Lisa Rosenfeld Email and Phone Number
Executive/Senior Manager of Training, Customer Services and Human Resources with extensive experience in the automotive industry. Proficient in Digital Learning platforms, Customer Satisfaction, Customer Retention, Team Building, and all areas of Strategic Human Resources. I build winning teams and passionate cultures in every role I hold.Highlights that speak to my strengths and skills include: ✓ Spearheaded retail and technical training and development initiatives across dealership network including technician recruiting, and leadership development, as Head of MB Training Academy. ✓ Championed and secured multimillion dollar annual budget to overhaul dealer training offerings by innovating a unique funding model throughout network. ✓ Boosted call center KPIs 50% year-over-year while reducing call volume 15%, improving all call center operations and ensuring Customer Experience OKRs are met across customer-facing lines of business. ✓ Owned strategic human capital and employee engagement development initiatives as CHRO, including talent and leadership, employee relations, compensation, benefits, succession planning, and executive development to achieve and maintain ranking on Fortune Great Places to Work list.✓ Innovated fully interconnected compensation, performance, succession, and bonus payout systems, improving overall team performance and morale while strictly controlling costs.Key Areas of Expertise: People Leadership | Process Improvement | Team Building & Development | Customer Services | Immersive Learning Talent Management | Communication | Call Center Management | Strategic Planning | Customer ExperienceHuman Resources | Digital Learning| Emotional Intelligence | Mediation | Compliance | Coaching & Mentoring
Msx International
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Senior Director, Strategic Partnerships North AmericaMsx International Sep 2024 - PresentDetroit, Michigan, UsOversee strategic business development initiatives by evaluating market opportunities, forecasting sales, and monitoring customer needs. Relationship leader with responsibility for thought leadership, growth, design and innovation for luxury brand clients. Collaborate to develop custom solutions and advance ongoing programs ensuring alignment with customer requirements on both a business and technical level across the North American market.
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Director, Customer Insights, Cac And Training AcademyMercedes-Benz Usa Dec 2022 - Jul 2024Atlanta, Ga, UsManage Customer Assistance Center and Retail Training areas to create strategies and actions throughout the organization designed to deliver an exceptional customer experience. -
General Manager, Mercedes Benz Training AcademyMercedes-Benz Usa Dec 2018 - Dec 2022Atlanta, Ga, UsOversaw all US dealership Retail and Technical Training, Technician Recruiting and Leadership Development. Designed and deployed curriculum to support over 33,000 users both in-dealership and across 5 campuses through a training team of over 90 professionals. Ensured Digital platforms are extensively utilized in the Learning Journey to ensure maximum content retention with minimal time off the job.
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General Manager, Customer Assistance CenterMercedes-Benz Usa Jan 2015 - Dec 2018Atlanta, Ga, UsDirected developed and implement all policies and programs to support the corporate strategies and objectives relative to activities at the Customer Assistance Center in the areas of Customer Advocacy, Roadside Assistance, Customer Care and Business Development. Ensured exceptional effort made to delight the Customer at each and every point of individual contact with the Mercedes-Benz Brand.
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Head Of Service Product ManagementMercedes-Benz Usa Jan 2013 - Dec 2014Atlanta, Ga, UsExpanded dealer After-Sales business through development and implementation of strategic programs such as Express Service. Drove technological solutions in the service drive through handheld devises and on-line tools. Managed Certified Collision Program for US operations and oversaw Service Contract business including Pre-paid Maintenance and Extended Limited Warranty portfolios at the Manufacturer level.
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Chief Human Resources OfficerMercedes-Benz Usa Sep 2006 - Jan 2013Atlanta, Ga, UsResponsible for directing the strategic development of Human Capital and Employee Engagement programs including the design of Human Resources policies, talent identification programs, employee and labor relations management, compensation, benefits, succession planning and employee and leadership development for North America and affiliate business units.
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Department Manager Employee Relations And HrisMercedes-Benz Usa Jan 2003 - Sep 2006Atlanta, Ga, UsOversaw Employee Relations activities for all North American facilities. Ensured effective union avoidance strategies in all hourly locations and that the organization was in full compliance with appropriate Federal and State laws and regulations.
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Department Manager, Hr Planning & Process DevelopmentMercedes-Benz Usa Dec 1999 - Jan 2003Atlanta, Ga, UsManaged HRIS project team to implement PeopleSoft platform through workflow processes and user needs analysis, determining project plans and reporting requirements, and setting goals and benchmarks. Oversaw development initiatives including succession planning, high potential identification, 360-degree feedback and annual resource planning process.
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Manager Payroll And Financial SystemsPace University Jan 1998 - 1999New York, Ny, UsOversaw all aspects of faculty and staff payroll and tax management through associated systems. -
Assistant Director Of Compensation And HrisPace University Jan 1996 - 1998New York, Ny, UsOversaw salary and bonus planning; pay range design; job description management, job evaluation and all aspects of College and University Association (CUPA) contract administration.
Lisa Rosenfeld Education Details
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University At AlbanyHuman Resources Management/Information Systems -
University At AlbanyBusiness Administration: Finance & Marketing
Frequently Asked Questions about Lisa Rosenfeld
What company does Lisa Rosenfeld work for?
Lisa Rosenfeld works for Msx International
What is Lisa Rosenfeld's role at the current company?
Lisa Rosenfeld's current role is Dynamic customer experience advocate who drives success through leadership expertise in Talent Development and Training, Customer Experience, Call Center Management, Human Resources and business growth..
What schools did Lisa Rosenfeld attend?
Lisa Rosenfeld attended University At Albany, University At Albany.
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