Lisa Odom Email & Phone Number

Jackson, Mississippi

Responsible for a team of 20 Customer Advocates responsible for the full support of both residential and business customers. This is inclusive of individual branch office locations across 3 states. The services supported were the Internet, POTS telephones, VOIP and Security. Responsibilities:o Cross functional collaboration with marketing, sales, network, telecom and hardware support. o Customer Advocacy / Team Development. o Review of new service orders to ultimately ensure quality work has been completed.o Customer journey support which includes, billing, troubleshooting problems, etc. o Daily engagement with field service technicians to work through potential barriers to success. o Ongoing quality assurance checks and customer feedback surveys (NPS – Goal -70) o Budget creation / adherence.

Ridgeland, Ms

Managed a team of Enterprise Solutions Advocates, Supervisors and Team Leads responsible for the technical and customer service support of Government and Enterprise accounts throughout Mississippi, Tennessee, Alabama and Louisiana. The support is inclusive of nationwide wireless network services, business solutions, and Internet/VoIP. Responsibilities:o Upsell and Troubleshoot account issues.o Cross functional support between the sales team, customers, IT Helpdesk and CS Support.o Systematic account creation.o Continual analysis of performance of company goals and our support of them. o Lead Call Center integration by continually identifying synergies.o Establishes and creates SLA’s, productivity standards for customer calls, on-line support, etc.

Jackson, Mississippi Area

Sr. Manager, Help Desk/Project Management2015 - 2017--Oversaw the 24 x 7 day to day operation of a Technical Help Desk responsible for inbound calls from North America and Canada in excess of 300,000 calls per year. --Managed a project that transitioned the Canadian CS calls from India to the United States. This increased the call volume by 10,000 calls per month.--KPI Management. --Managed the electronic/email support of between 40,000 - 50,000 incidents annually.--Lead a team of (2) Technical Leads, (5) Sr. Analysts and (30) Level 1 Analysts responsible for the support of 10,000 users and over 350 store locations, 4 corporate offices, 5 distribution centers, and 5 call centers. MGR, IT Hardware Support (Desktop/POS/Store Equipment)2009 – 2015 - Maintained the warehouse where equipment was stored and inventoried.- Led a skilled staff of 10 hardware support technicians responsible for the support of all equipment utilized and the companies' physical locations. To list a few, desktop support/POS/Scanners, Printers, etc. It also included the support of remote “home based” call center workers.- Support project teams for New Store openings, renovations, physical hardware upgrades and/or software upgrades, etc.Project Manager – IT 2006 – 2009- Worked as a member of team responsible for infrastructure upgrades to all of our Saks Fifth Avenue stores. - Worked as a liaison between the on-site store teams and the various IT teams (Applications, Networking, Server Support and Hardware Support) to ensure the new systems were secured and quality verified as we moved the store associates through the on-boarding process.Technical Help Desk Manager – IT2003-2006- Managed a 25-employee technical Help Desk. - Team supported the technical needs for the Saks Fifth Avenue & Off Fifth Avenue stores, all Corporate Locations & all DC's.

Jackson, Mississippi, United States

2001-2003- Led a team of Supervisors, Quality Assurance associates, sales support specialists, customer service and business retention representatives.

2000-2001- Managed a team of 30 employees skilled in sales and technical support of paging devices.

Jackson, Mississippi, United States

1999-2000 - Promoted to Division Manager - Call Center/Service Center - Major responsibility for overall management of a 150-seat call center operation staffed with 450 employees. This included the responsibility for 12 managers, an eight member quality assurance team, performance management issues, project management, staffing projections, scheduling, quality assurance guidelines, hiring and training. Included responsibilities with overseeing the global operation of three Allstate call centers utilizing an integrated virtual network. 1998 until Sept 1999 - Promoted to Support Center Manager. - Shared responsibility of managing a 150-seat call center operation staffed with 450 employees. Managed an eight member quality assurance team responsible for the training and quality verification of our employees. Also assumed additional responsibilities associated with starting a 550-seat call center in Southern California. Responsibilities included staffing analysis, establishing procedures for the day-to-day operation, training, scheduling, as well as a four-month assignment in California to help with the start-up activity.1990 until 1997 - Corporate Trainer. - Worked directly with and trained the agency force for twenty states. The training was to educate Allstate agents on the newly developed application software, Allstate billing structure and other office procedures. Additional responsibilities included project management specifically working directly with Home Office and individual regions on application testing for developmental purposes.

Associate'S Degree, Journalism

Bachelor Of Arts (Ba), English Language And Literature, General