LISA TRENCH
Detroit,MI
Summary
Customer support expert with 8+ years of experience resolving technical issues through troubleshooting and structured escalation management. Deliver high service quality through clear, accurate communication and detailed case documentation. Improve resolution times by standardizing workflows and tracking recurring defects.
Overview
1
1
Certification
15
15
years of professional experience
Work History
Customer Service Representative III
NeoPollard Interactive
Lansing, MI
02.2025 - Current
- Supported customers via phone, live chat, and email for account, payment, transaction, promotion, and technical questions, delivering timely resolutions.
- Tracked customer issues from first contact through resolution or escalation, recording interactions and troubleshooting steps to support service quality.
- Explained technical and account details in simple terms while meeting quality, productivity, and service standards.
- Assisted with payment and fraud alerts, followed security and compliance procedures, and escalated cases needing additional review.
IT Support Representative
NRTC / ShyftOff
03.2026 - Current
- Resolved customer technical issues by troubleshooting connectivity, networking, and equipment-related concerns, enhancing customer satisfaction through effective use of support tools and diagnostic data.
- Investigated issues using multiple applications and internal resources, tested resolutions, and communicated clear next steps to enhance customer understanding.
- Documented troubleshooting steps and escalated unresolved issues with detailed information, enabling timely resolution by the appropriate support team.
- Assisted customers with technical issues remotely, ensuring effective support and maintaining service levels.
Member Care Specialist
Nationwide Pet
05.2023 - 09.2024
- Supported members with account, policy, billing, and service inquiries, ensuring clear and empathetic assistance.
- Assisted customers with inquiries about pet insurance policies and coverage options.
- Educated clients on the benefits of pet insurance and claims processes.
- Resolved customer complaints through effective communication and problem-solving techniques.
- Researched customer concerns, identified resolutions, documented interactions, and communicated next steps during sensitive situations.
Seasonal Customer Service Associate
Amazon Flex
08.2022 - 01.2023
- Resolved high-volume customer inquiries regarding orders, accounts, deliveries, and returns, and enhanced customer satisfaction.
- Resolved customer issues through phone, email, and chat, ensuring effective communication across channels.
- Coordinated daily order processing and tracking to ensure timely deliveries for customer satisfaction.
- Investigated issues using internal resources and communicated solutions clearly, maintaining compliance with customer support standards.
Customer Service Agent
Concentrix Call Center
09.2019 - 12.2021
- Assisted customers via chat, email, and phone while adhering to company procedures and quality standards to enhance customer satisfaction.
- Resolved customer complaints through effective communication and problem-solving techniques.
- Identified vehicle and account-related technical issues, recorded interactions, and escalated complex cases to ensure timely resolution.
- Documented customer interactions in company systems to facilitate future reference and follow-up actions.
Administrative Assistant / Receptionist / Accounts Payable
Windsor Essex Mobility Group
Windsor
06.2011 - 03.2015
- Processed 200 invoices monthly, posted journal entries, reconciled accounts to ensure accuracy of financial records and support timely reporting.
- Managed electronic records and correspondence to improve organization and enhance document retrieval.
- Coordinated communication among vendors, building access, departments, and external partners to streamline operations.
Education
Computer Support Specialist, Associate Degree - Computer Information Systems
Lansing Community College
Lansing, MI09-2026
Certificate - Accounting Administration & Payroll
Canadian Business College
Diploma - Business Administration
Humber College
Skills
- Technical support
- Technical issue resolution
- VPN troubleshooting
- Remote support
- CRM integration
- CRM expertise
- Case documentation
- Escalation management
- Customer service excellence
- Live chat proficiency
- Account and payment support
- Account assistance
- Collaboration tools collaboration
- SharePoint
- Remote work efficiency
- Remote support
Personal Information
Title: CUSTOMER ONBOARDING | PLATFORM SUPPORT | CUSTOMER SUCCESS | TECHNICAL SUPPORT
Certification
CompTIA A+ 220-1101 and 220-1102 Training, ServiceNow ITSM Fundamentals
Timeline
IT Support Representative
NRTC / ShyftOff
03.2026 - Current
Customer Service Representative III
NeoPollard Interactive
02.2025 - Current
Member Care Specialist
Nationwide Pet
05.2023 - 09.2024
Seasonal Customer Service Associate
Amazon Flex
08.2022 - 01.2023
Customer Service Agent
Concentrix Call Center
09.2019 - 12.2021
Administrative Assistant / Receptionist / Accounts Payable
Windsor Essex Mobility Group
06.2011 - 03.2015
Computer Support Specialist, Associate Degree - Computer Information Systems
Lansing Community College
Certificate - Accounting Administration & Payroll
Canadian Business College
Diploma - Business Administration
Humber College