Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Lisa Washington

Atlanta

Summary

Dynamic leader with a proven track record at Comcast, adept in staff management and complex problem-solving. Excelled in enhancing customer service and satisfaction, achieving significant improvements through strategic training and mentoring. Skilled in fostering team collaboration and driving goal-oriented results, demonstrating exceptional attention to detail and policy enforcement.

Overview

2017
2017
years of professional experience

Work History

Supervisor

Delaware North
  • Trained staff on best practices to enhance service delivery.
  • Coordinated cross-functional projects to achieve organizational goals.
  • Developed training programs for enhanced employee performance.
  • Increased customer satisfaction with streamlined service procedures.
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Conducted performance reviews to support employee development.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
  • Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
  • Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
  • Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.

Customer Account Representative

Xerox
10.2014 - 11.2016
  • Increased client retention, consistently maintaining strong relationships with key accounts.
  • Devised tactics to grow customer base and boost sales.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Delivered exceptional support by coordinating resources across multiple departments to address client needs effectively.
  • Managed sensitive customer information diligently, maintaining strict adherence to data privacy regulations and company policies.
  • Monitored customer feedback for patterns in order to identify potential areas for improvement within internal processes or policies.

Customer Service Manager

Comcast
01.2000 - 11.2013
  • Developed cohesive unit for enhanced collaboration and service delivery.
  • Built strong relationships with key clients to drive repeat business and referrals.
  • Identified root causes of service disruptions by analyzing customer complaints.
  • Analyzed customer feedback to identify areas for service improvement and implement changes.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
  • Collaborated with upper management to improve customer service processes and support structures company-wide
  • Researched and corrected customer concerns to promote company loyalty.
  • Assisted with pricing questions, inventory availability and changes to existing order and shipping information.

Education

Assoiciates - Communications

Essex County College
Newark, NJ
05.1998

Skills

  • Training and mentoring
  • Goal oriented
  • Staff management
  • Customer service
  • Attention to detail
  • Complex Problem-solving
  • Inventory control
  • Staff development
  • Team building
  • Policy enforcement

Accomplishments

Gust path All-Star

Atlwow winner 5 times

Atlwow winner for the year this year

Timeline

Customer Account Representative

Xerox
10.2014 - 11.2016

Customer Service Manager

Comcast
01.2000 - 11.2013

Supervisor

Delaware North

Assoiciates - Communications

Essex County College

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Lisa Washington