LISA JOSHUA

CUSTOMER SERVICE & EXPERIENCE MANAGER

708-***-**** • ad04vv@r.postjobfree.com• Lisle, Illinois • LinkedIn.com/in/lisa-joshua-84062926/

SUMMARY

Cultivated, dynamic, solutions driven customer experience specialist and manager with 30+ years of experience in customer service, academic advising, higher education, management, human resources, dispatch, and logistics. Attention to organization, recruitment, employee satisfaction, with emphasis on collaboration, leadership, organization, driving success, improving the client face to face experience, and enriching the company.

SKILLS

Microsoft Office Google Meet Google Suite Google Sheets

Slack Banner Intuit Turbo Tax QuickBooks

Salesforce Touchnet Cashiering SharePoint COD

NSLDS.ed Oracle & CRM EDI ASN

PROFESSIONAL EXPERIENCE

CUSTOMER SERVICE MANAGER Women of Substance Too Call Center Crest Hill, Illinois 2017 - Present

Effectively supervise day-to-day front-end operations of a busy customer service department.

Implement ambitious customer satisfaction goals, and better-enabled customer service staff members to effectively meet them.

Hire, train, and mentor customer service agents.

Supervise and administer quality of work checks by monitoring calls to ensure integrity, minimize errors and track operative performance.

Develop and execute staff training and coaching program.

Approve, review time off requests, and prepare staff schedules.

PURCHASING/SHIPPING LOGISTICS MANAGER Weight Right Automatic Scale Company Joliet, Illinois 2022 - 2023

Maintained, ordered, and completed inventory for office supplies, equipment, and machine parts for entire company.

Placed orders through QuickBooks daily and by phone.

Scheduled weekly shipment for new machine and part orders, through various Logistic Brokers, and Freight companies, which included National and International

Prepared and reviewed customer files for new orders.

Created Shipping Labels, BOL, pack list documents and tracked shipment through online portal to ensure timely shipment.

Maintained record of parts and machines sales, through weekly reports and prepared monthly inventory, by using Excel and Google Sheets.

Managed new customer database inquiries through use of MailChimp.

Handled inbound and outbound calls related to sales, technical support, and part orders.

Worked with department leaders to complete accurate and timely monthly reports.

DISPATCH SERVICE COORDINATOR Elkay Manufacturing/Advance Resources Oakbrook, Illinois 2017 - 2017

Handled incoming and outgoing customer calls related to Warranty Water Coolers/Drinking Fountains and provided support to internal and external partners. This support included partnering with operations and sales to ensure customer satisfaction is met with each transaction.

Maintained and documented all calls through internal mechanized systems.

Placed orders for Warranty units and parts as required.

Dispatched Tech as needed to replace or repair Water Coolers

Tracked orders through various shipping companies to determine status of replacement parts and units.

CUSTOMER EXPERIENCE TEAM FP Mailing Solutions Addison, Illinois 2016 - 2017

Responded to customer questions and technical questions through FP website, email, fax, or telephone and guided them through procedures regarding the postage meter reset process.

Answered billing inquires and provided postage balances, statement balances, contracts, and account status by using CRM and providing copies of documents as requested.

Routinely solicit and placed customer supply orders during phone contact or routed calls to other departments as needed.

Researched contract and supply orders on behalf of the customer.

STUDENT SERVICE ADVISOR DeVry Education Group Naperville, Illinois 2014 - 2016

Provided academic and financial aid advisement to new and continuing students throughout their academic program until graduation via phone or through other electronic communication avenues.

Used exceptional discretion and independent judgment to evaluate each student’s academic and financial profile to develop, recommend and implement a personalized plan that will promote their engagement and success.

Demonstrated comprehensive expertise in all components of Title IV (federal financial aid) regulations and our corresponding policies and procedures.

Proactively review and evaluate student academic and financial plans consistently throughout enrollment.

Ensured that student financial and academic account information is current, accurate and complete.

Identified risk factors that may impact students’ academic progress and collaborate with colleagues to address challenges and recommend plans of action to overcome them.

Analyzed reports and student feedback to identify academic or financial issues which may impact progress and create an action plan to effectively address these concerns.

Collaborated with colleagues across departments to ensure a consistently outstanding educational experience for our deserving students.

CUSTOMER ACCOUNT EXECUTIVE SALES Comcast Cable Woodridge, Illinois 2012 - 2014

Answered incoming calls regarding technical questions related to Comcast products as well as customer equipment. Resolve customer problems and issues.

Handled billing overflow calls and resolved billing issues as well

Processed payments and setup payment arrangements

Increased sales by reducing technical repair home visits which lead to higher technician availability to install new service.

Sold Comcast products and services to meet customer needs which lead to monthly sales increase.

INSURANCE AGENT / PRODUCER American Income Life Woodridge, Illinois 2011 - 2012

Set appointments with individuals and Family members to assess their need for Life insurance.

Successfully completed all client applications through means of an electronic application system.

Administered on-site swab tests as needed to determine health condition as it relates to life insurance eligibility.

Handled personal and sensitive materials which included banking, personal identification, and social security information to properly identify each person.

Built strong reliable relationships with each applicant by following up to assist in getting each written policy approved which led to higher retention rate.

CHIEF EXECUTIVE OFFICER At Your Service Catering Plainfield, Illinois 2009 - 2011

Established a first class wait staff, cooks, and drivers working both full-time and part-time.

Hired and supervised a staff of 10

Handled performance review and payroll administrations.

Oversaw operations including customer service, accounting, auditing, inventory control, and order fulfillment.

Maintained contracts with organizations such as Chicago Public Schools, Plainfield School District and more.

NATIONAL ADMISSIONS ADVISOR Career Education Corporation Downers Grove, Illinois 2007 - 2009

Conducted interviews and evaluated each prospective student based on his/her needs, desires, interests, qualifications, motivations, and commitments.

Communicated with other departments (financial aid, academics) to ensure student satisfaction.

Assisted students in completing the admissions process in the most efficient and supportive manner.

Developed ongoing relationships with prospective students from enrollment through graduation.

Completed and maintained all required paperwork and data entry in accurate and timely manner.

Trained new Admission Advisors through peer-coaching.

EDUCATION

MASTER OF EDUCATION American InterContinental University, Schaumburg, Illinois 2013

Specialization in Adult Education & Training

(Relevant Coursework : Characteristics of Adult Learners, Designing Instruction for Adult Learners, Applying Learning Theories, The Art, and Science of Learning, Facilitating and Assessing Adult Learning, and Mastery in Educational Specialty.)

BACHELOR OF BUSINESS ADMINISTRATION American InterContinental University, Schaumburg, Illinois 2009

Specialization in Organizational Psychology and Development

(Relevant Coursework : Decision Making, Employee Training and Development, Global Strategic Management, Social and Organizational Psychology, Financial Management, and Sales Management.)

ASSOCIATE OF ART BUSINESS ADMINISTRATION American InterContinental University, Schaumburg, Illinois 2008

(Relevant Coursework : Business Management and Leadership, Business Ethics, Customer Service, Human Resources, Fundamentals of Business Law, and Fundamentals of Marketing.)

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