Deana Lisi

Empathetic Customer Service Agent known for high productivity and efficiency in task completion. Skilled in conflict resolution, effective communication, and customer relationship management. Excels at active listening, empathy, and problem-solving skills. Committed to providing exceptional service and support with every interaction.

CUSTOMER CARE ADVOCATE at METLIFE (2025-05 – 2025-11)

• Remote position addressing customer policy concerns for Defined Benefits and Group Term Insurance.
• Developed detailed knowledge of company products, services and policies.
• Tracked key performance indicators such as average handle time, first contact resolution rate.
• Facilitated superior customer experience by addressing customer concerns and immediately resolving problems.
• Navigated multiple computer systems and applications and utilized search tools to find information.

MEMBER SERVICES COUNSELOR at AAA NORTHEAST (2021-12 – 2024-05)

• Remote position placing service calls for roadside assistance.
• Processed payments.
• Built and maintained customer relations by providing high-quality services.
• Answered inquiries and provided information to members regarding services and products.
• Navigated multiple computer systems and applications and utilized search tools to find information.

SERVICE COORDINATOR/MANAGER at CONTINENTAL ENGINEERING (2013-10 – 2018-10)

• Dispatched technicians to service calls.
• Provided excellent customer service to clients and colleagues using strong communication skills.
• Assigned work to employees based on material and worker qualifications of specific jobs.
• Submitted reports and review reports and problems with superior.
• Managed inventory levels.

ADMINISTRATIVE ASSISTANT at APPLIANCE DOCTOR (1996-03 – 2013-08)

• Processed purchase orders and invoices.
• Answered customer calls for service and scheduled service calls with multiple technicians.
• Created, maintained and entered information into databases, with accuracy and attention to detail.
• Maintained office/parts inventory.
• Performed daily cash management activities, such as preparing deposits and reconciling accounts.

HIGH SCHOOL IN DATA PROCESSING in Data Processing – WILLIAM M. DAVIES JR. CAREER & TECHNICAL HIGH SCHOOL (1996-06)