Lisa

Rice

adtqb9@r.postjobfree.com

602-***-****

**** * **** **

Phoenix, Arizona

Summary I am a very positive, dedicated and passionate person who adapts to change quickly. I love a challenge. I will complete any task delegated me . I love being a team player and helping others succeed.

Experience

Customer Service Representative/Manager

1 Dream Consultants • Phoenix, AZ

08/2020 - 07/2021

While being self employed I had many responsibilities. I was in charge of all customer correspondence, sales, sign ups, follow ups and billing . I educated the customer on our services, walked them through the entire process and signed them up. I answered incoming calls, texts, answered questions and promoted the business on social media, wrote articles and helped clients all over the USA improve their lives with our service .

Customer Service Representative

VALOR GLOBAL • Phoenix, AZ

02/2019 - 08/2020

While at Valor I worked under the Hulu campaign . I answered incoming calls and chats . I helped viewers with their technical issues, billing issues, payments and general questions I was the top student in my training class and I was the number 1 employee for the entire company of Valor over 300 employees. I had the highest survey and call rate out of everyone . After 6 months I was then promoted to being a Team Manager . As of 8/23/2019 I was promoted to start as. Team Manager for Training our new employees . I was responsible for them to learn the system, educate and show them how to resolve the viewers questions . I had to monitor their calls and give them direction on how to improve their survey rate and customer service skills .

After 3 months I was assigned my own team of 30 advocates . I was responsible for their time cards, monitoring their calls, monthly huddles, created motivational contests to improve productivity, monthly reviews, write ups, being accessible to all agents (300) for questions or help.

Team Manager

VALOR GLOBAL • Phoenix, AZ

08/2019 - 08/2020

As of 8/23/2019 I was promoted to start as. Team Manager for Training our new employees . I was responsible for them to learn the system, educate and show them how to resolve the viewers questions . I had to monitor their calls and give them direction on how to improve their survey rate and customer service skills .

After 3 months I was assigned my own team of 30 advocates . I was responsible for their time cards, monitoring their calls, monthly huddles, created motivational contests to improve productivity, monthly reviews, write ups, being accessible to all agents (300) for questions or help.

03/2019-07/2022

3/2020 during the pandemic we switched to work from home . I was then assigned to a different Campaign for DES, when the unemployment rates hit the roof . Valor was contracted to work with DES to assist with the calls and claims . Only 3 managers were selected to come to this special project, I was one of them. We were in charge of building the entire program from scratch. We had to create all training materials, train everyone virtually and be able to perform all the same duties as I did as Manager for the Hulu side . We trained an average of 100 people every 7 days, and had over 10k calls In queue everyday .

Marketing Director

Unique Marketing Concept LLC • Phoenix, AZ

01/2017

Marketing Director

I work from a home as a Marketing Director. I create and place advertisements for products and or clients to help improve sales or traffic to their website. I answer all incoming calls or texts regarding products for sale. I set up appointments, and handle all incoming and outgoing mail and correspondence. I also oversee the website and maintain current content. Remote Customer Service Representative

U-Haul • Phoenix, AZ

01/2018 - 06/2018

I worked from home as a remote reservation specialist for customers all over the United States and Canada. I received an average of 70-80 calls per day requesting information on our equipment, scheduling and booking sales . Bonus structure was based on meeting standard numbers as well as upselling on storage units, tow hitches, and any additional items that might be needed to assist them on their move. I would also have to resolve any booking issues and direct to correct department for further resolution. Customer Service Representative

CenturyLink/Level 3 Communications • Phoenix, AZ

01/2015 - 07/2015

Managed approx 100 inbound calls a day. Assisted customers with options to resolve balance due, restore services or any other questions regarding their account. Set up payments and payment arrangements to prevent further activity or action suspending their services. Customer Service

GC Services • Phoenix, AZ

12/2013 - 06/2014

Resolved accounts by offering settlements and payment plans on high balanced credit card accounts. I worked my own personal accounts on a daily basis. I sent out correspondence by mail when needed. I talked with consumers daily. Skip traced on accounts that needed updated information. Negotiated and created plans that would work with the consumer as well resolve the account as well as providing customer service on each account.

