Lisa Graham
Johnson City,TN
Summary
Forward-thinking Quality and Office Manager skilled in needs assessment, data analysis and standards enforcement. Successful at delivering high-quality products and services exceeding consumer expectations and regulatory requirements. Thorough and detail-oriented in reviewing processes to proactively correct problems.
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
12
12
years of professional experience
Work History
Office Manager
Families Free
2024.07 - 2026.01
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Managed scheduling and coordination of all office meetings to ensure smooth operations and minimal conflicts.
- Handled sensitive employee and client information with utmost confidentiality, maintaining trust and integrity.
- Coordinated office operations to ensure efficiency and compliance with organizational policies.
- Managed scheduling and logistics for meetings, events, and staff training sessions.
- Oversaw inventory management, ensuring adequate supplies for daily operations.
- Evaluated office performance metrics to identify areas for operational enhancements and implement solutions.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
Quality Manager
ACT
2021.01 - 2023.03
- Managed 50 employees and 48 different departments.
- Led company meetings and meetings with multiple clients.
- Strengthened teamwork between quality team and agents.
- Reduced quality issues substantially with quality improvements at all levels.
- Conceptualized and implemented procedures for training.
- Ability to manage multiple projects.
- Meets multiple daily deadlines.
- Adaptable to new responsibilities.
Quality Supervisor
ACT
2020.01 - 2021.01
- Supervised compliance programs, including employee training, audit coordination, and reporting.
- Addressed and implemented corrective actions to resolve customer quality issues across all sites.
- Drove company quality standards, supporting external audits and regulatory inspections, and applying feedback to correct deficiencies.
- Managed internal and external quality system audits.
- Completed investigations, root cause analyses and quality troubleshooting activities.
- Identified and evaluated fundamental problems for major functional areas.
Quality Analyst
ACT
2017.03 - 2020.01
- Maintained current knowledge of procedures and procedural updates.
- Applied regulatory compliance knowledge and quality expertise to implement process improvements.
- Recommended, implemented and monitored preventive and corrective actions to achieve quality assurance standards.
- Compiled and analyzed statistical data.
- Learned new technologies and sought ways to improve workflows and testing processes.
- Processed product reviews and informed development team of defects and errors.
Customer Service Representative
ACT
2013.12 - 2017.03
- Updated records with all interactions and customers transactions.
- Resolved customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
- Met inbound customer needs while maintaining strict performance targets.
- Enhanced customer satisfaction with fast, knowledgeable service.
- Anticipated needs and resolved problems to keep customers happy.
Education
High School Diploma - undefined
David Crockett High School
Jonesborough, TNSkills
- People Management
- Decision making
- Conflict resolution
- Issue resolution
- Multitasking
- Coaching And Mentoring
- Onboarding And Training
- Data analysis
- Business Solutions
- Customer service
- Active listening
- Critical thinking
- Data entry
LANGUAGE
English - Fluent
Timeline
Office Manager
Families Free
2024.07 - 2026.01
Quality Manager
ACT
2021.01 - 2023.03
Quality Supervisor
ACT
2020.01 - 2021.01
Quality Analyst
ACT
2017.03 - 2020.01
Customer Service Representative
ACT
2013.12 - 2017.03
High School Diploma - undefined
David Crockett High School