Lissa McClain
Los Angeles,CA
Summary
Highly-motivated professional with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
16
16
years of professional experience
Work History
Client Case Manager
Tek Systems
Los Angeles
2023.05 - Current
- Managed a caseload of 60-100 clients per week, providing comprehensive support
- Processed case data and secured 3+ million in government grants
- Ensured compliance with relevant laws, regulations and organizational standards related to case management services.
- Maintained accurate records that included assessments, progress notes, release of payment summaries and other relevant documents related to the cases supervised.
Senior Client Success Specialist
Logistics Plus Inc.
Los Angeles
2019.01 - 2023.01
- Managed a portfolio of high-valued clients with $2+ million budgets
- Maintained a 90% NPS retention rate of high-profiled clients for 4 years.
- Developed customized programs to meet client needs and expectations.
- Drove customer escalations to resolution by engaging directly with clients.
Senior Customer Support Specialist
Goodyear Corporate
Los Angeles
2008.01 - 2019.01
- Provided customer service and technical support for customers via phone, email, and chat.
- Managed accounting operations, prepared quarterly tax compliance reports for state and federal sales tax.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Set up and activated customer accounts.
- Maintained detailed records of customer interactions and transactions in CRM system.
Education
Bachelor of Science - Business
University of Phoenix
Skills
- Microsoft Office Suite
- Direct Customer Care Solutions
- Performance Tracking
- Virtual Platforms: Zoom,Slack, teams
- CRM Data Management
- Strong organizational, detailed-oriented, and proactive skills
- Cross-functional team collaboration
- Critical thinking & problem solving skillset
- Case Documentation
Websites
Timeline
Client Case Manager
Tek Systems
2023.05 - Current
Senior Client Success Specialist
Logistics Plus Inc.
2019.01 - 2023.01
Senior Customer Support Specialist
Goodyear Corporate
2008.01 - 2019.01
Bachelor of Science - Business
University of Phoenix
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