Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Lisa Wisniewski

Buffalo,Select One

Summary

Customer service professional with 15 years of experience in high-volume call center environments. Proven expertise in conflict resolution, training staff, and enhancing customer satisfaction through effective communication. Skilled in managing hiring, coaching, and development processes for call center teams. Strong work ethic and adaptability, with a focus on achieving optimal performance and results.

Overview

40
40
years of professional experience
1
1
Certification

Work History

Family Services Specialist

Connectlife
Buffalo, NY
11.2024 - Current
  • Assisted families in accessing vital resources for daily living needs.
  • Coordinated transportation for clients to medical appointments and court hearings.
  • Reviewed patient medical histories prior to tissue recoveries to assess eligibility.
  • Collaborated with internal departments to optimize workflow and service delivery.
  • Nurtured relationships with donor families, medical staff, team leads , transport and funeral home directors
  • Managed recovery of donated tissue following established protocols.
  • Conducted assessments of donors to determine suitability for tissue donation.
  • Maintained accurate patient records while adhering to HIPAA regulations.
  • Participated in weekly staff meetings to discuss caseloads and best practices.
  • Ensured all documentation was accurate and up-to-date according to connectlife policy

Call Center Manager/Customer Service Representative/collector

Alliant Capital Management
Amherst, NY
07.2013 - 05.2024
  • Answered an average of 100 calls per day by addressing customer inquiries, solving problems and providing new product information.
  • Scored in top 10% of employees in successful resolution of issues Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
  • Served as the main liaison between customers, management and sales team.
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
  • Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
  • Asked open-ended questions to assess customer needs.
  • Effectively managed a high-volume of inbound and outbound customer calls.
  • Gathered and verified all required customer information for tracking purposes.
  • Defused volatile customer situations calmly and courteously.
  • Accurately documented, researched and resolved customer service issues.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Managed high call volume with tact and professionalism.
  • Provided incentive to increase productivity by offering employees awards for best customer service.
  • Oversaw call center employees to ensure customer satisfaction goals were consistently met.
  • Analyzed call volume and average call time to monitor Customer Service Representative Performance and productivity.
  • Managed call center from initial start-up to full operational status.
  • Met or exceeded service and quality standards every review period.
  • Investigated and resolved customer inquiries and complaints in an empathetic manner.
  • Cross-trained and backed up other customer service managers.
  • Met all customer call guidelines including service levels, handle time and productivity.
  • Solved unresolved customer issues.
  • Promptly responded to inquiries and requests from prospective customers.
  • Investigated and resolved customer inquiries and complaints in an empathetic manner.
  • Cross-trained and backed up other customer service managers.
  • Met all customer call guidelines including service levels, handle time and productivity.
  • Solved unresolved customer issues.
  • Promptly responded to inquiries and requests from prospective customers.
  • Strong leader of customer support staff.
  • Scheduled staff shifts to cover peaks and lulls in customer inquiries.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Maintained accurate records of past due customer account activity.
  • Trained staff on operating procedures and company services.
  • Scheduled staff shifts to cover peaks and lulls in customer inquiries.
  • Facilitated inter-departmental communication to effectively provide customer support.
  • Strong leader of customer support staff.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.

COVID-19 Contact Tracer/COVID-19 Response Frontline Case Investigator

New York State Department of Health
Buffalo , New York
07.2020 - 07.2022
  • Completed data entry to facilitate case interview and elicited close contacts into designated system immediately after obtaining.
  • Followed set protocol for contacting assigned newly diagnosed COVID-19 case patients and documented all contact attempts and timeframes.
  • Explained importance of contact tracing to prevent disease transmission and keep communities healthy.
  • Leveraged scripted template to guide interview process, ask required questions and conduct interactions with professionalism and empathy.
  • Furnished case patients with contact information outlined in new york state protocol for local health department to support contact tracing.
  • Maintained contact with contact tracer and assigned new york state officials to receive assignments and meet health department needs.
  • Answered calls and interacted with community members to provide information on advocacy services.
  • Received processed and tracked patient documentation with speed and accuracy.
  • Delivered healthy living and disease management information to specific population groups.
  • Helped people enroll in programs, arrange transportation and coordinate paperwork.
  • Distributed flyers, brochures or other informational or educational documents to inform members of targeted community.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.

COVID-19 Vaccinator, Covid Swab Taker

Erie County Department of Health
Buffalo , NY
04.2021 - 07.2021
  • Utilized computerized Resource and Patient Management System (RPMS) and Electronic Health Record (EHR) system.
  • Counseled and made recommendations to patients, caregivers and families about communicative strategies and devices.
  • Directed patients in prescribed range of motion exercises and proper usage of braces or artificial limbs.
  • Actively oversaw patient and resident care activities, medical records and execution of physician orders.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Dispatched calls to relevant police, fire or medical response personnel depending on individual call situations.
  • Assisted callers with finding specific locations using geographical services.
  • Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
  • Answered incoming calls politely to direct callers to requested personnel or departments.

