Lisa Ingram Email and Phone Number

•Utilizes extensive knowledge of designing, building and implementing communities with a proven track record of measuring outcomes and successes.•Employs industry knowledge, best practices, and engagement strategies specific to digital platform based communities.•Strong ability to balance and prioritize multiple initiatives.•Built playbooks for the community program to enable effective training of community management processes, procedures, and operating processes.•Own business outcomes by working with internal marketing, sales, technology, and compliance leaders to drive community programs, adoption, and standards.•Driving strategic alignment by understanding partner objectives, advising on necessary programs to achieve success and providing value to company-wide goals.

● Manages multiple product managers, programs, and products providing an omni channel experience with both internal and externally integrated products.● Partners with Product and Engineering leaders and teams to drive project planning, execution, productivity, and communications through feature/product release.● Manages internal and external community strategies along with UI/UX professionals focused on community implementation, improvements, and enhancements. ● Personally lead transformational initiatives and was accountable to the effective delivery and performance of those initiatives through their lifecycle.● Consults on industry best practices and implementation for client communities.● Owns business outcomes by working with marketing, sales, engineering, and compliance leaders to drive community programs, adoption, and standards.● Driving strategic alignment by understanding partner objectives, advising on necessary programs to achieve success and providing value to company-wide goals.

● Certified Community administrator and manager focused on growth, engagement and building a strong moderation team for the technical support-based Samsung Community.● In depth data analysis to identify key impacts to customer interactions including consistent management and building of ad-hoc reports. ● Implementation of workflow, escalation tracking, and proactive plans for product releases.● Reporting on performance and communicating volume drivers to executive management.● Conducted quality certification and calibration for vendors to align with company expectations.● Created and directed Community Moderator training, productivity goals, and new program initiatives including the growth and development of the Community as a whole. ● Acted as the point of contact for escalations on Social Media and Community channels. ● Monitored interactions for agent adherence to policy & procedure and to ensure continued excellence in issue resolution with a strong emphasis on customer satisfaction. ● Drove new strategic initiatives, policy, and procedures to improve customer experience.● Remapped Social and Community program use of Khoros platforms including tagging, routing, workflow, dashboards, smartviews, analytics, and process changes.

• Created documentation for Tier 3 agents globally on policy, process, and procedures with the purpose of improving agent productivity, confidence, and consistency. • Acted as Skype subject matter expert over all global sites for account and technical issues. • Created, delivered, and implemented training globally in virtual and classroom settings. • Fraud investigation, providing data analysis regarding agent and consumer activities based on created and existing reports. • Investigated internal and vendor reported incidents of theft and vulnerability in the business. • Ensured compliance with policy while identifying risk both with process as well as in the services and applications themselves. • Communicated with engineers, vendor sites, tool architects, and executive level management to resolve found issues.

• Delivered support assistance to consumers, small and medium businesses, and developers. • Provided non scripted troubleshooting of critical technical, account, and billing issues via phone, e-mail, chat, forums, and social media for OneDrive, Office 365, Outlook, Skype, MSN, and Hotmail.com.• Communicate effectively with varying audiences globally from consumers, technical engineers, developers, tool architects, as well as executive-level management. • Moderated Microsoft communities for issue tracking, trend reporting, and resolutions. • Participated in fraud investigations as necessary; reporting, and taking appropriate action on accounts as needed across multiple lines of business• Delivered existing training materials for cross training purposes across multiple departments• Employed effective intra-office and inter-group communications while maintaining confidentiality and security.

• Monitoring and driving production and productivity of the Tier 3 Resolve team through case management, daily reports, and agent coaching. • Supervised and assigned workload of agents and quality checked case work. • Worked Tier 3 executive level global service requests for immediate resolution. • Maintained, created and delivered training classes and documentation utilizing technical writing skills to adapt and create documentation for process and procedure. • Created new reports to analyze productivity and agent performance to achieve corporate goals and objectives. • Maintained and updated monthly, quarterly, and yearly business reports.

• Scheduling tasks on a weekly basis to meet execution objectives for merchandising goals in assigned territory. • Utilizing skills to effectively communicate with store personnel regarding goals, sales activities, promotions, and client/sales plan objectives. • Independently responsible for accurately planning, reporting, and reviewing work while providing excellent customer service.• develop a professional working relationship with store management, associates and other merchandising companies.

• Manage store operations including cash handling and transporting daily bank deposits. • Making collection calls to recover funds from past due customers.• Inventory management including ordering supplies and ensuring pricing accuracy.• Reading and following plan-o-grams for product resets. • Light to moderate facility maintenance.• Marketing and sales. • Legal paperwork involved in conducting on site auctions. • Executing lease agreements.

• Independently responsible for receiving, recording, and managing all refinance contracts, checks, and original titles • Created and managed spreadsheets recording all documents. • Created a filing system for all new documents • Wrote the policies and procedures for the position. • File management, labeling, researching and updating customer information.• Upholding confidentiality and protecting customers’ personal information. • Regularly quality checked and trained peers on processes across departments.