Lisa Creighton
Edmonton,AB
Summary
Dedicated and knowledgeable professional with extensive experience in delivering exceptional customer service across diverse client bases. Expertise in quickly assessing customer needs and implementing effective solutions, alongside a strong ability to resolve issues and manage customer relations. Proficient in providing detailed product knowledge while streamlining processes to enhance service efficiency and satisfaction. Recognized for a detail-oriented approach and solid experience in records management and Microsoft Office, consistently contributing to team success and organizational goals.
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Service Representative
NCRI
12.2024 - 08.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
CUSTOMER SERVICE REPRESENTATIVE
Arise Platform
01.2023 - Current
- Responded to telephone inquiries and complaints following standard operating procedures.
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts.
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
- Updated and maintained database with accurate customer information and timely data entry.
- Provided account information to customers and explained bill service policies and customer rights.
- Logged details of customer service calls in computer system following correct protocols.
- Maintained logs and documentation to detail key information regarding incoming and outgoing calls.
- Addressed customers courteously using suitable methods and problem-solving skills.
- Developed strong customer relationships and loyalty through effective communication.
- Complied with corporate and regulatory policies regarding information confidentiality and privacy.
- Followed up with customers regarding product functionality and overall satisfaction.
- Handled customer complaints and inquiries in a courteous and efficient manner.
- Developed and maintained working knowledge of internal policies, procedures, and services to appropriately address customer issues.
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships.
- Investigated and researched issues to determine root causes and appropriate resolution methods.
- Remained open to feedback from supervisor and peers to build and improve skills set.
- Met daily customer service quotas with a focus on quality.
Arise Platform
HGS CANADA
08.2020 - 09.2022
- Researched industry trends and adjusted business strategies to meet customer needs.
- Cultivated strong client relationships through proactive communication and problem-solving.
- Developed strong networks with business executives and stakeholders to increase brand awareness and reputation.
- Tracked and analyzed account metrics and reported findings to supervisors and executives.
- Streamlined processes for greater efficiency and cost savings.
- Collaborated with sales and customer service teams to develop engaging products and meet financial quotas.
- Updated client information, contract changes and product prices in company databases.
- Analyzed client feedback and implemented policy changes to increase overall satisfaction.
- Maintained knowledge of company products and made recommendations based on client needs and prices.
- Liaised with clients regarding new company information, promotions and products.
- Gauged product success and made improvements according to client feedback.
- Located up-sell, cross-sell and renewal opportunities to improve customer satisfaction and increase profits.
- Generated and presented reports to senior management on account performance.
- Addressed customer complaints and provided satisfactory solutions through procedure changes.
GENERAL MANAGER
Tammaativvik Medical Boarding Home
10.2019 - 10.2021
- Maintained product and service quality standards by conducting ongoing evaluations and investigating complaints.
- Provided clear direction and set priorities for accomplishing desired actions and results.
- Developed long and short-range financial objectives, supporting company mission statement.
- Prepared financial reports, clearly explaining operational effectiveness, trends and variances.
- Met safety and security standards by overseeing preventative maintenance and repairs.
- Implemented and maintained open-door communication system, reaching employees across department lines.
- Used customer feedback for improving operations and building brand loyalty.
- Established and maintained proactive human resource functions, complying with labor regulations.
- Recruited team members for maintaining adequate staffing levels according to projected sales.
- Managed profits against budget and prior year, keeping controllable costs low.
- Coordinated staff training sessions to ensure compliance with company policies and procedures.
- Managed company assets by maintaining clean and fully equipped establishments with properly working equipment.
- Analyzed current processes and implemented efficiencies that reduced costs.
- Planned, coordinated and oversaw company events and promotions.
ASSISTANT STORE MANAGER
Walmart
03.2013 - 05.2017
- Assisted with training staff on all internal operational functions.
- Communicated expectations, policy changes, new initiatives, and product knowledge to employees.
- Monitored inventory levels and ordering of stock to ensure shelves were adequately stocked.
- Communicated performance issues to develop performance improvement plans.
- Achieved high per customer sales to meet company expectations.
- Utilized data to identify sales opportunities and maximize profits.
- Provided performance feedback and coaching to employees.
- Led floor sets following plan-o-grams to update store appearance.
- Used proven customer engagement techniques to increase sales.
- Directed employee tasks and time management, improving customer experiences.
- Maintained organized store environment for customer and employee health and safety.
- Built employee knowledge with training and mentoring.
- Taught loss prevention practices and policies to minimize shrink.
- Updated records related to sales, customer feedback, and inventory.
- Highlighted sale items and promotions with proper signage and displays.
- Created work schedules to maintain top-quality customer service and lower labor costs.
- Coached employees on customer service and selling techniques.
- Coordinated with Manager to set specific and actionable goals based on established KPIs.
- Held employees accountable and corrected issues to achieve high standards.
- Assisted in recruiting process, hiring and retaining top talent.
- Managed all customer inquiries and complaints in a professional and timely manner.
- Helped set team performance standards to reach company objectives.
Education
Healthcare Aide Diploma - Nursing
Norquest
Edmonton, AB05.2008
High School Diploma -
MCNALLY COMPOSITE HIGH SCHOOL
Edmonton, AB06-1990
Skills
- Sales proficiency
- Proficient in Microsoft Word
- Customer service expertise
- Team training facilitation
- Credit card transaction management
- Excel proficiency
- Stock management
- System deployment
- Shipping and Receiving Understanding
- Conflict Resolution
- Quality Assurance Controls
- Customer engagement strategies
- Billing Adjustments and Refunds
- Stockroom Procedures
- Call Volume and Quality Metrics
- Refund Processing
- Investigate Claims
- Conflict Mediation
- Trained in Salesforce
- Records Preparation
- Office Equipment Proficiency
- Microsoft Internet Explorer
- Issue and Complaint Resolution
- Sales Report Generation
- Brand Representation
- Product Promotion
- Cultural Sensitivity
- Active Listening
- Order Fulfillment
- Account Management
- Business Development Understanding
- Retail Sales Customer Service
- Senior Leadership Support
- Training Development Aptitude
- Complex Product Knowledge
- Clerical Support
- Multi-Line Telephone Operation
- Handheld Computer Device Software
- Managing Multiple Tasks
- POS Systems Expertise
- Microsoft Outlook
- Technical Support
- Executive Management Support
- Team Development
- Professional Telephone Demeanor
- Process Optimization
- Typing Proficiency
- Reading Comprehension
- Strong Analytical and Problem-Solving Skills
- Warehousing Functions
- Document and Records Management
- Stock Management
- Product Organization
- Grammar
- Filing
- Prioritization
- Spreadsheets
- Documentation
- Research
- Speaking
- Performance monitoring
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Languages
English
Full Professional
Certification
- Healthcare Aide Diploma
- Customer Service Certification
Timeline
Customer Service Representative
NCRI
12.2024 - 08.2025
CUSTOMER SERVICE REPRESENTATIVE
Arise Platform
01.2023 - Current
Arise Platform
HGS CANADA
08.2020 - 09.2022
GENERAL MANAGER
Tammaativvik Medical Boarding Home
10.2019 - 10.2021
ASSISTANT STORE MANAGER
Walmart
03.2013 - 05.2017
Healthcare Aide Diploma - Nursing
Norquest
High School Diploma -
MCNALLY COMPOSITE HIGH SCHOOL