Lisa Eldridge Email & Phone Number

Brooklyn Park, MN

• Create and execute strategy for how speech analytics and survey data is used to support and drive process improvement for retail contact centers
• Primary point of contact for contact center and vendor leaders for inquiries around call trends and data requests
• Create robust and actionable analyses to be used to help better coach and identify process improvement for internal and external contact center agents
• Provide data-driven recommendations to supported businesses to drive efficiency and mitigate expenses
• Create and execute on control plan to monitor and measure implementations based on recommendations

Brooklyn Park, MN

Brooklyn Park, MN

St. Louis Park, MN

• Travel Services (June 2013 - March 2014) ○ Supported reporting project which aimed to provide a solution to enable the business to measure and review business performance to control expense and reduce loss ○ Prepared.
• Contact Insights (March 2014 - October 2014) ○ Evaluated new social analytics tool for team ○ Tested new tools to make recommendations and owned creating documentation and best practices to support adoption

St. Louis Park, MN

• Demonstrated critical thinking skills by identifying unique guest situations and making decisions. Handled advice calls from other team members on guest resolution and research process. Responded to all written.
• Handled media sensitive or potential legal issues and situations that involve extensive research or partnering with key Target leaders.
• Developed subject matter expert of resolving guest concerns via social media channels. Monitored guest conversations and created and published social media posts to effectively respond to guest inquiries.

St. Louis Park, MN

• Effectively handled escalated calls from internal team members and/or guests to make supervisory decisions
• Proactively used various information sources to answer questions, identify problems and appropriately escalate issues for accurate resolution
• Ability to work in a multi-media environment (e-mails, phone calls, letters) and demonstrated ability to prioritize work

Roseville, MN