Lisa Winters Email & Phone Number

Portland, Or, Us

Portland, Oregon, United States

Created org’s first helpdesk and support ticketing system in Zendesk, establishing ticket handling procedures, SLAs, and internal guide to ensure swift internal adoption and ramp-up time, dramatically increasing efficiency.Boosted product adoption up 70% by crafting a new video enablement initiative and codifying onboarding process to a team of 6 CSMs, ensuring completed onboarding within 60 days.

Portland, Oregon, United States

Oversaw 300 SMB North American Accounts representing $1M in ARR, managing them through the post-sales journey from onboarding, complex configuration and implementation, multi-location training, and upselling.Personal 7% churn rate for SMB and Mid-Market clients attained by leveraging product knowledge and growing relationships with business owner and COO external stakeholders. Boosted company NPS to 37% through contribution of 70% NPS as Customer Success Manager.

Portland, Oregon Metropolitan Area

Boasted a 83% one-touch ticket rate by crafting customized video tutorials.20% increase in MQL over 6 months by advocating for and implementing a new, integrated bi-directional texting system. 90% of new clients on-boarded <60 days with enhanced training.

West Coast United States & Canada

Boasted a 83% one-touch ticket rate by crafting customized video tutorials.20% increase in MQL over 6 months by advocating for and implementing a new, integrated bi-directional texting system. 90% of new clients on-boarded <60 days with enhanced training.Drove 30% increase in market share for luxury optical goods in Western US and Canada.Managed 120 diverse, geographically dispersed SMB accounts representing $500k by designing a first-of-it’s-kind internal CRM.

Portland, Oregon, United States

Spearheaded the implementation of a leading-edge medical software system for practice management, insurance billing, and EMR. Designed and presented hands-on training curriculum and provided end-user support to ensure seamless operations and optimal levels of proficiency. Lead a team of engaged professionals in establishing an new market for the business. Deployed modern technologies to solve age-old problems of intra-office communications. Developed and established Trello and Slack to manage employee tasks, workflows, expectations, and increase accountability.

Portland, Oregon, United States

Drove 40% revenue growth through team leadership, inventory management, and excellent customer service. Analyzed market trends and KPIs to increase ROI for optical products. Developed internal process to increase excitement around new products and lens technologies and effectively communicate the value of new technology to clients. Drove employee development by providing training and tracking incentives. Introduced change management and process improvements to capture cost savings and increase organizational effectiveness.

Portland, Or

Employed attention to detail, technical optical skills, and consultive sales to sell, make, and fix glasses. Captured and retained expansive and long-term customer base with customized solutions to meet individual needs. Provided exceptional customer experience to increase brand reputation and increase local market share.