Summary
Overview
Work History
Education
Skills
Timeline
Generic

Lisa Tucker

Mint Hill,North Carolina

Summary

Dynamic customer service professional with extensive experience at Iqor.com and Charter Communications. Proven ability to exceed retention goals while delivering exceptional service. Skilled in problem-solving and proficient in MS Office, I excel at building lasting client relationships and ensuring customer satisfaction through effective communication and strategic retention techniques.

Overview

21
21
years of professional experience

Work History

Customer Service

Iqor.com
04.2024 - Current
  • Deliver amazing customer service through effective and timely resolution of various customer inquiries and concerns
  • Take an active role in educating customers
  • Answer inbound calls and greet customers with energy and enthusiasm
  • Place outbound calls and communicate with energy and enthusiasm to customers
  • Build lasting relationships with clients, customers, and other call center team members based on trust and reliability
  • Understand and strive to meet or exceed call center metrics while providing excellent and consistent customer service
  • Meet department productivity and quality standards
  • Strive for first call resolution and take true ownership of customer needs and issues
  • Communicate and follow instructions for one call customer resolution

Amazon Associate

Amazon
Charlotte, N.C.
09.2023 - Current
  • Sorting and scanning helping to get customers’ orders ready for delivery
  • Utilizing computers and handheld printers and scanners

Call Center Retention Sales

Charter Communications (Spectrum)
Charlotte, N.C.
10.2022 - 09.2023
  • Maximize opportunities to retain existing customers from disconnecting while retaining and upselling core products i.e
  • Video, data and phone
  • Execute retention strategy that strikes balance between saving customers and retaining revenue
  • Establish and maintain a high level of customer satisfaction, professionalism, and courtesy in all retention transactions
  • Consistently meet or exceed weekly and monthly retention activity goals by utilizing sound telephone based customer save techniques
  • Respond to inbound retention calls promptly and efficiently as outlined by the required call handling metrics to include productive time, schedule adherence, handle time, after call work, etc
  • Answer questions pertaining to billing inquiries, pricing and packaging of products and service, and service complaints
  • Ability to learn and master order processing within the billing system regarding all aspects of retained accounts, new sales order entry, account lookup, and other tools and functions as they relate to the retention function

Assembler Operator/Assistant

Performance Staffing – BIC Corporation
Charlotte, N.C.
06.2022 - 10.2022
  • Working various projects within the corporation

Pharmacy Customer Care

Humana - Broadpath
Tucson, Arizona
07.2020 - 06.2022
  • Assist members with their Benefits
  • Take inbound calls and answer questions regarding prescriptions, insurance medication coverage and mail order prescriptions so that customers better understand their coverage
  • Document all call information per approved operation procedure
  • Use tools and problem solving-skills to identify caller needs including potential crisis calls
  • Route calls to appropriate resources as per operating procedure

Call Center Specialist

Walgreens Co.
Charlotte, N.C.
07.2018 - 03.2020
  • Resolves routine, general questions and problems submitted by customers, physician offices, patients and third-party vendors via different sources with limited variety following established guidelines and standard SOPs and procedures
  • Uses a computer application to log and track inquiries, as well as, to check the status of items that require follow-up or involvement of other parties

Assistant Property Manager

Morningside Heights Housing Corp./First Service Residential
New York, N.Y.
04.2012 - 11.2017
  • Assistant to General Manager and Senior Property Manager
  • Handled Customer Call Center Inquiries
  • Worked closely with Vendors
  • Maintained and updated all resident amenity forms
  • Managed the server that host MHHC Staff Computers
  • Prepared Board Packages
  • Managed the Server that hosted staff computers
  • Updated company’s Website

Office Manager/Assistant to the General Manager

Morningside Heights Housing Corp./First Service Residential
New York, N.Y.
01.2004 - 04.2012
  • Administrative Support to the General Manager and Director of Maintenance
  • Managed critical and highly confidential information relating to Corporate and Management affairs
  • Liaison between tenants and staff
  • Organized and developed and maintained filing system for over 1200 Co-op apartments
  • Supervised the Reception area and Personnel functions
  • Responsible for ordering office Supplies
  • Updated company’s Website

Education

Quick Books -

01.2017

Business Administration - Studied

01.2007

Notary Public -

Skills

  • MS Office Proficient
  • Meeting Support
  • Organization
  • Confidentiality
  • Business Writing
  • Slack
  • Calendar Management
  • Google Docs
  • Social Media Management
  • Customer Service
  • Billing inquiries
  • Problem solving
  • Call center operations
  • Customer service
  • Retention strategies

Timeline

Customer Service

Iqor.com
04.2024 - Current

Amazon Associate

Amazon
09.2023 - Current

Call Center Retention Sales

Charter Communications (Spectrum)
10.2022 - 09.2023

Assembler Operator/Assistant

Performance Staffing – BIC Corporation
06.2022 - 10.2022

Pharmacy Customer Care

Humana - Broadpath
07.2020 - 06.2022

Call Center Specialist

Walgreens Co.
07.2018 - 03.2020

Assistant Property Manager

Morningside Heights Housing Corp./First Service Residential
04.2012 - 11.2017

Office Manager/Assistant to the General Manager

Morningside Heights Housing Corp./First Service Residential
01.2004 - 04.2012

Quick Books -

Business Administration - Studied

Notary Public -

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Lisa Tucker