Lisa Robinson

Experience

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  Federated Department Stores, fka May Department Stores Credit Service Center

  Jan 1994 - Jan 2006

  Supervised staff of 54 associates in processing customer’s billing disputes. Ensured process completed in compliance with Corporate and Federal standards.Reduced financial loss to company by investigating and resolving disputed charges on customer accountsAudited completed adjustments to ensure compliance to federal billing regulations Oversaw department of 60 inbound call center associates.Developed standardized form for call audits, to ensure consistency among staff.Supervised 2 specialized teams; one was processing corrections to credit bureau reports, and the other processing privacy notices for 12 store divisions. Facilitated company policies and procedures to new hires and existing staff.Revised training manuals for all job positions and composed monthly newsletter. Provided consistently friendly and courteous customer service to customers inquiring about their credit accounts.

  • Bill Adjustment Supervisor

    Jan 2001 - Jan 2006

  • Customer Service Supervisor

    Jan 1997 - Jan 2001

  • Training Department Supervisor

    Jan 1995 - Jan 1997

  • Customer Service Representative

    Jan 1994 - Jan 1995
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  TeleTech

  Jul 2007 - Apr 2008

  Supported United Health Group’s Medicare Part D Plan, during the Annual Election Period.Trained newly hired Customer Care Agents on the computer systems for UHG, call handling, customer service, and eligibility and enrollment of UHG clients in a Medicare Part D Plan.Achieved a top five position in the number of enrollments successfully completed.Facilitated remote “Train-the-Trainer” workshops on UHG enrollment process.Supported agents with answers to questions and escalated issues to the client when necessary. Ensured client rights and privacy were protected in accordance with HIPAA and other Federal Laws through coaching and monitoring of staff calls. عرض أقل

  • Service Delivery Supervisor

    Jan 2008 - Apr 2008

  • Service Delivery Supervisor

    Jul 2007 - Jan 2008
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  BDC Management

  Jan 2008 - Jan 2009

  Quality Assurance Supervisor

  Managed the Quality Assurance team of four, as well as the Operations Specialist. Created new assessment process for agents to improve identification and resolution of quality issues.Processed reports weekly, identifying agents that required greater assistance in call handling.Developed comprehensive process manual, ensuring continuity within the administrative assistant’s performance. Oversaw the security administration of email accounts, onboarding of new dealerships, and phone access. عرض أقل

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  Invacare Corporation

  Jan 2010 - Jan 2016

  Processed phone, fax, and emailed inquiries from dealers needing assistance with quoting or ordering complex rehab equipment, such as power chairs, and custom manual wheelchairs. Acquired vast knowledge of computer system, process, and the equipment offered to ensure that dealers were assisted quickly and efficiently, averaging 50 to 70 calls per day.Selected to proofread revised version of Oracle Training Manual due to strong detail orientation. Handled all degrees of calls and callers, from consumers to dealer management, as well as internal sales force and management. Known for resolving problems without intervention. Recognized for discovering inconsistencies in the system and implementing appropriate corrective action. Explored all avenues of resources to achieve first call resolution. Cross Trained to assist VA Hospitals as well as internal Sales Support with orders and quotes.Achieved a consistent 98 - 99.4% accuracy rate in order audits.Selected to assist in the development and updating of online resource center for Customer Service agents.Nominated by a peer and received an MVP award for demonstrating Invacare Core Values. عرض أقل Provided phone support for dealers, consumers, and internal customers.Developed product knowledge for entire Invacare line of products from homecare beds, commodes, and ambulatory products, to standard manual wheelchairs and low end power chairs.Processed returns and recall inquiries in accordance to written policy or regulation.Assisted peers with helpful hints to achieve procedural goals.Researched options for making special modifications to wheelchairs, as requested by dealers for their patient’s needs. Promoted to Rehab Specialist as a result of showing initiative, taking ownership of problem resolution, and multiple compliments communicated to management. عرض أقل

  • Customer Service Rehab Support Specialist

    Jan 2012 - Jan 2016

  • Customer Service Coordinator

    Jan 2010 - Jan 2012
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  Health Aid of Ohio

  Jul 2017 - Jan 2018

  Same Day DME Specialist

  Process​ ​incoming​ ​orders​ ​from​ ​Doctors,​ ​Hospitals,​ ​and​ ​facilities​ ​for​ ​durable​ ​medical​ ​equipment. ● Receive​ ​and​ ​work​ ​assigned​ ​equipment​ ​orders​ ​in​ ​an​ ​efficient​ ​manner ● Make​ ​outbound​ ​calls​ ​to​ ​contact​ ​patients,​ ​and​ ​field​ ​incoming​ ​calls​ ​regarding​ ​past​ ​or​ ​current​ ​equipment​ ​needs ● Request​ ​additional​ ​documentation​ ​necessary,​ ​via​ ​phone​ ​or​ ​fax,​ ​to​ ​process​ ​order​ ​from​ ​doctor​ ​or​ ​hospital ● Utilize​ ​database​ ​to​ ​add​ ​or​ ​modify​ ​patient​ ​profile,​ ​insurance​ ​information​ ​and​ ​medical​ ​diagnosis ● Fill​ ​pick​ ​up​ ​orders​ ​and​ ​inform​ ​patient​ ​of​ ​HIPAA​ ​and​ ​billing​ ​rights ● Complete​ ​necessary​ ​work​ ​orders​ ​to​ ​submit​ ​to​ ​dispatch​ ​for​ ​delivery​ ​or​ ​shipment عرض أقل

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  Inogen

  Jan 2018 - Sept 2018

  Patient Technical Service Advocate

  Provide exceptional service to patient’s concerns and questions about their equipment.Troubleshoot as needed with patients to determine best first call resolution to their issue.Update and maintain patient records in Salesforce and Oracle, while ensuring HIPAA compliance.Create, process, and complete service and supply order cases in a timely manner, as well as process returns and UPS pickups.Communicate with management to ensure accuracy of information and process provided, as needed.Received several accolades in one month’s time from patients calling back and speaking to management,expressing their appreciation of my kindness, professionalism, and job performance. عرض أقل

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  Struers

  Oct 2018 - now

  Customer Service Specialist

  I am a self-motivated, personable professional with a proven record of delivering exceptional customer service expertise, including over 13 years of supervisory expertise. I am currently seeking my next opportunity and can be reached at lisarob618@gmail.com