Lisa Urena
Newtown,CT
Summary
Objective: An experienced and dedicated Customer Service Manager seeking to utilize proven customer service, problem-solving skills, and product knowledge to provide exceptional service to customers and exceed expectations. Committed to optimizing customer engagement and growing loyalty through tailored experiences and thoughtful solutions. Focused on leveraging customer feedback to create improvement strategies that boost customer satisfaction and drive business growth.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer Service Manager / Collections Manager
Oak Ridge Waste & Recycling
10.2021 - Current
- Lead the day-to-day operations of the Customer Service Department, Consumer Services and Call center functions; Maintaining an active presence in a contact center phone/email queue and other internal communication platforms; Determine customer requirements and maintain customer satisfaction; Work with the Operations team to develop processes to ensure all customers have accurate and timely information on order status and/or changes; Determine the appropriate disposal site, using division management guidance
- Initiate contact with customers whose containers should be returned, or begin paying rent; Review daily reports for customer service; Preparing monthly feedback reports on payment collection; Negotiating with customers when non-payment occurs; Setting payment collection goals and strategies for the financial collection department; Training and mentoring employees in the collections department
Office Manager
Gomez & Gomez
01.2017 - 04.2019
- Opening, sorting and distributing mail; Providing administrative and clerical support (mailing, scanning, faxing, copying, filing; maintaining electronic and /or hard copy filing system; Manage travel and expenses reports for the company owner; Answering phone calls and taking messages; preparing and editing documents like letters, reports, memos, and emails; tracking accounting information; Processing sales tax for businesses; Invoice processing & billing.
Receptionist/Administrative Assistant
Fink Law Firm
12.2011 - 06.2014
- Answered phones; Provided a full range of administrative services from handling incoming mail to preparing outbound checks, documents and correspondence; Assisting Office Manager with general office duties
- Answering phones, faxing, scanning and mail; Adeptly handle administrative matters including screening calls, managing calendars, planning meetings, making travel arrangements, composing documents and organizing offices for efficiency.
Office Coordinator
ACI Airway
03.2005 - 08.2010
- Answered phones; Scheduled cleaning for the aircrafts; Checked inbound flights for lost and found items; Provided headquarters on a weekly basis with employee payroll hours and sick leave schedule.
Education
Associate's degree - Liberal Arts & Sciences
Borough of Manhattan Community College
New York, NY09.2008
High School Diploma -
07.2004
Skills
- Customer service
- Bookkeeping
- QuickBooks
- Accounts payable
- Soft pack
- Microsoft Excel
- Microsoft Word
- Office management
- Collections
- Collection Management
- Microsoft Outlook
- Microsoft Office
- Samsara
- Payroll ADP
Certification
Leadership Training for Managers - Dale Carnegie, 10/01/23, Present
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Customer Service Manager / Collections Manager
Oak Ridge Waste & Recycling
10.2021 - Current
Office Manager
Gomez & Gomez
01.2017 - 04.2019
Receptionist/Administrative Assistant
Fink Law Firm
12.2011 - 06.2014
Office Coordinator
ACI Airway
03.2005 - 08.2010
Associate's degree - Liberal Arts & Sciences
Borough of Manhattan Community College