LISA MARIE TURNER
Community Relations Specialist
Houston,TX
Summary
Dynamic and empathetic professional with over a decade of experience in customer-centric roles across various industries, including retail and customer service. Proven ability to build trusting relationships with customers by offering individualized service and promptly resolving issues. Skilled at multi-tasking and applying effective organizational skills to manage diverse responsibilities. Committed to not just meeting but exceeding customer expectations by providing insightful information and solutions that go beyond initial inquiries. Ready to leverage these versatile skills to contribute to innovative and challenging environments. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Community Relations Specialist
City of Houston
01.2022 - Current
- Spearheaded client engagement by serving as the main point of contact for customer queries
- Elevated the quality of customer service by professionally addressing the needs of internal and external clients as well as provider agencies
- Extended departmental outreach initiatives, actively promoting services to a wider client base
- Acted as a community liaison, providing targeted information and directing residents to appropriate agencies for additional support
- Took an active role in the planning and execution of special projects while also fulfilling backup duties as needed
- Orchestrated collaborative efforts with other social agencies and industry-related programs to better serve community needs
- Conducted comprehensive community needs assessments to inform and implement relevant support programs
- Managed front-desk responsibilities, including appointment setting, demographic data verification, and client reminder calls
- Technical Proficiencies:
- Demonstrated expertise in using EPIC for electronic medical documentation
- Successfully completed a DSHS-certified 170-hour competency-based Community Health Worker training program
- Accumulated over 1000 hours in community health services within the last three years, underscoring extensive field experience.
Instructional Support Specialist
Houston Community College
02.2021 - Current
- Engaged in interdepartmental collaboration to develop and implement academic plans, focusing on personalized education
- Conducted needs assessments for students in areas such as social, emotional, and academic development, contributing to goal setting
- Demonstrated organizational skills in record-keeping and scheduling, in alignment with support service delivery
- Developed client-specific presentations, updating status reports and collaborating with supervisors and management teams
- Utilized effective communication skills in composing and reviewing internal and external correspondence, exhibiting strong attention to detail.
House Keeper/House Cleaner
A CLEAN YOU CAN TRUST
02.2010 - Current
- Demonstrated active listening and empathy when communicating with customers, vital for effective house cleaning
- Used customer service framework for making decisions about the use of cleaning supplies, especially around individuals with health issues and pets with allergies
- Anticipated customer needs by engaging with them on room requirements and amenities to promote satisfaction
- Took immediate action in documenting and reporting facility and building repairs as needed
- Assumed ownership and accountability for building keys, master keys, and access cards.
Customer Service Representative Agent
A1 Personnel
02.2021 - 01.2022
- Developed and sustained customer relationships to address individualized needs and achieve high customer satisfaction metrics
- Anticipated customer needs through active listening and prompt problem resolution, minimizing the need for managerial intervention
- Engaged in financial decision-making based on customer satisfaction benchmarks and thresholds
- Displayed empathy and compassion in advising customers on COVID-19 vaccinations, aligning with public health goals
- Coordinated customer appointments efficiently, leveraging customer service tools to reduce hold times and streamline processes.
Administrative Assistant
HEAD OF THE GIANTS MINISTRY MISSION
07.2017 - 06.2018
- Provided 24/7 phone support, demonstrating effective verbal communication skills
- Managed multiple tasks, such as checking bed availability, completing the intake process, and explaining shelter rules
- Engaged in educational activities by giving new clients a tour and explaining program requirements and regulations
- Coordinated efforts for bed assignments and daily routines, demonstrating organizational skills
- Provided immediate emergency assistance to guests and co-workers, taking action to resolve problems
- Managed office inventory and maintained digital filing systems, showing attention to detail
- Scheduled appointments, meetings, and travel for the Director, demonstrating strong organizational skills.