Collections Specialist

TCS • Scottsdale, AZ

09/2012 - 12/2013

Manage own personal que of 3000+ accounts new and old, ranging from medical collections, car loan deficiencies, property management and miscellaneous clients. Maintained an average of 100+calls a day, inbound and outbound calls. Contacted patients and assisted them with payment plans and helped process any unprocessed claims. Worked directly with all private insurances all Contract Health Indian Services, VA, AHCCCS, and Medi- Cal. Worked and processed claims from start to finish with the appropriate insurance company to get unpaid claims processed and resolved. Monthly goal met every month. Commission structure was accumulated after collecting 10k, which I was able to meet monthly. Customer Service Representative

DT Credit • Mesa, AZ

05/2011 - 04/2012

Maintained own personal accounts average of 80 accounts monthly. In bound and outbound calls averaging about 170 calls per day. Followed up with customers and assisted them on payment plans to prevent further action on their car loans.Duties include, skip tracing, negotiating, problem solving creating payment plans, encouraging secured payments, and account customer service.Met or exceeded monthly goals for performance and was also considered as a high potential for management training. Handled daily reports, QA monitoring, training new employees and assisted in any other given duties.

Debt Counselor

Money Management International • Phoenix, AZ

10/2009 - 07/2010

Money Management International

Debt and Budget Counseling (Including MHA Counseling) Contact Kevin Rempel and Lynn Cameron

Phone Counseling with clients to create custom made individual assessments, solutions and action plan for all facets of the client's debt and money management-related needs and issues. Gave recommendations and information to clients regarding budgeting advice, suggestions and sources to help improve financial situation. Follow up with clients monthly to answer any questions as well as initiating first payment for the Debt Management plan. Providing personal attention to each client in a professional and responsible manner, while maintaining or exceeding monthly performance goals.

Customer Service Representative

JPMorgan Chase • Phoenix, AZ

07/2008 - 04/2009

Maintain and Collect 3 levels of delinquency 30, 60 and 90-120days first party. Unsecured accounts that range from personal loans, credit lines to some equity loans secured by property.

Help create solutions for customers to maintain their payments or create payment programs.

Skip tracing on accounts -utilizing internal tools and internet to locate customers.

Objective standard of 85-100 accounts worked per day. Inbound and outbound calls from customers assisting in general questions to in-depth discussions regarding current status of account and resolving the issue by implementing programs such as Loan Modification, Reage and Extentions to the customer.

Customer Service ( JPMorgan)

Aerotek • Phoenix, AZ

03/2008 - 07/2008

Home Equity Collections/ Unsecured Acct Manager

Front End collections/Customer service

Promoted to backend collections after two months

General Customer Service questions regarding accounts ; next due date account history set up payments and arrangements.

Daily Goals and Objectives exceeded. Assisted customers in setting up payments by ach and over the phone.

Promotional Representative

AZ Models • Phoenix, AZ

01/2003 - 06/2006

Marketing Promotional Model

Assigned to largest Radio station in Arizona as promotional marketing model. As well as ambassador for other companies at large scale functions. Inform, promote and help increase their audience by appearing at events. Interact with listeners, answer general questions regarding company.

Customer Service Representative

Americredit Financial • Tempe, AZ

07/1998 - 07/2002

Clerical, Customer Service, Loan Research and Special Collections Clerical

Responsible for all incoming/ outgoing mail, sorting, weighing and stamping letters from each department Assisted BK Department with prep work for documents to be sent to in-house attorney.

Customer Service

Incoming calls, general account questions, verified and updated account information. Due date change requests, account history requested by customers. Loan Research

Responsible for all payment disputes, wire transactions, EFT’s, checks, money orders and allotments. Loan disputes, misapplied payments, missing payments, credit dispute and updates. Submitted requests for correction of account payments. Maintain daily log and register each request. Weekly research log sent to HQ in Arlington, TX. Communicated with customers disputing their account until research was completed and account issue was resolved. Collections (Pre Repo)

Maintaining and working daily accounts. Incoming/outgoing calls-Approx 100 per day on accounts (90-180) passed due. Skip tracing on accounts for new leads. Assisted customers with options to resolve delinquency and prevent further action on the account.

*Consecutive top collector for 5 months.

Promoted within to a group of 10 collectors, collecting $1million in account balances a month. Misdemeanor/ Traffic Clerk

Scottsdale Justice Court • Scottsdale, AZ

06/1996 - 05/1998

Clerical

Responsible for pulling all cases set on calendar each day and prepping each for court. Copied and filed all activity on each case from subpoenas to judgments. Sorted all incoming mail, processed and applied payments for Fine’s Management. Answered incoming calls from litigants, lawyers, defendants and conduct background checks. Traffic and Misdemeanor Clerk

Responsible for filing new tickets, assign court dates, input data into system. Notify defendant by mail of court date. Prep each case for court, order release, traffic school, any document requested by Judge. Quashed warrants, DMV requests and updates. 3-4 hours twice a week for counter time. Greeted and assisted customers with new filings, small claims, civil, FD, R.O. and court payments.

Skills

Education

General

Arcadia High School • Phoenix, AZ

07/1998

Languages

WORD Microsoft word

CSR Customer care

English

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