Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Lisa Wallace

Canton,OH

Summary

Professional in customer service management with strong background in overseeing call center operations. Skilled in team leadership, conflict resolution, and performance optimization. Known for adaptability, reliability, and driving results through effective collaboration and strategic problem-solving. Proficient in CRM software, data analysis, and maintaining high customer satisfaction standards.

Overview

6
6
years of professional experience

Work History

Call Center Assistant Manager

All American Gutter Protection
03.2022 - Current
  • Utilized computer programs for data entry, scheduling access, and employee communication, while assisting in management decisions and supporting call center agents.
  • Addressed team questions promptly to maintain call center efficiency.
  • Handled advanced issues with calm, knowledgeable and professional approach.
  • Ensured high-quality service by monitoring calls, providing feedback, and coaching team members on areas for improvement.
  • Improved customer retention rates by addressing escalated issues promptly and professionally, ensuring positive resolution for both parties involved.
  • Facilitated open communication with upper management to report team developments.
  • Encouraged team engagement through consistent acknowledgment of achievements.
  • Addressed customer inquiries regarding products, services, and company details.
  • Collaborated with other departments to ensure seamless coordination of efforts towards shared organizational goals.
  • Trained new personnel regarding company operations, policies and services.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Demonstrated flexibility and resilience in fast-paced environments.

Sales Associate

Harbor Freight Tools
08.2019 - 08.2021
  • Executed customer service tasks while managing stocking, merchandising, and cleaning responsibilities.
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
  • Built relationships with customers to encourage repeat business.
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Provided positive first impressions to welcome existing, new, and potential customers.
  • Solved customer challenges by offering relevant products and services.
  • Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
  • Educated clients on current promotional offerings and products using persuasive selling tactics.
  • Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
  • Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.

Customer Service Representative

Speedway LLC
05.2019 - 08.2019
  • Gained valuable insights into workforce dynamics and honed customer service skills through first official job.
  • Worked effectively in fast-paced environments.
  • Proven ability to learn quickly and adapt to new situations.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Ensured accurate cash handling and maintained a balanced register at the end of each shift.
  • Maintained cleanliness of gas station premises, resulting in a welcoming environment for customers.
  • Successfully deescalated challenging situations involving unhappy or irate customers through active listening skills coupled with problem-solving abilities.
  • Collaborated with team members for smooth shift transitions, maintaining operational continuity throughout the day.
  • Promoted special offers and discounts to customers to maximize sales.
  • Followed safety protocols while working, avoiding accidents and injuries.

Education

Bachelor's degree - Psychology

Kent State University at Stark
Canton, OH
05.2025

High school diploma -

Perry High School
Massillon, OH
05.2018

Skills

  • Time management
  • Phone etiquette
  • Computer Literacy
  • Customer service
  • Microsoft Office Experience
  • Team management
  • Employee Motivation
  • Training coordination
  • Teamwork and collaboration
  • Problem-solving
  • Attention to detail
  • Multitasking Abilities
  • Reliability
  • Organizational skills
  • Active listening
  • Adaptability and flexibility
  • Relationship building
  • Goal setting and achievement
  • Sales operations
  • Rapport and relationship building
  • Self motivation
  • Interpersonal skills
  • Verbal and written communication
  • Professionalism

Languages

English - Fluent
American Sign Language - Beginner

Timeline

Call Center Assistant Manager

All American Gutter Protection
03.2022 - Current

Sales Associate

Harbor Freight Tools
08.2019 - 08.2021

Customer Service Representative

Speedway LLC
05.2019 - 08.2019

Bachelor's degree - Psychology

Kent State University at Stark

High school diploma -

Perry High School

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Lisa Wallace