Lisa Ward
Strongsville,United States
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
29
29
years of professional experience
Work History
CC Senior Service Specialist
KeyBank
Cleveland , OH
08.2023 - Current
- Identified needs of customers promptly and efficiently.
- Maintained updated knowledge through continuing education and advanced training.
- Developed and maintained positive relationships with customers through courteous interactions and prompt resolution of issues.
- Processed payments accurately and efficiently.
- Adhered to company policies and procedures.
- Ensured compliance with applicable laws, regulations, safety standards, and internal policies and procedures when providing service.
- Responded promptly to customers' concerns and coordinated swift resolutions to handle service issues.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Achieved goals and received exceptional rating for AHT and exceeded Sediment, NSS as well as NPS.
- Successfully completed credit card and mortgage training.
- Dedicated team member who participates in team meetings and team chat.
CC Service Specialist I
KeyBank
Cleveland, OH
04.2022 - 08.2023
- Developed and maintained positive relationships with customers through courteous interactions.
- Provided customer service to clients regarding their accounts and banking services.
- Performed account maintenance tasks such as updating personal information and resetting passwords.
- Conducted research on customer accounts to resolve discrepancies or issues quickly.
- Attended training sessions regularly to stay up-to-date on changes in banking regulations.
- Assisted customers to reorder checks and provide bank statements and account balances.
Cafeteria Worker
St. Ambrose School
Brunswick, OH
02.2018 - 04.2022
- Followed guidelines for safe serving, appropriate temperatures, and proper presentation.
- Maintained tools, equipment, and surfaces in clean, neat and working order.
- Performed work to top standards, proving best service for students, employees and school visitors.
- Utilized safe and efficient methods for operating equipment.
- Upheld correct procedures for preparing foods and storing leftovers.
- Take and record temperature of food and food storage areas, such as refrigerators and freezers.
- Verified adequate levels of linens and trays and restocked low items.
School Program Aide
St. Ambrose School
Brunswick, OH
01.2017 - 03.2019
- Applied behavior management techniques to maintain group discipline and reinforce good behaviors.
- Monitored children's safety and well-being to prevent accidents and falls.
- Kept parents' contact information, emergency services phone number and child's health history on hand in case of emergency situations.
- Discussed developments, behavior and concerns with parents or guardians.
- Checked homework and assisted with schoolwork and studying.
- Calculated amount owed for services and collected payment from parents.
- Completed logs with relevant information regarding activities and behaviors.
Insurance Producer
Allstate Insurance - Kessler Agency
North Olmsted, OH
12.2005 - 07.2010
- Wrote policies, finalized documents and filed paperwork.
- Explained features, advantages and disadvantages of various policies to promote sale of insurance plans.
- Operated in fast-paced and driven sales environment.
- Maintained all insurance documents in a confidential way.
- Coordinated with lenders and mortgage companies.
- Provided customer support in a friendly, prompt, and accurate manner.
- Assisted clients with the claims process.
Customer Service Representative
Doan & Company Auto Appraising
Strongsville, United States
06.1996 - 11.2006
- Confirmed vehicle locations to plan out the most effective line of travel.
- Consistently demonstrated ability to listen, write, and speak effectively to customers, repair shops and insurance companies.
- Kept inventory of office supplies and ordered new materials as needed.
- Maintained files
- Overseen clerical tasks
- Answered customer questions and addressed concerns.
- Assisted customers in making payments on accounts and setting up payment plans.
Education
Property And Casualty License -
Hondros College
Independence, OH01.2006
Strongsville High School
Strongsville, OH05.1995
Skills
Sales Techniques
Conflict Resolution
Multi- Tasking
Organization
Attention to Detail
Strong Verbal Communication
Dedicated team player
Timeline
CC Senior Service Specialist
KeyBank
08.2023 - Current
CC Service Specialist I
KeyBank
04.2022 - 08.2023
Cafeteria Worker
St. Ambrose School
02.2018 - 04.2022
School Program Aide
St. Ambrose School
01.2017 - 03.2019
Insurance Producer
Allstate Insurance - Kessler Agency
12.2005 - 07.2010
Customer Service Representative
Doan & Company Auto Appraising
06.1996 - 11.2006
Property And Casualty License -
Hondros College
Strongsville High School