Lori Tran Weisser
Lynnwood,WA
Overview
9
9
years of professional experience
Work History
Senior Partner Support Consultant
Zillow Group
Seattle, WA
03.2015 - Current
- Provided onboarding and guidance to new Partner Support team members
- Scheduled and facilitate weekly team meetings
- Coordinated evolving system changes with business advisors
- Responded proactively and positively to rapid change with new processes.
- Educated customers about billing, payment processing and support policies and procedures.
Partner Support Consultant
Zillow Group
- Coached and advised real estate professionals on how to use Zillow’s platform
- Collaborated with various Zillow Group teams to resolve customer’s inquiries
- Resolved and handled high volume of inquiries via phone calls and emails from real estate professionals
- Resolved complex and technical issues while communicating to customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
Member Services Representative Lead
Molina Healthcare of Washington
Bothell, WA
05.2013 - 03.2015
- Followed up and resolved escalated customer complaints in timely manner
- Researched and reported complex departmental issues and updated training resources
- Trained and directed new employees in call script use, conflict resolution and data entry practices to boost customer satisfaction ratings.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Member Services Representative I/II
Molina Healthcare Of Washington
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Resolved concerns with products or services to help with retention.
- Provided high quality healthcare information to diverse population
- Conveyed clear and easy to understand explanations of benefits
- Portrayed empathy and compassion for members in various challenging situations
- Assisted and performed as back-up for Clerical work
- Ability to maintain strict confidentially related to customer’s healthcare needs
Education
Bachelor - Interdisciplinary Arts And Sciences, Community Psy
University of Washington Bothell
Bothell, WA 06.2010
Skills
- Proficiency in Microsoft Office and G Suite
- Salesforce
- Call Volume and Quality Metrics
- Multi-Line Phone Systems
- Zendesk
Timeline
Senior Partner Support Consultant
Zillow Group
03.2015 - Current
Member Services Representative Lead
Molina Healthcare of Washington
05.2013 - 03.2015
Partner Support Consultant
Zillow Group
Member Services Representative I/II
Molina Healthcare Of Washington
Bachelor - Interdisciplinary Arts And Sciences, Community Psy
University of Washington Bothell
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