Lisa Hamlett Email & Phone Number

Tucson, Az

- Collaborated with Knowledge Base (KB) Management in updating and creating internal and customer-facing Knowledge Base articles based on priority- Assisted with full revamp of internal KB’s after migration from ZenDesk in 2023- Ensured articles were formatted consistently, tagged with keywords, and Alt Text added to images for text reader compatibility- Responded to and documented questions, technical issues, and feedback via phone, email, social media, chat, and Slack using brand voice

Tucson, Arizona

- Subject matter expert in QuickBooks Online (QBO), QBO for Accountants, Intuit Online Payrolls, and Merchant Account Services- Promoted to Tier 2 Support in 2012 and assisted with contact center launches- Monitored agent phone calls for quality assurance, coached agents, and collaborated with management to set and assess projects- Researched a plethora of subjects including: software issues or settings which impacted product performance, bug tracking, and tax miscalculation- Entered product escalations into Jira and collaborated with Tier 3- Selected for projects and tests for system launches including Interactive Intelligence (ININ), Salesforce, and QuickBase

Scottsdale, Arizona

- Verified applicant tax forms (W-4 Form, State Tax Forms, and I-9 Form) and new hire paperwork for accuracy and completion following HIPAA privacy guidelines- Provided information regarding company policies, history, training, and scheduling - Received, organized, responded, and followed through on applicant inquiries, questions, and issues through ticketing system, telephone, and e-mail- Identified applicant concerns and needs, emphasized, informed, resolved, or escalated issues appropriately- Heavy filing, data entry, receptionist duties, and paperwork verification

Tempe, Arizona

- Outbound and inbound admissions call center representative responding to inquires placed by potential students, handled 500-600 calls per day, and documented legibly through a ticketing system- Provided professional and friendly customer service to potential students- Overcame objections by potential students and third parties as defined by company policies - Diffused and escalated calls to appropriate departments or supervisors

Tempe, Arizona

- Trained new staff on business practices , procedures and daily operational tasks- Answered questions, verified customer satisfaction to ensure retention, and cashed out payments