Customer Service Case Management
Resume:
R
SUMMARY
Results-oriented professional skilled in leadership, conflict-resolution, and customer
satisfaction. Builds quick rapport with customers, addressing concerns promptly. Collaborative
problem-solver enhancing customer and employee satisfaction. Adaptable to fast-paced
environments and thrives under pressure.
Lisa Rider
SKILLS
Motivational Techniques Crisis Intervention
**********@*****.**
Case Management Active Learning
m Academic advising Records Maintenance
Platteville, WI 53818 Community Relations Progress Reporting
Group facilitation
EXPERIENCE
Senior Retention Lead
Memphis, TN
TruGreen Lawn Care/ Jan 2024 to Current
Encouraged collaboration among team members by promoting mutual respect and
cooperation.
Maintained accurate records of all customer interactions in CRM system.
Identified trends in customer issues and provided recommendations for resolution.
Provided guidance and support to Customer Service Representatives on a daily basis.
Coordinated closely with other departments to ensure customer inquiries were
resolved quickly and efficiently.
Monitored team performance metrics such as call wait times, average handle time and
first call resolution rates.
Ensured compliance with all applicable laws and regulations related to customer
service operations.
Maintained up-to-date knowledge about products and services offered by the
company.
Performed quality assurance audits of calls handled by representatives.
Facilitated team building activities to promote collaboration among staff members.
Implemented coaching techniques to help employees reach their full potential.
Created, implemented and maintained departmental policies and procedures.
Encouraged open communication between team members about best practices for
handling difficult customers.
Resolved escalated customer complaints in a timely manner.
Analyzed customer feedback surveys to identify areas for improvement within the
team.
Trained newly hired Customer Service Representatives on company policies,
procedures and protocols.
Assessed team workloads to ensure adequate coverage during peak periods of
demand.
Conducted regular one-on-one meetings with staff members to discuss individual
performance goals.
Monitored customer service team to assess knowledge, tone, and adherence to
company policy.
Oversaw daily operations of department through combination of careful planning and
troubleshooting.
Trained staff to provide excellent customer service to challenging customers.
Provided leadership, insight and mentoring to newly hired employees to supply
knowledge of various company programs.
Pharmacy Technician
Richland Center, WI
Thrifty White/ Oct 2003 to Jul 2010
Assisted pharmacists in compounding sterile products according to state regulations.
Retrieved medication from shelves based on physician orders and delivered them to
pharmacists for review.
Assisted pharmacists in filling prescriptions accurately and efficiently.
Ensured compliance with all federal, state, local laws and company policies related to
pharmacy operations.
Checked expiration dates on medications to ensure that only unexpired products were
dispensed.
Resolved customer complaints in a timely manner while maintaining professionalism
at all times.
Organized work areas so that everything was easily accessible when needed.
Reported any discrepancies or errors in medication ordering or filling processes
immediately to the pharmacist on duty.
Managed filing of prescriptions, both electronically and manually.
Prepared medications for dispensing by counting, pouring, labeling, and verifying
doses.
Received payment from customers and processed credit card transactions when
necessary.
Provided education materials about medications to patients upon request.
Verified accuracy of medication labels before they were dispensed to customers.
Provided customer service to patients by answering questions about medications and
health-related topics.
Restocked shelves with new supplies of medications as needed.
Monitored inventory levels of commonly used drugs and placed orders when necessary.
Maintained daily inventory of pharmaceuticals and ensured proper storage conditions.
Collaborated with other healthcare professionals such as nurses or physicians regarding
drug therapies or treatments for patients.
Maintained a clean and organized pharmacy workspace, adhering to safety and
hygiene standards.
EDUCATION AND TRAINING
High School Diploma
Halls High School May 2000
Halls, TN
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