Manager/customer Service Representative/collector

4starstorage
Buffalo, NY
01.2006 - 07.2013
  • Trained, coached and mentored staff to ensure smooth adoption of new program.
  • Implemented innovative programs to increase employee loyalty and reduce turnover.
  • Developed and rolled out new policies.
  • Hired and trained100 of staff.
  • Increased profits by 60% in one year through restructure of business line.
  • Hired and trained 100 of staff.
  • Investigated and resolved customer inquiries and complaints in an empathetic manner.
  • Cross-trained and backed up other customer service managers.
  • Adhered to all confidentiality requirements at all times.
  • Met all customer call guidelines including service levels, handle time and productivity.
  • Solved unresolved customer issues.
  • Solved unresolved customer issues.
  • Promptly responded to inquiries and requests from prospective customers.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Facilitated inter-departmental communication to effectively provide customer support.
  • Updated customer orders from start to finish in an accurate and timely manner.
  • Maintained accurate records of past due customer account activity.
  • Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.
  • Analyzed call volume and average call time to monitor Customer Service Representative Performance and productivity.
  • Acted professionally and patiently when addressing negative customer feedback.
  • Met or exceeded service and quality standards every review period.
  • Developed all process controls and metrics for daily management of the Call Center.

Customer service supervisor/customer service representative

Southwest Airlines
Buffalo, Niagara Falls, NY
01.1999 - 01.2005
  • Supervised unaccompanied minors during flights.
  • Promoted the safety, comfort and welfare of passenger.
  • Reduced company costs through luggage control Solicited customer feedback and resolved any problems through luggage department Greeted passengers, verified tickets and directed passengers to assigned seats.
  • Greeted passengers, verified tickets and directed passengers to assigned seats.
  • Addressed passengers' concerns about delayed and canceled flights and resolved the issue through rebooking there flights Explained the use of safety equipment and answered passengers' questions.
  • Loaded, stowed and unloaded baggage, cargo and freight, and submitted completed documentation to management.
  • Administered first aid to passengers experiencing medical emergencies.
  • Relayed updates and information to passengers in a friendly and timely manner.
  • Coordinated with ramp agents to verify that all baggage was placed on the correct outgoing flight.
  • Maintained a friendly, positive attitude when dealing with distressed passengers.
  • Ensured that all aircraft operational matters were within manufacturers, FAA and company limits including fuel loading, weight and balance and performance measures.
  • Walked aisles of planes to verify that passengers have complied with federal regulations prior to takeoffs and landings.
  • Worked within flight operations to maintain a culture of safety with efficient procedures.
  • Prepared and filed flight plans both domestic and international, utilizing all available resources and aircraft capabilities for maximum efficiency.
  • Trained operations staff.

Customer Service Agent

fleet bank
West Seneca, NY
05.1985 - 07.1999
  • Effectively managed a high-volume of inbound and outbound customer calls.
  • Effectively managed a high-volume of inbound and outbound customer calls.
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Gathered and verified all required customer information for tracking purposes.
  • Defused volatile customer situations calmly and courteously.
  • Accurately documented, researched and resolved customer service issues.
  • Mastery of customer service management systems and databases.
  • Evaluated consumer reports on a monthly basis.
  • Evaluated consumer reports on a monthly basis.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Prepared reports and communication for senior management and clients.

Patient Intake Representative

Mercy Hospital of Buffalo
Buffalo, NY
03.1986 - 03.1996
  • Protected medical information against unauthorized access, loss or corruption by consistently following security protocols.
  • Met needs of physicians and other treating team members with timely retrievals of patient medical records.
  • Enhanced electronic records management systems to meet new needs and forecasted demands.
  • Improved integrity and completeness of medical records by consulting with clinical staff to resolve coding and diagnostic mistakes.
  • Supported healthcare applications by monitoring security, performance and reliability.
  • Developed in-service educational materials.
  • Evaluated and recommended upgrades to improve existing computerized healthcare systems.
  • Educated referral sources and patients on qualifications of services and third party billing guidelines.
  • Performed pre-registration and registration process for patients in healthcare setting.
  • Maintained customer accounts and information in electronic reporting system.
  • Scheduled patients for ancillary services to meet individual needs.
  • Assembled charts and processed paperwork and identification bands for patient information and identity.
  • Processed telephone calls and triaged problems in accordance with company standards and policies.
  • Conducted patient satisfaction calls to follow up on rendered healthcare services.

Education

High School Diploma -

West Seneca West High School
01.1989

Associate of Science - Health Communication

Trocaire College
Buffalo, NY

Skills

  • Organized and detail-oriented
  • Health coaching
  • Training and development
  • Resource advocacy
  • Schedule management
  • Chronic disease management
  • HIPAA compliance
  • CPAP specialist
  • Trustworthiness and reliability
  • Team leadership
  • Decision-making skills
  • Computer proficiency
  • Medical billing and terminology
  • Transportation coordination
  • Data entry skills

Family dynamics expertise

Accomplishments

  • Promoted from contact tracer to case investigator, in less than 12-months
  • Consistently maintained high customer satisfaction ratings.

Certification

  • medical billing certificate 05/2025
  • medical terminology certificate 05/2025
  • transcription certificate 05/2025

Timeline

Family Services Specialist

Connectlife
11.2024 - Current

COVID-19 Vaccinator, Covid Swab Taker

Erie County Department of Health
04.2021 - 07.2021

COVID-19 Contact Tracer/COVID-19 Response Frontline Case Investigator

New York State Department of Health
07.2020 - 07.2022

Call Center Manager/Customer Service Representative/collector

Alliant Capital Management
07.2013 - 05.2024

Manager/customer Service Representative/collector

4starstorage
01.2006 - 07.2013

Customer service supervisor/customer service representative

Southwest Airlines
01.1999 - 01.2005

Patient Intake Representative

Mercy Hospital of Buffalo
03.1986 - 03.1996

Customer Service Agent

fleet bank
05.1985 - 07.1999

High School Diploma -

West Seneca West High School

Associate of Science - Health Communication

Trocaire College

Similar Profiles

CREATE PROFILE