Lisa Ramirez Email & Phone Number

Schaumburg, Illinois, Us

At Charles Industries, An Amphenol Company in Schaumburg, IL, where I've been thriving since 2023, I've taken the helm as Director of Sales Operations. Here's how I've been making waves:🌟 I play a pivotal role in steering both the Customer Service and Technical Support units across Illinois and Mexico towards operational excellence, propelling the customer experience to unprecedented levels. I'm the linchpin that seamlessly blends customer needs with our business strategies, ensuring that the sales department and internal teams move in harmony, all while being a steadfast advocate for our customers.💡 I've transformed customer loyalty into an art form by building unbreakable bonds and proactively addressing any concerns, all under my watchful eye. Leading a vibrant team of two direct and nine indirect reports, I've cultivated a space where collaboration and efficiency aren't just encouraged; they're the norm.🔧 I spearheaded a groundbreaking overhaul of the sales operations structure in Mexico, launching us onto the global stage and enhancing support for our international clientele. This bold move not only saved us $50K in annual personnel costs but also allowed us to expand our team without dipping into extra funds.📈 With an eye on the future, I crafted and executed a daring 5-year sales operations blueprint that's perfectly in sync with our key milestones. This strategy has turbocharged organizational efficiency and refined our processes, redefining the gold standard for operational excellence.🎓 I introduced an all-encompassing training regimen and set in motion targeted programs designed to boost the skills and performance of our Customer Service and Technical Support teams. This initiative has raised the bar for service quality and team expertise.🤝 I've reimagined team dynamics and the onboarding process, optimizing resource allocation and smoothing the transition for new hires. This has significantly increased our team's output and unity.

Espelkamp, De

During my tenure at HARTING USA in Elgin, IL, from 2012 to 2023, my journey culminated in a pivotal role as Sr. Director of Customer Success from 2022 to 2023. Here's a snapshot of my contributions and the transformative impact I made:🌟 In collaboration with leadership, I was instrumental in devising and executing a forward-thinking customer success strategy. This blueprint was designed to amplify customer centricity and fuel revenue growth by fostering seamless cross-departmental synergy. I embedded a customer-first philosophy deep within the company's DNA, acting as the internal voice of our valued customers. My focus was to ensure a harmonious alignment of people, processes, and technology with the core tenets of customer success.💡 I led the charge for the Customer Relations and Strategic Account Services teams, guiding them in delivering top-tier pre- and post-sales support and strategic account management. My leadership was defined by a commitment to excellence and an unwavering focus on the customer's journey and satisfaction.🔧 I took the initiative in championing system automation projects that transformed our operational landscape. Through these initiatives, we successfully doubled our digitization and automation rate from 40% to over 80%. This pivotal enhancement not only streamlined our processes but also paved the way for scalable growth without the need to increase our headcount.

Espelkamp, De

Elevating my journey at HARTING USA to the role of Director of Customer Success from 2019 to 2022, I embarked on a mission to redefine what success means from the customer's perspective. Here's how I led the charge:🔗 I forged strategic partnerships with Marketing and Global teams to design a comprehensive digital customer journey. This initiative was aimed at elevating the customer experience through thoughtful digital engagement, making every online interaction seamless and impactful.🔍 Annually, I led customer success audits to ensure every department remained in lockstep with our customer success KPIs. These audits were crucial for fostering a culture of continuous improvement, always keeping the customer's best interests at the forefront.📊 I spearheaded the launch of a yearly customer satisfaction survey, which was instrumental in establishing customer service organizations across the US, Canada, and Mexico. This initiative was pivotal, especially as we navigated the complexities of a North America rollout on the cusp of COVID.🌱 By partnering with HR and senior leadership, I embedded customer success principles right from the recruitment phase. This strategic move ensured our culture of customer-centricity began on day one for every new team member.💼 I had the privilege of serving as the Executive Sponsor for the ERP system upgrade to SAP S/4 HANA. Leading a dedicated project team, we ensured a seamless live implementation by focusing on comprehensive training and detailed documentation of critical processes. This transition was executed flawlessly, with zero negative impact on our customers.📈 I designed and implemented strategies for recruitment, training, professional development, and performance management. These efforts built a team not only highly satisfied and effective but also poised to meet and exceed sales goals and support organizational expansion.

Espelkamp, De

My journey at HARTING USA took an exciting turn when I was promoted to Global Customer Service Manager for the Americas between 2017 and 2019, building upon my diverse experiences from 2012 to 2017. Here's a glimpse into how I left my mark:🌍 I was at the forefront of shaping our global customer service strategy, laser-focused on elevating the customer experience to new heights. 💡 My commitment to innovation and continuous improvement set the stage for HARTING to deliver world-class service across all regions. I was instrumental in pioneering initiatives that not only enhanced our service delivery but also set a new benchmark for excellence in customer service.🌎 Representing the Americas in a global team of seven, I passionately advocated for the implementation of uniform customer service standards and processes. My efforts ensured that the voice of the Americas was heard loud and clear, influencing global strategies and fostering a cohesive service experience across our global footprint.🛒 I collaborated closely with global leadership to launch the "My Harting" global eCommerce B2B platform for the Americas. This was more than just a project; it was a transformative initiative that streamlined efficiencies and shifted our focus towards value-added customer service activities. Through this, we were able to offer our customers a seamless and intuitive online experience, further solidifying our commitment to their success.📊 I spearheaded the implementation of PowerBI within the Americas region, a move that revolutionized our approach to data analysis and customer service. By developing comprehensive dashboards, we were able to respond to customer emergencies with unprecedented speed and proactivity. This initiative not only improved our account management capabilities but also set a new standard for data-driven customer service, encouraging its global adoption within HARTING.

Espelkamp, De

Established and promoted excellent customer relationships to assist customer in an efficient, focused and flexible manner. Supported sales initiatives through customer relationship building efforts. Supported project based sales by tracking job costing. Acted as single point of contact for internal and external customers in execution of the order to cash/SCM processes. Understood customer and product sales availability/constraints, and logistics and other operational processes.• Developed and maintained excellent customer relations. Assumed ownership of customer orders, issues/requests and worked with appropriate groups to resolve any customer concerns. Followed up with all involved parties to insure satisfactory resolution to customer issues/requests.• Reviewed orders to insure accuracy with respect to products, pricing, terms and shipment information. Tracked customer orders for timely delivery. Evaluated errors and corrected and/or escalated where orders will result in compliance violation and/or charge from channel partner.• Managed sales orders, returns, credits and other necessary transactions to execute sales processes. • Utilized reporting tools (BI) and Excel to create and edit queries and evaluate POS, sales history, allocations, inventory, and other data to analyze order fulfillment against business plans. • Created audit report using BI to make sure order entry department was compliant with Sarbanes Oxley. • Ensured all orders met internal audit and policy requirements.• Recommended and implemented process improvements to improve customer satisfaction and profitability.• Provided technical support to McDonalds on ordering system.• Special Projects – Comply with Sarbanes Oxley for audits; Transition from FSO I to FSO II (SAP upgrade); and Use SOX for Mid and Year End Internal Audits