LISA DEARMON

PH: 702-***-****

Email: adszm8@r.postjobfree.com

Profile

Motivated professional with over 20 year’s progressive experience in the Customer Service Industry. Exceptional ability to develop customer relationships through strong customer focus and determination to find innovative ways to meet their needs.

• Exemplary integrity, trustworthiness, and great work ethic.

• Proven ability to implement strategies that improve client services.

• Strongly committed to working with colleagues to achieve goals.

• Excellent interpersonal skills enhanced by the ability to communicate with all levels of management.

Qualifications

Results oriented with comprehensive knowledge of Management, Banking and Finance, Extensive Customer Service to include Retail and Showroom Management. Highly organized with the ability to prioritize time tasks to optimize productivity. Effective problem solver adept in analyzing critical situations and creating solutions to complex issues. PROFESSIONAL EXPERIENCE

KALCO LIGHTING, Las Vegas, NV 6/2020 to Current

Factory Showroom Sales Manager – Reports to VP of Sales Manage all aspects of the Factory Showroom Outlet including day-to-day operations as well as long term planning and execution to meet monthly sales targets. Coordinate showroom set up and merchandising with factory and marketing team to project brand appropriate image of the showroom. Verify and properly tag and price merchandise. Inventory and assist with identifying items needed to be sold as clearance. Process all documentation for quotes, custom orders, purchase orders, sales transactions, freight quotes and will call orders. 100% follow through with all sales from inception to after care. Coordinate with Marketing Department to conduct monthly communications to our list of contacts providing needed literature, invitations, and posters for events. Maintain a clean well-organized, and professional showroom atmosphere at all times. Sr Management Reporting for all Sales Representatives for Kalco and Allegri brands. KALCO LIGHTING 3/2007 to 6/2020

Customer Service Manager

Manage Customer Service Team to promote the idea of “Excellent Customer Service” throughout the organization to increase customer satisfaction, loyalty, and retention to ultimately increase sales profitability.

Create the right environment and lead the Customer Service Team by example in the following key areas that define “Excellent Customer Service.”

• Training – Responsible to ensure the Customer Service team is trained, coached, developed, evaluated, counseled, informed, and focused on accomplishing goals for success with quality service in the following areas; System Expertise, Product Knowledge, Warranties, Technical aspects with quick reference for accurate information.

• Professional interaction with Customers, Sales Representatives/internal and external via verbal and written communications.

• Provide a clear understanding of the company goals including Product, Sourcing, Distribution, Independent Sales Force, and Customer base including ecommerce groups.

• Sales Support – Providing product knowledge, availability of lead times, pricing, providing alternatives when items are not available, gathering accurate verifiable information on leads to coordinate the best follow-up strategy.

• Order processing with on-time shipping performance. Manage the order process from inception to shipment with great attention to detail for each segment of the business to include ecommerce, showroom, and custom orders. This process includes confirmation of orders, tracking, verification of commitments, inventory control, purchasing, QC issues, and working directly with all departments from Floor painters, Engineers, Plant Superintendent, and VP of Sales to ensure quality along with prompt delivery of merchandise for customer satisfaction.

• After Sale Service – To ensure the Customer Service Team is supporting customers with any challenges and providing the best service for continued and repeat business.

• Empower the Customer Service Team with providing tools needed to complete their jobs and go the extra mile to make every customer a success.

• Staffing – make sure department is properly staffed during business hours. Adjust task to maximize efficiency and minimize personnel.

• Provide daily reports regarding Sales and Service. SILVER STATE MORTGAGE, Henderson, NV 11/2005-2/2007 Broker Administration Manager

Effectively manage, council, and train Broker Administration team for accuracy and completeness of all broker files. Responsible for ensuring all documents, references, research to include background investigations, licensing, financials, and ownership of company is valid to approve business relationship with Silver State Mortgage. Track and maintain broker files from inception to completion and distribute monthly reports on broker files. Consistently meet daily challenges with increased volume. Rush files and turn time for broker approvals and look for innovative ways to improve process and system enhancements.

KB HOME MORTGAGE, Las Vegas, NV 9/2002 – 11/2005

Loan Servicing Specialist

Assist and direct external/internal customer inquiries post-closing including but not limited to Loan audit, escalated research issues, document retrieval, loan corrections, payoffs, reconveyances, collections, bankruptcies, foreclosures, credit bureau review and corrections. Great attention to detail with critical timeliness requiring extensive follow-up and excellent customer service skills with 100% resolution.

PROVIDIAN FINANCIAL – San Francisco, CA 1987-2002

Escalation Customer Service Manager

Banking and Finance

Perform frequent testing of company website to identify consumer impact issues, continuously monitoring feedback from consumers tracking for trends. Develop new initiatives to enhance the consumer experience while utilizing company website to access account relationship information. Prepare monthly reports, analyze data and other consumer feedback. Liaison with other departments on consumer related matters.

Direct link to Consumer Relations Department in the processing and review of Action Complaint files. Compile data and vital information to expedite action complaint files in compliance with company guidelines. Effectively interact with all levels of Sr. Management, providing feedback on consumer responses to company product and services. Coordinator for monthly Service Excellence Meetings.

EDUCATION & PROFESSIONAL DEVELOPMENT

Management Leadership Seminar – Certificate, 2002

Trained in basic Principles for a Collaborative Workplace – Gaining commitment to present goals

– giving and receiving constructive feedback – how to be the best leader. Franklin Covey – Time Management

Real Estate Principles – Certificate, 1992 – Solano Community College - Suisun, CA Significant Career Accomplishments:

KB Home Mortgage Golden Nail Award, Corporate Customer Service “Customer Excellence” 6/2003.

Recognized for aiding the Customer Satisfaction Team in receiving the “Quality Cup from USA Today, Rochester honoring “Significant Achievement in Quality Movement, 2001. President Circle Award - Outstanding Customer Service, 1999 Corporate wide recognition – featured in pro-log newsletter – Outstanding Customer Service. First Providian Gold Star Recipient – Service above and beyond the call of duty – 1987.

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