Summary
Work History
Skills
Timeline
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Lisa Hawkins

Santa Cruz,CA

Summary

Dynamic customer service leader with a proven track record at Island Stone, excelling in team management and customer satisfaction. Skilled in policy enforcement and staff training, I have consistently driven performance improvements and enhanced service quality, resulting in increased customer loyalty and repeat business.

Experienced with leading customer service teams to achieve high standards. Utilizes expertise in problem-solving and team development to enhance service quality. Track record of implementing process improvements and fostering collaborative environments.

Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.

Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.

Work History

Customer Service Team Lead

Island Stone
2020 - 2025
  • Led team in resolving customer inquiries and complaints effectively.
  • Mentored junior staff, fostering skills development and enhancing service quality.
  • Streamlined processes to improve response times for customer support requests.
  • Analyzed customer feedback to identify trends and implement service improvements.
  • Coordinated training programs for new hires, ensuring consistency in service delivery.
  • Developed standard operating procedures to enhance operational efficiency within the team.
  • Collaborated with other departments to address complex customer issues promptly.
  • Monitored team performance metrics, driving accountability and continuous improvement initiatives.
  • Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
  • Managed high-performing customer service team, consistently exceeding company performance benchmarks.

Inside Sales Specialist

Island Stone
2013 - 2020
  • Developed and maintained relationships with key clients through effective communication strategies.
  • Conducted market research to identify new sales opportunities and enhance product offerings.
  • Collaborated with marketing team to create targeted campaigns, driving customer engagement and lead generation.
  • Utilized CRM systems to manage customer interactions and streamline sales processes for efficiency.
  • Increased sales revenue by efficiently managing a high volume of inbound leads and promptly responding to customer inquiries.
  • Partnered with outside sales teams to coordinate joint efforts on key accounts and expand overall market presence.
  • Determined needs, delivered solutions, and overcame objections through consultative selling skills.
  • Developed and deepened customer relationships to drive revenue growth.
  • Delivered exceptional customer service by addressing concerns promptly, ensuring repeat business and generating positive referrals.

Patient Access Team Lead

Dominican Hospital
2006 - 2013
  • Led patient access operations to enhance service delivery and streamline workflows.
  • Mentored team members on best practices in patient registration and insurance verification processes.
  • Implemented training programs to improve staff performance and ensure compliance with healthcare regulations.
  • Collaborated with interdisciplinary teams to resolve patient access issues and optimize resource allocation.
  • Oversaw scheduling systems to ensure timely appointments and minimize patient wait times.
  • Facilitated communication between departments to enhance coordination of patient care services.
  • Proactively resolved patient complaints and grievances by addressing the root cause of the issue and implementing corrective measures to prevent future occurrences.
  • Served as liaison between the Patient Access team and other departments, fostering positive relationships and effective communication.
  • Managed a team of Patient Access Specialists, ensuring proper training and adherence to policies and procedures.

Skills

  • Customer satisfaction
  • Policy enforcement
  • Professional telephone demeanor
  • Order fulfillment
  • Staff education and training
  • Recordkeeping strengths
  • Interdepartmental communication
  • Account management
  • Customer service excellence
  • Team management

Timeline

Customer Service Team Lead

Island Stone
2020 - 2025

Inside Sales Specialist

Island Stone
2013 - 2020

Patient Access Team Lead

Dominican Hospital
2006 - 2013

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Lisa Hawkins