Lisa Buckley Email & Phone Number

United States

Massachusetts, United States

Led the Marketing Operations Team and acted as consultant to contact center and technology in the design and implementation of the supporting platform to manage all customer voice, email and chat interactions (including Five9, Salesforce.com and TimeTrade). Salesforce.com Admin certified. Also acted as Compliance Manager.

Consulted across various contact center programs across industries. Clients included Xerox, Thomson Reuters, MasterCard, SPG Direct and Modern Marketing Concepts, Inc.Projects included:-Designed Performance Management System to align contact center resources, processes and technology with a customized set of performance best practices and KPIs aligned with business objectives-Established a Yield Loss based strategy to identify performance strengths and areas of opportunities-Managed various B-to-B outbound lead generation phone-based marketing campaigns -Supported clients with contact center vendor selection process (RFI, RFP)-Managed in-market outbound programs to ensure business goals are met (included agent training, performance management/quality, measurement strategies and tracking, results analysis)

-Designed a needs-based Solution Selling model for Customer Relations department-Developed client-facing product training used by Product trainers-Designed and facilitated training to 100 individuals across organization for new internal business process technology (order taking, workflow management and invoicing software)-Designed and developed an e-learning based client Certification program to certify clients (attorneys and paralegals)

-Managed various B-to-B outbound lead generation phone-based marketing campaigns-Supported contact center vendor selection process and managed all aspects of outsourced providers-Managed in-market programs to ensure business goals are met, including the design and development of scripting, agent training, performance management and results analysis

Boston, Ma

Supported Digitas clients’ (US & LATAM) with contact center management, consulting and organization. Work included the selection and management of outsource providers as well as the design and development of customer interaction strategies (call scripts, training, reporting, analytics) across voice, chat and email. Supported multiple accounts and industries, including retail, high-tech and airline (clients include Xerox, Delta Airlines, Pfizer, Terra Lycos, FEMSA, Motorola, AT&T and American Express)

Boston, Massachusetts, United States

Boston, Massachusetts, United States