Lisa M. Janney

302-***-****) adxt4p@r.postjobfree.com www.linkedin.com/in/janney-lisa

Professional Summary

Seasoned Customer Service Professional with over 20 years of experience providing project and team leadership in the life insurance, health insurance and various retail markets. Extensive experience in all aspects of customer service support including cross-functional team projects and installations/configurations as needed for process improvements, cost savings, and reporting. Continually exceeded expectations by consistently meeting department goals and standard corporate metrics. Works well with people at all levels of an organization including management, team members, and clients.

Skills

●Customer Service Management

●Strategic Thinking & Process Improvements

●Cross-Functional Team Leadership

●Project Monitoring & Reporting

●Change Management

●Project Quality Plans & Needs Assessments

●Proactive & Responsive Customer Service

●Excellent Verbal & Written Communication

Work History

Store Administrator 07/05/2022 - 12/2/2022

Bassett Furniture Company

●Provide customer support for all aspects of store operations.

●Arrange for one call resolution for furniture replacements, including repairs, replacements, re-orders, over the telephone and through email communications.

●Arrange weekly store meetings to communicate new product information, including warranty changes, color and product details and delivery timeframes.

●Reach out to existing customers for payment resolution regarding financing discrepancies, including over and under charges.

●Handle the weekly store deliveries by reconciling customer orders vs. items received vs. items delivered directly to the customer homes.

Customer Care Representative 03/28/2016 - 01/23/2021

Tata Consultancy Services, formally known as Transamerica Life Insurance Company

●Demonstrate great understanding of current life, disability and accidental death insurance policies, products, and prices.

●Provide exceptional customer service skills during every inquiry to customers, beneficiaries, providers, and financial institutions.

●Reconcile billing errors, update customer information to show accurate information to be used in the immediate future.

●Maintain quality metrics for every call for a high ranking cumulative score, such as accuracy, talk time, percentage of call resolution, and follow up work.

●Attempt to discourage callers who are upset with their service, or product coverage from canceling their insurance plan.

Previous Work History

Account Manager – Atlantic Barter 2012 - 2016

Furniture Sales/Design Consultant – Restoration Hardware 2015 – 2017

Design Consultant - Pottery Barn 2011- 2015

Risk Management Specialist - People 2.0 Global Inc. 2008 - 2010

Technical Trainer/Quality Specialist - Cigna Healthcare and Cigna International

Technical Skills

●Software: Microsoft Office Suite including Teams, Word, Excel, PowerPoint, and Outlook. Operating Systems: Microsoft Hardware: PCset-up

●Internet: Social Media, such as LinkedIn, Facebook, Instagram

Training, Licenses & Certifications

●CompTIA A+ Certification

●Certified Technical Trainer (CTT+)

Education

University of Wisconsin Whitewater - Whitewater, WI

Wilmington University - Wilmington, DE

Hobbies & Interests

Travel - Domestic and International

Contact this candidate