Lisa Baird Email & Phone Number

United States

Columbus, Ohio Metropolitan Area

Monitored internet service orders from entry to activation. Managed all order fallout, ensuring service installation was on track with customer commit date. Partnered with various internal/external teams to resolve order issues and stayed up to date on emerging trends in automation, to allow for adjustments in work processes. Proactively delivered order.

Columbus, Ohio Metropolitan Area

Managed complex technical product orders from order entry to installation. Partnered with sales professionals and customers to confirm contractual product, pricing and technical requirements. Functioned as point of contact for sales, customers and network provisioning.Established new customer accounts with promotions as necessaryAccurately submitted orders.

Reynoldsburg, Ohio

• Supported executive, cross-functional and field leadership partners with customer experience survey program and reporting for over 1600 stores. Worked closely with survey vendor (SMG), internal technology partners and.
• Delivered all monthly and ad-hoc survey reporting for key brand initiatives and tests
• Managed all field and home-office user access to customer experience reporting site
• Created training and reference materials for field leaders
• Developed all communication regarding updates/changes to survey program
• Managed customer experience survey and reporting for in-house customer service team

Reynoldsburg, Ohio

• Maintained case and knowledge management systems for customer service team using Astute Solutions Software – ePowerCenter and RealDialog. Partnered with Marketing Team during inception of the Bath & Body Works Facebook.
• Partnered with cross-functional teams to ensure all product, policy and procedure information remained current in knowledge management system
• Created reports from case data regarding emerging customer trends and historical information in order to inform and influence management decisions
• Composed all customer-facing paragraph and letter templates used in case management system
• Handled customer escalations and agent questions when necessary

Reynoldsburg, Ohio

• Reviewed and edited all outgoing correspondence (up to 250 letters/day) for the customer service team. Recorded and monitored phone agents to ensure system accuracy and positive customer experiences.
• Managed fulfillment and documentation of all customer appeasement in terms of gift cards, checks, account credits and product shipment
• Tracked and ordered shipping and office supplies for department
• Developed call quality monitoring form and standards used to measuring agent performance
• Assisted customers and field associates via phone, email and letter
• Documented all details of customer inquiries in case management system

Bachelor Of Arts (Ba)

Education record