Lisa Hathorn

Work History

QTC Management

02.2021 - Current

Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
Motivated and trained employees to maximize team productivity.
Managed internal operational standards and productivity targets.
Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
Compiled training materials for new employees and tracked skill development.
Encouraged and promoted ideas aligned to business needs and benefits.
Analyzed department metrics and performance and reported findings to management.
Trained team members on performance metrics and consumer behavior identification.
Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
Executed Monthly Performance Plans with representatives to to identify production gaps.
Developed process controls and metrics for daily management of call center.
Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
Managed scheduling for agents and product specialists to foster increased productivity.
Resolved escalated customer issues promptly and professionally to maintain satisfaction.
Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
Analyzed customer feedback to identify improvement opportunities and develop action plans.

CVS Healthcare

05.2007 - 02.2021

Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
Motivated and trained employees to maximize team productivity.
Managed internal operational standards and productivity targets.
Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
Assisted clients with completion of applications and paperwork.
Handled customer inquiries and suggestions courteously and professionally.
Provided primary customer support to internal and external customers.
Followed up with customers about resolved issues to maintain high standards of customer service.
Trained staff on operating procedures and company services.
Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
Trained team members on performance metrics and consumer behavior identification.
Executed Monthly Performance Plans with representatives to to identify production gaps.

Verizon Wireless

10.1999 - 05.2007

Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
Motivated and trained employees to maximize team productivity.
Managed internal operational standards and productivity targets.
Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
Answered customer telephone calls promptly to avoid on-hold wait times.
Provided primary customer support to internal and external customers.
Researched and resolved billing discrepancies to enable accurate billing.
Monitored customer accounts to identify and rectify billing issues.
Handled account payments and provided information regarding outstanding balances.
Audited and corrected billing and posting documents for accuracy.
Processed payment via telephone and in person with focus on accuracy and efficiency.
Used data entry skills to accurately document and input statements.
Responded to customer concerns and questions on daily basis.
Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
Processed payments and applied to customer balances.
Counseled debtors on payment options and arranged installment agreements.
Negotiated to collect balance in full.