** ****** *** ****

Sweet Valley, PA *****

Phone: 570-***-****

Lisalee Evans

Objective

To obtain a position in a company where I can use my skills and experience to grow and develop within the organization.

Work Experience:

Sept 2021 Present

Frontier Communications – Customer Success Account Manager

Work directly with Enterprise customers to resolve billing, repairs, and account questions.

Case/order entry for interactions with account holders, Salesforce

Responsible for prompt communication with customer and internal vendors

Work with outside plant to coordinate repairs and installations.

Assist was needed on projects to create a better customer experience.

2017 – Aug 2021

Mondelez International – DSD Customer Care Agent/Projects

Answer calls/resolve issues related to Mondelez DSD System for branches, sales, and retail customers.

Document/communicate information for late drivers, refusals, profile updates and Master Data issues.

Order entry received via email and fax.

Invoicing, Credit Adjustments, process claims

Utilize the Amazon portal to update Amazon cuts based off received reports.

2015 – Oct 2016

Frontier Communications – Marketing Database Analyst

The marketing list pulls for targeted campaigns from internal systems.

Served on several group projects including creating databases to manipulate the data into useful lists for use in SQL Server2012 Management Studio.

Ad hoc reporting and requests/presentations for all levels of management.

2003 – 2015

Frontier Communications - Senior Sales Analyst/ Sales Analyst/Prod Mgr.

MTD daily reporting utilizing Brio and Access for both Res/Bus Call Centers nationwide.

Lead for Call Center BI tool responsible for the evolving tool, checked daily and compared to existing Call Center report for accuracy.

Salesforce Administrator for approximately 1,200 Residential Call Center Agents

Submitted tickets and created new work requests for the BI architects for enhancements to the tool.

Updated monthly forecast numbers for Res and Bus channels, with actuals.

Supplied sales and churn analysis on all products (DSL,POTS,CID,VM,CCF).

Created incentives for the Call Center agents to drive product sales as needed.

1990 – 2002

Commonwealth Telephone Company - Business Analyst

Ran queries and supplied reports regarding Sales/Installs

Distribution of weekly Overtime reporting, mthly commissions

Customer Service Representative, Repair/Answer

Assistant Supervisor, Telemarketing Department

Customer Service Representative, Telemarketing

Education:

Luzerne County Community College – associate degree, Office Management, Nanticoke, PA

Dallas Senior High School – Dallas, PA

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