* * * * * O U I S E C T • F L O R E N C E, K Y • *10 4 2

* * * * ** 6 8 7 9 H O M E / 8 5 9 6 2 0 9 8 5 0 C E L L • L I S A R A E C A S O N @ YA H O O . C O M

LISA R.CASON

SUMMARY

Customer Service Specialist who maintains a high level of professionalism, patience and

efficiency to minimize customer dissatisfaction and increase customer loyalty.

HIGHLIGHTS

~High customer service standards

~Call center management experience

~Strong Problem solving skills.

~Devoted to data integrity

~Conflict resolution proficiency

SUMMARY OF QUALIFICATIONS

Olan Mills, 2010

Ÿ Received honor of being part of the management team responsible for

having the highest profit earned (over 1 million dollars) within our 11

store region in Southern Kentucky.

EMPLOYMENT

Marketing Research Specialist

May 2013 November 2013

Adecco/Convergys, Erlanger Kentucky

Ÿ Collected customer feedback and made process changes to exceed

customer satisfaction goals

Ÿ Provided accurate and appropriate information in response to customer

inquires.

Ÿ Worked with upper management to ensure appropriate changes were

made to improve customer satisfaction.

Demonstrated mastery of customer service call scripts within specified

timeframes.

In Home Caregiver

Jan 2012 Aug 2012

Diane and Clyde Westfall, Demossville Ky

Ÿ Maintain records of patient care, condition, progress or problems to

report and discuss observations with the family.

Ÿ Provide patient with help moving in and out of bed, bath, wheelchair,

or automobile. As well as, provide assistance with dressing and

grooming.

Ÿ Entertain, converse with, or read aloud to patient to keep them

mentally healthy and alert.

Ÿ Administer prescribed oral medications under written direction of the

physician or as directed by home care nurse .

Ÿ Direct patients in simple prescribed exercises.

Call Center Supervisor

Jan 2010 Jan 2011

Senture, London, Ky

Ÿ Supervisor of 20 25 employees, as well as scheduling, feedback,

Payroll (Daily and weekly), Motivation of the team. Also responsible

for maintaining records for coaching opportunities, achievements

and disciplinary actions.

Ÿ Responsible for handling supervisor escalated calls as needed

Ÿ Refer unresolved issues to correct departments for resolution and

follow up as needed until resolution was reached.

Regional Marketing and Sales Manager

March 2009 Jan 2010

Olan Mills Chattanooga TN

Ÿ Managed 11 20 employees at remote locations within the state.

Responsible for scheduling, motivation, and training of sales

techniques. Planned special events for sales and fundraising

purposes.

Ÿ Directly responsible for all hiring, Human Resources, training and

performance of marketing and sales staff and oversee their daily

activities.

Ÿ Formulate, direct and coordinate marketing activities and policies to

promote products and services, working with advertising and

promotion managers.

EDUCATION

Completed coursework toward Call Center Supervisor Training/Certificate

Sullivan University Lexington Ky

2003 2004

REFERENCES

Upon Request

Contact this candidate