Lisa A. Callahan San Antonio, TX *****

Cell: 210-***-**** ac9k6d@r.postjobfree.com

Customer Service Representative Experienced individual seeking an opportunity in the Customer Service field. I am a polished, professional customer service rep offering proven experience providing customer support in busy call center environments for public utility and insurance industry employers. I have outstanding credential and qualifications for Customer Service, experience in sales, public relations, marketing and customer service. I bring an unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty. Experience

Accenture, San Antonio, TX HR Generalist, May 2012 to May 2019 Handle Capital One associate inquiries and/or complaints. Able to assist with entering associates on time cards and create On-Demand checks to, assist associates with Capital One procedures and guidelines, and assist associates on how to create their own Verification of Employment with or without salary. Have the professional ability to calm angry associates, repair trust, locate resources for problem resolution and design best-option solutions. Interface daily with internal partners in payroll, transactions team, and management within Capital One. Able to create passwords for separated associates to view earning statements and W-2 in Work Day.

● Resolved an average of 350 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy and volume). ● Became the lead “go-to” person for new reps and particularly challenging calls as one of the company’s mentors and trainers of both new and established employees. ● Commended for initiative, persuasiveness, intense customer focus and dependability in performance evaluations.

West Telemarketing, San Antonio, TX Retention Customer Service Agent, February 2010 to June 2010 Handled outbound calls to disconnecting customers for reactivation. Documented and assisted customer complaints, billing questions and payment extension/service requests. Have the professional ability to calm angry callers, repair trust, and design best-option solutions. Interface daily with internal partners in accounting, field services, new business, operations and consumer affairs divisions.

● Contributed to large numbers of retained clients. ● Met all goals needed for performance and satisfaction percentages.

LTD Financial Services, San Antonio, TX Account Representative, October 2009 to December 2009 Representative responsible for contacting Debtors for over the phone payments. Trained to offer payment arrangements before legal litigations occurred for customer.

● Able to retain multiple clients using professional empathy for situations. ● Actively reaching outbound to ensure all daily call goals were met. ● Contributed to an increase of stats for the team. Resolution Convergys, Denver, CO Customer Service & Problem Resolution Agent, October 2005 to October 2008

Agent experienced to greet customers in professional manner for 1-800 Medicare. Trained to prepare customer correspondence. Solve problems using agreed upon procedures and offer solutions to basic customer issues.

● Highly trained to ensure speed of resolution and availability. Westin Hotel, Denver, CO Guest Services Supervisor, July 2003 to September 2005 Supervisor responsible for training and scheduling 21 subordinate employees. In charge of correctly entering and printing payroll to ensure team members were paid in a timely manner.

● Performs duties in a safe manner; report any potential safety hazards to management staff. ● Makes constant observation of team member performance in all of hotel areas to assure excellent customer service levels. ● Interview and train new team members and provide recurrent training for existing team members ● Provides leadership and direction for all hotel members to ensure the highest level of customer service ● Controls room inventory, cashier transactions, answering multiple phone lines and department coordination on a daily basis

Skills

Strategic Relationship and partnership-building skills Listen attentively Problem solver Comprehensive experience in finance, accounting and auditing. Team Player that motivates employees to excel. Greet, transfer and hold calls Build rapport, listen, clarify and manage conversational flow Multi Line Phone knowledgeable Workday Knowledgeable Salesforce Knowledgeable Microsoft Office/Power Point/Excel/Word Highly Efficient Browser and Basic IT Knowledgeable