Summary

Work History

Education

Skills

Timeline

Overview

Certification

Lisa Adkins

Customer Service

Chapmanville ,WV

Summary

Customer Service Representative, with several years of experience seeking a position with a stable company that will utilize my knowledge and experience to drive the company's success and offer growth and advancement opportunities.

Work History

Home Health Aide

Pro Careers Inc

03.2018 - Current

Helped patients maintain personal hygiene through bathing, grooming, and toileting assistance when necessary for dignity preservation.
Maintained a clean and safe home environment for patients, reducing falls and accidents.
Assisted clients with daily living activities, enhancing their independence and quality of life.
Assisted with meal planning and preparation according to dietary restrictions, meeting nutritional needs while adhering to personal preferences.
Completed entries in log books, journals, and care plans.
Monitored client health by performing routine pulse, temperature and blood pressure checks.

Customer Service Specialist

COE Distributing Inc.

05.2016 - 02.2018

Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
Managed high call volume while maintaining a courteous and professional demeanor.
Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
Enhanced customer satisfaction by resolving issues promptly and professionally.
Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Developed rapport with customers, fostering long-term relationships.

Customer Service Representative

First Energy/Mon Power

02.2013 - 05.2016

Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Responded to customer requests for products, services, and company information.
Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Collaborated with team members to develop best practices for consistent customer service delivery.

Customer Service Manager

TeleTech Holdings

11.2010 - 01.2013

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.

Janitorial Supervisor

White Glove Inc.

06.2005 - 10.2010

Trained staff on safe operation of cleaning equipment, tools, devices and chemical and cleaning agents to efficiently perform duties and reduce harm to floors, fixtures, staff and environment.
Prepared and presented reports of hours worked, staff assignments, and tasks and duties performed to properly allocate department expenses and maintain budget.
Improved cleanliness and organization of facilities by implementing effective janitorial procedures and protocols.
Developed efficient work schedules for janitorial staff to maximize productivity and maintain high standards of cleanliness.
Ensured timely completion of tasks by delegating responsibilities efficiently among team members based on individual abilities.
Conducted or assisted with screening and hiring of job applicants, training employees, and administering performance reviews to maintain adequate and qualified workforce.

Assistant Customer Service Manager

Telespectrum Worldwide

12.2001 - 04.2005

Conducted training and mentored team members to promote productivity and commitment to friendly service.
Assisted in training new hires on company policies, procedures, and software systems to ensure seamless integration into the team.
Coordinated staff schedules to maintain optimal coverage during peak service hours.
Enhanced customer satisfaction by promptly addressing and resolving complaints and issues.
Maintained accurate records of client interactions, identifying trends and opportunities for process improvements.
Managed challenging situations involving dissatisfied customers with diplomacy while maintaining professionalism under pressure.
Collaborated with fellow managers to identify areas of improvement for overall customer service operations.

Education

Associate Of Applied Arts - General Studies

Southern Virginia University

Buena Vista, VA

Skills

Active listener

Problem solving

Adaptability

Patient

Conflict resolution

Time management

Interpersonal communication

Team work and collaboration

Critical thinker