Summary
Overview
Work History
Education
Skills
Timeline
Generic

Lisa Willis

Collegeville

Summary

Detail-oriented Assistant Manager offers more than extensive progressive record of accomplishment in leadership roles. Establishes clear guidelines and enforces consistent policies to keep staff satisfied and on-target to achieve important objectives. Excellent relationship-building, multitasking, and decision-making skills.

Overview

36
36
years of professional experience
1990
1990
years of post-secondary education

Work History

Assistant Manager, Customer Service/HR Assistant

Polo Ralph Lauren Factory Store
Limerick
11.2011 - 12.2024
  • Assisted in training and onboarding new customer service staff.
  • Addressed customer inquiries and resolved issues efficiently.
  • Collaborated with management to improve service processes and policies.
  • Monitored customer feedback to identify areas for improvement.
  • Ensured compliance with company standards and procedures in service delivery.
  • Developed strategies to increase customer loyalty and retention rates.
  • Conducted regular performance reviews with team members to ensure quality standards are met.
  • Resolved escalated complaints from customers in a timely manner.
  • Managed day-to-day operations of the Customer Service department.
  • Trained and supervised customer service staff on policies, procedures, and best practices.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Delegated work to staff, setting priorities and goals.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Recruited and trained new employees to meet job requirements.
  • Mediated conflicts between employees and facilitated effective resolutions to disputes.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.
  • Coordinated staff schedules to ensure adequate coverage and support.
  • Monitored employee attendance records, timekeeping, and payroll information.

Assistant to the President and CEO

Godwin Pumps
Swedesboro
01.1991 - 06.1993

Legal Secretary

Kassab, Archibald, Jackson, O'Brien
Media
06.1989 - 04.1991
  • Managed legal documents and correspondence for attorneys and clients.
  • Coordinated scheduling for meetings, depositions, and court appearances.
  • Communicated effectively with clients to provide updates on case status.
  • Answered incoming calls from clients and attorneys to provide assistance or route calls to appropriate personnel.
  • Proofed documents and submitted to attorneys for review.
  • Maintained attorney calendars by keeping track of appointments, meetings and conferences.
  • Drafted letters and prepared legal correspondence for attorneys and legal assistants.
  • Transcribed dictation from audio recordings into written form utilizing digital recording equipment.
  • Assisted in maintaining department attorney personnel files with utmost confidentiality.
  • Kept office equipment functional and supplies well-stocked to promote efficient operations.
  • Composed, edited and typed complex memos and reports with job-related software.
  • Ordered catering or restaurant delivery to offer food and beverages to meeting and conference attendees.

Education

Associate of Applied Science - Paralegal Studies

Widener School of Law
Wilmington , DE
09.1989 - 05.1990

Bachelor of Arts - Early Childhood Education/Child Psychology

Widener University
Chester, PA
08.1985 - 05.1989

Sun Valley High School
Aston , Pa

Skills

  • Customer service
  • Staff training
  • Performance review
  • Process improvement
  • Microsoft Word
  • HR
  • Exceptional written and verbal communication skills

Timeline

Assistant Manager, Customer Service/HR Assistant

Polo Ralph Lauren Factory Store
11.2011 - 12.2024

Assistant to the President and CEO

Godwin Pumps
01.1991 - 06.1993

Associate of Applied Science - Paralegal Studies

Widener School of Law
09.1989 - 05.1990

Legal Secretary

Kassab, Archibald, Jackson, O'Brien
06.1989 - 04.1991

Bachelor of Arts - Early Childhood Education/Child Psychology

Widener University
08.1985 - 05.1989

Sun Valley High School

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Lisa Willis