LISA BEJARANO

***** ***** ***. ***********, ** **312 661-***-****

Administrative support professional experienced working in a fast-paced environment demanding strong organizational, technical and interpersonal skills. Highly trustworthy, ethical and discreet; committed to superior customer service. Confident and poised in interactions with individuals at all levels. Detail-oriented and resourceful in completing projects; able to multi-task effectively.

SKILLS

Maintained courteous relations with members

Organization of staffing schedules, meetings and events

Scheduled appointments

Certified typing speed of 55 WPM

Answered member calls

Provided members with benefit information

Greeted and assisted members both on the phone and in person

Ability to work with focus and commitment

Proficient in MS Word, Excel, Outlook and all standard office equipment

Provided general procedural information

Proficient in executive level support

EXPERIENCE

08/2011 – 02/2018

WORKFORCE MANAGEMENT INTRADAY SPECIALIST, Kern Health Systems

Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity

Developed and processed controls and metrics for daily management of the call center

Ensured current schedules are accurate and made changes as necessary

09/2002 – 08/2011

SHIFT COORDINATOR, Xerox

Improved call center functionality and service capacity

Oversaw call center employees to ensure customer satisfaction goal were consistently met

Initiated operations improvements to improve overall call center productivity

EDUCATION

1990

GRADUATE, Kern High School district

2002

CERTIFICATE OF COMPLETION IN OFFICE PROCEDURES, MEXICAN AMERICAN OPPORTUNITES FOUNDATION