Open To Work
Lisa Blackman
Parkville
Work Preference
Summary
Results-oriented Support Specialist with 15 years of experience in customer care, technical troubleshooting, and service coordination. Expertise in managing service requests, maintaining accurate records, and supporting cross-functional teams in fast-paced remote settings. Committed to delivering exceptional service and ensuring resident satisfaction in a Remote Support Services Specialist role.
Overview
16
16
years of professional experience
Work History
Universal Agent
General Motors
2025.09 - Current
- Delivered front-line support for vehicle concerns, warranty questions, recalls, and service inquiries, ensuring customer clarity and satisfaction.
- Clarified policies and coverage for customers and dealerships, enhancing understanding and trust.
- De-escalated complex situations, ensuring compliance and achieving high levels of customer satisfaction.
- Coordinate with service departments on diagnostics, parts status, and repair timelines.
- Research vehicle history and account details to determine next steps.
- Maintain accurate case documentation and ensure proper follow-up.
- Provided customer service support at Teleperformance, assisting clients with inquiries.
Customer Retention Specialist → Subject Matter Expert
Full Potential Solutions
2023.07 - 2025.04
- Retained customers by resolving cancellation requests and providing tailored solutions that addressed individual needs.
- Handled escalations while monitoring KPIs and delivering actionable performance feedback.
- Promoted to SME to enhance peer coaching, improve call quality, and deepen product knowledge.
- Documented interactions using CRM and VoIP systems.
- Supported Frontier Fiber operations
Customer Experience Specialist
Percepta
2022.06 - 2023.06
- Provided multi-channel support to address and resolve customer vehicle concerns, enhancing customer satisfaction.
- Coordinated with dealerships and service centers to facilitate timely resolution of customer issues, improving service efficiency.
- Documented cases and ensured consistent follow-up communication, fostering stronger customer relationships.
- Completed support tasks independently across various platforms.
- Ford Motor Company
Inside Sales & Retention Specialist
Multiple Services Equipment Co.
North Kansas City
2018.10 - 2022.05
- Achieved sales and retention targets through effective strategies.
- Handled inbound/outbound calls for order placements, renewals, and upsells to enhance customer satisfaction.
- Developed contracts and customized leasing solutions to meet client needs.
Delivery Coordinator & Customer Care Specialist
Olathe Toyota
Olathe
2014.07 - 2018.10
- Guided customers through vehicle delivery process and provided post-sale education to enhance understanding.
- Maintained high customer satisfaction by delivering clear and timely communication.
- Scheduled follow-ups and coordinated service appointments to ensure customer needs were met.
Education & Exhibits Coordinator / Executive Assistant
Missouri Independent Bankers Association
Liberty
2010.08 - 2014.05
- Coordinated logistics for webinars, conferences, and trade shows to ensure smooth execution.
- Managed communications and developed promotional materials to enhance outreach efforts.
- Provided comprehensive administrative support to executive leadership, facilitating efficient operations.
Education
Certificate - Microsoft Office, Adobe Suite, Graphic Design
New Horizons Learning Center
Overland Park, KSHigh School Diploma -
James Bowie High School
Arlington, TXSkills
- CRM management
- Customer Relationship Management
- Service coordination
- Multi-channel communication
- Technical troubleshooting
- Documentation Accuracy & Compliance
- Microsoft Office Suite
- Google Workspace
- Remote time management
- Team collaboration
- Conflict resolution
- Resident & Client Support
Timeline
Universal Agent
General Motors
2025.09 - Current
Customer Retention Specialist → Subject Matter Expert
Full Potential Solutions
2023.07 - 2025.04
Customer Experience Specialist
Percepta
2022.06 - 2023.06
Inside Sales & Retention Specialist
Multiple Services Equipment Co.
2018.10 - 2022.05
Delivery Coordinator & Customer Care Specialist
Olathe Toyota
2014.07 - 2018.10
Education & Exhibits Coordinator / Executive Assistant
Missouri Independent Bankers Association
2010.08 - 2014.05
Certificate - Microsoft Office, Adobe Suite, Graphic Design
New Horizons Learning Center
High School Diploma -
James Bowie High School