Lisa Chandra Email & Phone Number

Sacramento, Ca, Us

Sacramento, California, United States

Leading the PMO, I develop and execute strategic continuous improvement initiatives, hire and empower a team of high-performing and experienced project management, business analyst, and product owner professionals, and improve customer experience across the organization. Support and prioritize complex portfolios of software, web development, and data projects. Drive a culture of continuous improvement within the PMO, identifying and testing potential tools and opportunities for optimization and efficiency gains, and ensuring best practices and process improvements are shared broadly. Develop and enhance project management methodologies, reporting, and templates to support project teams in delivering successful outcomes in project scope, schedule, and budget. Establish and enforce project governance standards to ensure consistency, quality, and compliance across all projects.

Rocklin, California, United States

Managed a team of leaders and quality specialists to deliver data-driven customer service insights and recommendations for various business functions. Designed contact center customer service monitoring program and processes. Hired and trained all department leaders and staff. Configured QA software platforms, wrote voice/text analytics queries, and designed CX and QA reports and dashboards using Engage, Nexidia, CXone, Satmetrix, Social Studio, and Salesforce CRM.  Surpassed QA, CSAT, NPS and VOC goals, decreased monitoring dispute rates by 40%, resulting in $40K in cost savings. Established and enforced quality assurance standards and governance policies across organization brands and markets, ensuring customer service accuracy, consistency, and security. Evaluated and implemented new analytics technologies and platforms to enhance the efficiency and effectiveness of data analysis and reporting. Tested CXone, Verint, and Five9 platforms to measure ability to deliver contact center goals. Received highest leadership promoter scores from Great Boss Survey, by exemplifying and executing DE&I initiatives. Developed and launched technical training coursework for 200+ contact center users and 3rd party vendors. Certified in Predictive Index. Organized and facilitated team-development and individual-contributor workshops.  Mentor in the Women in Leadership program.

Rocklin, California, United States

 Designed customer experience dashboards, reports, and analytics projects to uncover business insights, sentiment trends from customer loyalty and new product initiatives, online and instore experience feedback, and CSR training opportunities.  Collaborated with senior management and stakeholders to define analytics objectives, scope, and deliverables for strategic projects and initiatives. Mentored and coached junior data analysts on best practices, tools, and techniques for data analysis and visualization. Advanced computer literacy including knowledge of word processing, spreadsheet, database and presentation software, and data analytics and visualization tools (MS Excel, PowerBI, Tableau).

San Francisco, California, United States

 Designed and administered an Access database to successfully rename the company's product hierarchy and provide efficient reporting solutions outside of Teradata platform. Provided user training and ongoing user support for 3 years. Formulated pricing and promotional strategy, drove productivity, evaluated trends, and mitigated $10M in inventory risk in key drivers. Led successful launch of new product lines and shifted product mix to enhance profitability.  Achieved exceptional performance by surpassing budgets and financial forecasts for $400M and ¥150M businesses. Received 4 “Exceed” Awards for special projects work. Prepared and presented sales and inventory plans and forecasts to VPs, senior management and stakeholders.

Pleasanton, California, United States

 Analyzed sales and margin performance for Consumer Brands using Essbase, Hyperion, and SQL. Developed financial reporting tools and dashboards for headquarters and field teams. Leveraged external retail market intelligence and analysis data to uncover industry trends and opportunities for new product growth, placement, and pricing.  Identified and secured margin opportunity in Carbonated Soft Drinks category, valued at $200K. Developed training for new hires.

Hayward, California, United States

 Certified in Training Design and Development.  Project Lead for three technical training programs.  Designed and facilitated technical training coursework for five additional training programs.  Facilitated soft-skills coursework (such as DiSC) for new and current employees, at all levels of the organization.