Elizabeth (Lisa) Arena work email
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Elizabeth (Lisa) Arena personal email
Elizabeth (Lisa) Arena phone numbers
I am a results and process-driven executive Customer Care leader with diverse experience driving transformative global operations, programs, and continuous process improvements to customer service departments servicing global clients. As such, I have in-depth experience driving significant results for startups in addition to established Fortune 500 organizations such as Gap, Discovery Channel, HP, and Autodesk. I am an expert in customer care standards and policy development, recruiting and training customer care teams, and aligning customer care with organizational goals. Moreover, I have demonstrated excellence transforming existing teams in addition to building cohesive new groups with the ability to scale systems from legacy to more modern and complex technologies. I have a well-established record of driving new market penetration and global revenue growth as an innovative leader.
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Vp Customer ExperienceAura Frames Nov 2019 - PresentNew York, New York, Us -
Senior Director, Global Customer CareAnki Apr 2016 - Sep 2019San Francisco, Ca, UsIn my most recent role, I was specially recruited to oversee strategic customer care as an operations leader in charge of ensuring highest quality care, issue resolution, and proactive problem solving. I leveraged expertise in policy development and deployment to systematically improve customer care delivery, train and mentor cross-functional teams, and manage operational budgets. I defined organizational structure and processes for the customer care program, implemented new technology solutions to streamline workflows, and aligned customer care with organizational goals.Several highlights include:• Drove a budget reduction equal to 4% of Net Revenue through effective resource allocation and program improvements.• Developed, hired and launched a Fraud Management program within the Customer Care department to reduce credit card and e-commerce losses by more than $400k.• Successfully maintained 93% CSAT while recruiting and retaining a high-functioning team.• Spearheaded three new product launches as a cross-functional leader and process innovator. -
Director, Global Customer SupportDxo Jan 2015 - Feb 2016Boulogne Billancourt, FrHere, I managed customer care programs for a French digital photography and image processing company. I established and built winning customer care teams as a coach, mentor, and trainer. I drove continuous excellence in customer voice and advocacy, implemented and improved business processes, and managed key projects to ensure the products met customer expectations. I gathered customer feedback and reverse logistics data to incorporate into ongoing product development and engineering and manufacturing improvements. Achievements include:• Conceptualized and launched a U.S. Customer Organization in support of the first DxO consumer electronics product.• Promoted to Global Head in recognition of excellence managing Customer Care teams and defining operations and business strategies.• Managed the development and implementation of risk management, training, and reverse logistics to the Customer Care organization.• Developed and launched innovative Help Center and problem management tools, including voice, chat, webform, and email functionalities for Customer Care agents. -
Director, Global Client SupportRichrelevance Mar 2012 - Oct 2014San Francisco, California, UsAt RichRelevance, I developed a Customer Care program from end-to-end for a personalization technology creating a seamless customer experience. I conceptualized and stood up the first Customer Support and Client Training organization for a successful startup focused on eCommerce web support and advertising. I created and launched a customer communication plan and comprehensive strategies to transform system from account executive reliance to a streamlined, centralized support model.Several achievements include:• Successfully established a centralized Customer Care program from the ground up, improving overall customer experience while lowering the cost of support.• Effectively monetized the new support model within the first two years, offering paid support program tiers with dedicated support agents.• Hired, trained, and mentored direct reports to establish product training curriculum for internal and external clients.• Drove the establishment of 24/7 escalation support, leveraging mock escalations and post-mortem process analysis.• Spearheaded an effective “Stop the Line” company initiative, including executive presentations and reporting during “All Hands” meetings. -
Head Of Customer ServiceSnapfish By Hp Jan 2010 - Mar 2012San Francisco, California, UsHere, I drove all aspects of customer service for a web-based photo sharing and printing service supporting global customers. I managed systematic improvements to an existing customer service framework with over 85 million registered customers and 20k+ customer service contacts per week. I gathered and reported on key customer insights as a Chief Marketing Officer liaison, led strategic planning for customer service operations, and oversaw cross-functional teams.Select highlights here include:• Created and launched a weekly customer support reporting system and led meetings with cross-functional teams.• Engineered, deployed and delivered a 36% increase in average order value by creating chat rules based on customer segmentation.• Reduced spend equal to 1% of Net Revenue and improved outsourced agent productivity to consistently meet 85% through a comprehensive restructuring of support operations and vendor management.• Oversaw B2B white box delivery for Walmart, Walgreens, and other major B2B customers. -
It Strategic Vendor ManagerAutodesk Mar 2008 - May 2009San Francisco, Ca, Us -
Senior Director Client ServicesPay By Touch Mar 2005 - Mar 2008Us -
Help Desk ManagerDiscovery Communications Nov 1999 - Jan 2004New York, Us -
Director Help Desk ServicesGap Inc. Jun 1987 - Mar 1999San Francisco, California, Us
Elizabeth (Lisa) Arena Skills
Elizabeth (Lisa) Arena Education Details
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Lamar UniversityLiterature
Frequently Asked Questions about Elizabeth (Lisa) Arena
What company does Elizabeth (Lisa) Arena work for?
Elizabeth (Lisa) Arena works for Aura Frames
What is Elizabeth (Lisa) Arena's role at the current company?
Elizabeth (Lisa) Arena's current role is Customer Experience Executive.
What is Elizabeth (Lisa) Arena's email address?
Elizabeth (Lisa) Arena's email address is li****@****nki.com
What is Elizabeth (Lisa) Arena's direct phone number?
Elizabeth (Lisa) Arena's direct phone number is +161737*****
What schools did Elizabeth (Lisa) Arena attend?
Elizabeth (Lisa) Arena attended Lamar University.
What are some of Elizabeth (Lisa) Arena's interests?
Elizabeth (Lisa) Arena has interest in Environment.
What skills is Elizabeth (Lisa) Arena known for?
Elizabeth (Lisa) Arena has skills like Business Process Improvement, Strategy, Management, Vendor Management, Customer Experience, Product Management, E Commerce, Saas, Start Ups, Crm, Cross Functional Team Leadership, Program Management.
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