Lisa Baxter

*** ***** **.

Hertford NC *****

Cell 540-***-****

ad414q@r.postjobfree.com

Summary

I am a self-motivated professional offering strong communication and critic thinking skills. I work effectively as part of a team as well as independently in fast-paced environments. I am an enthusiastic customer advocate who follows policies and procedures, while offering a friendly customer environment. I am a consistently positive and friendly team member who is committed to reaching business goals. I am passionate about customer satisfaction and retention. Currently, I am open to a remote part time opportunity that will utilize my experience to its full potential.

Accomplishments

I received many awards as a Wells Fargo team member which include:

·Outstanding Performance Award

·Ramp it up winner twice

·Several customer compliments

·Stellar service award

·Perfect KDM scores for February, March, April, May, June, July and August

·First Quarter Top Performer for all of Roanoke Premier

·Star recognition on warms to sales and referral rate for the 1st quarter

·Several shared success awards

·Two phone calls recognized by upper management for providing excellent customer service

·Multiple “High Five” recognitions

Experience

Orvis Company * April 2019 - February 2020

Universal Customer Support Agent

Assist customers through instant live chat, email, and phone channels. Provide customer support with placing orders, processing returns/exchanges, and product information. Attend product shows to further gain insight into the high standards and stellar quality of Orvis products. Produce choice customer service and contribute to a supportive and friendly work environment.

Service Pros Installation Group * November 2018 – February 2019

Customer Care Specialist

Answering calls which can include a wide variety of calls. From customer complaints to requests for scheduling flooring installation. The customer could also need a work order for a floor that has already been installed. Another focus of my position is to confirm the customer's appointment and to follow up with the customer once the flooring has been installed and review their warranty and educate the customer of an impending customer satisfaction survey.

Benefit Plan Administrators

Customer Service Representative * December 2016 - February 2017

Answer calls regarding a member's questions about their insurance policy or a bill they received as well as calls from providers who had questions regarding a claim or verifying a member's plan coverage. Scan faxes that were sent by members or providers and store them on the appropriate hard drive and work on them as needed.

The call center was relatively small so I only answered anywhere from 50 - 70 calls per day. Maintain good relationships with both members and providers. Focusing on excellent service regardless of who was on the other end of the phone.

Dish

Customer Service Representative *June 2016 -- October 2016

Responsible for resolving customer issues, preventing future callbacks by providing thorough customer service while operating at maximum efficiency and with utmost professional courtesy. Accept payments by a variety of methods, offer self-serve payment solutions, explain charges and credits on the customer's bill, and resolve complex billing scenarios. Assist customers with pay-per-view and video on demand orders, change programming packages, equipment upgrades, and educate customers about the features of DISH's products. Use a consultative approach to educate and offer existing customers additional programming and promote products and services to enhance their experience. Ability to multi-task; speaking with the customer while accurately logging and recording customer information into the call center data base.

Wells Fargo Bank Call Center

Consumer phone banker * January 2013 – July 2013 Premier phone banker (2) * July 2013 – August 2014 Consumer Sales Phone Banker (2) * August 2014 – October 2015 Research/Remediation Customer Care Rep. p.b. (3) * October 2015 – May 2016

Processed sales referrals and promoted bank services and products. Researched and resolved complex and high risk customer issues as well as personal savings, checking, and lines of credit accounts while delivering prompt, accurate and excellent customer service. Accept inbound customer service calls and assess the caller’s needs to determine which product and/or service (s) would help them to succeed financially. While sales and service are the core of job expectations, there are guidelines and metrics which must be met as well.

United Healthcare Group Call Center

Sales Representative *July 2012 – December 2012

In-bound call center sales averaging 40-65 calls per day. Educated consumers about Medicare and position a Medicare Advantage Plan or Medicare Part D plan for them to purchase. Proven ability to deliver outstanding customer service, handle customer service queries within first contact while meeting personal and department goals. Obtained license to sell insurance in all 50 states.

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