Customer Service Representative
SITEL
07.2016 - 02.2017
- Efficiently managed incoming calls, serving as a single-point-of-contact for customer inquiries and issues
- Sustained high levels of customer satisfaction by applying strategies tailored to individualized needs, thus creating emotional connections with customers
- Regularly attended training sessions to stay current on product knowledge and company policies, demonstrating a commitment to continuous learning
- Utilized company policy frameworks to make financial decisions and resolve customer issues, often without requiring managerial input
- Updated customer records in the company's digital platform, aligning with data management best practices
- Engaged with customers to understand their circumstances, problems, expectations, and needs
- Coordinated with management and sales teams to understand customer preferences and recommend appropriate solutions
- Provided information on various elements of customer loyalty programs, assisting in activation and education.
Sales Associate
WAL-MART SUPERCENTER
02.2016 - 10.2016
- Greeted customers throughout the shopping experience, contributing to a welcoming and personable atmosphere
- Assisted customers in locating products, demonstrating an ability to anticipate customer needs
- Conducted price checks and utilized store systems to locate merchandise at other sites, displaying effective organizational skills
- Answered customer questions about policies, services, and products, which involved offering additional plan details or member self-service tools
- Applied up-selling techniques by recommending related products and accessories, aiming to make the customer experience more convenient and affordable
- Established rapport and lasting relationships with customers by understanding and engaging with them fully.
Cashier
WAL MART SUPERCENTER
02.2009 - 01.2010
- Operated cash registers and processed multiple payment types, ensuring accurate transactions
- Updated and maintained pricing, adhering to store policies and sales bulletins
- Applied customer coupons and managed inventory through restocking
- Conducted daily cash drawer reconciliation and resolved discrepancies
- Provided customer service by answering inquiries and assisting with purchases
- Verified identification for age-restricted sales and adhered to credit authorization protocols
- Volunteered for extra shifts during peak periods and maintained a clean, secure workspace.
Education
Expected -
Huston Community College
Houston, TX01.2025
Associate of Science - Radiography, Psychology
Kaskaskia College
Centralia, IL2008
GED - Culinary Arts
Coahoma Community College
Friars Point, Clarksdale, MS2007
Skills
- Customer Service Communication Skills Multitasking
- Problem-Solving Team Collaboration Process Improvement Conflict Resolution Empathy and Compassion Technical Proficiency Sales and Upselling Time Management Organizational Skills Financial Acumen Attention to Detail Adaptability Inventory Management Retail Experience Healthcare Knowledge Data Analysis
- Social Media Platforms
- Community Relations Management
- Community Events
- Microsoft Excel
- Administering Social Media Accounts
- Cooperative Relationships
- Microsoft Office
- Customer Relationship Management
- Crisis Communications
- Email Blasts
- Information Verification
- Program Activities
- Volunteer Relations
- Outreach Planning
- Government Relations
- Customer Satisfaction
- Administrative Support
- Crisis Situations
- Professional Networking
- Customer Preferences
Certification
CHW Certificate Number: 15919
Expiration Date: 10/31/2025
Online Status of your CHW Certification
You may verify the status of your CHW certification online at https://vo.ras.dshs.state.tx.us/datamart/login.do
Timeline
Community Relations Specialist
City of Houston
01.2022 - Current
Instructional Support Specialist
Houston Community College
02.2021 - Current
Customer Service Representative Agent
A1 Personnel
02.2021 - 01.2022
Administrative Assistant
HEAD OF THE GIANTS MINISTRY MISSION
07.2017 - 06.2018
Customer Service Representative
SITEL
07.2016 - 02.2017
Sales Associate
WAL-MART SUPERCENTER
02.2016 - 10.2016
House Keeper/House Cleaner
A CLEAN YOU CAN TRUST
02.2010 - Current
Cashier
WAL MART SUPERCENTER
02.2009 - 01.2010
Expected -
Huston Community College
Associate of Science - Radiography, Psychology
Kaskaskia College
GED - Culinary Arts
Coahoma Community College
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