensure timely resolution.
Overview
9
9
years of professional experience
Work History
Customer Service Representative II
NeoPollard Interactive
Lansing, Michigan
02.2025 - Current
- Provide technical support for online gaming platform, assisting customers with account access, device compatibility, and system issues
- Troubleshoot login errors, payment concerns, and application performance problems
- Monitor account activity and system behavior to identify potential issues
- Document all interactions and resolutions in internal systems for tracking and compliance
- Escalate complex technical issues to specialized teams for further investigation
- Deliver clear, step-by-step guidance to customers with varying levels of technical knowledge
Member Care Specialist
Nationwide Pet Insurance
Columbus, Ohio
05.2023 - 09.2024
- Assisted customers with policy management, billing inquiries, and system-related issues
- Resolved customer concerns through effective troubleshooting and communication
- Maintained detailed case documentation and followed compliance guidelines
- De-escalated complex situations while maintaining a positive customer experience
Customer Service Representative (Seasonal)
Amazon
Seattle, Washington
08.2022 - 01.2023
- Provided customer support via phone, chat, and email in a high-volume environment
- Resolved order issues, ensuring timely returns, refunds, and delivery solutions for customer satisfaction
- Navigated internal systems to research and troubleshoot customer inquiries
- Maintained accuracy and efficiency, consistently meeting performance metrics to support team goals
- Communicated clearly and empathetically, enhancing customer satisfaction and fostering loyalty
Customer Service Representative
Concentrix Call Center
Windsor, Ontario
09.2019 - 01.2022
- Handled high-volume inbound calls supporting customer accounts and services
- Navigated multiple systems to resolve technical and service-related issues
- Provided accurate information and ensured first-call resolution when possible
Night Auditor (Part-Time)
TownePlace Suites by Marriott
Windsor, Ontario
10.2017 - 01.2020
- Managed front desk operations, reservations, and guest services overnight to ensure smooth guest experiences
- Handled financial transactions and reconciled daily reports to maintain accurate financial records
- Delivered excellent guest service in fast-paced hospitality environment to enhance guest satisfaction
Education
Associate of Science - Software Engineering Game Design
Oakland Community College
Bloomfield Hills, MI12-2025
ITSM Fundamentals -
ServiceNow University
Detroit, MI12-2025
Some College (No Degree) -
Xpert Learning
Detroit, MISome College (No Degree) -
Per Scholas
Detroit, MIDiploma - Business Administration
Humber College
Toronto, OntarioSkills
- Technical Troubleshooting (Software & Account Issues)
- Customer Support (Phone, Chat, Email)
- Ticketing Systems & Case Documentation
- System Monitoring & Performance Tracking
- Issue Escalation & Problem Resolution
- CRM Tools & Multi-System Navigation
- Clear Communication & De-escalation
- Customer service
- Technical troubleshooting
- Conflict mediation
- Critical thinking
- Technical support
- Hardware troubleshooting
- Remote support
Locations
- Michigan, MI
- Ontario, ON
Timeline
Customer Service Representative II
NeoPollard Interactive
02.2025 - Current
Member Care Specialist
Nationwide Pet Insurance
05.2023 - 09.2024
Customer Service Representative (Seasonal)
Amazon
08.2022 - 01.2023
Customer Service Representative
Concentrix Call Center
09.2019 - 01.2022
Night Auditor (Part-Time)
TownePlace Suites by Marriott
10.2017 - 01.2020
Associate of Science - Software Engineering Game Design
Oakland Community College
ITSM Fundamentals -
ServiceNow University
Some College (No Degree) -
Xpert Learning
Some College (No Degree) -
Per Scholas
Diploma - Business Administration
Humber College