Lisa Dulay Email & Phone Number

Waco, Texas, Us

Neighborly is the world’s largest home services franchisor, focused on repairing, maintaining, and enhancing homes and businesses.

Columbus, Oh, Us

While I do not profess any expertise in soccer or basketball, I do excel in creating a lasting experience for the athletes through aggressive cheering, deep movie and actor conversation, and professional hugs of adoration.

Hoffman Estates, Us

Hoffman Estates, Us

TransformCo manages and operates over $2 billion of home improvement services and warranties. Our team provides strategic revenue optimization opportunities and efficiency gains through analysis of company sales, operations, and programs for all business concepts. We provides definition, structure, implementation and tracking of programs integral to the success of each division and their respective customer. Our team works cross functionally to leverage our customer base, service offering and technology platform for program development and successful execution.

Dublin, Ohio, Us

Signature Worldwide is a training solutions provider that specializes in customer service and sales. The companies that hire us recognize they have a challenge in that area and are looking for a solution. What makes Signature unique is our methodology. We believe training is a process not an event. We design training with an ongoing reinforcement process to ensure that training sticks. Ultimately, we believe training can and should be fun!

Westerville, Oh, Us

Perceptionist is an outsourced service solution call center focused on capturing incremental sales opportunities for organizations through integrated telephony and technology solutions.As a Partner at Perceptionist, I spent nine years leading the company from a 5-person startup to over 50 employees and 1,000 customers. I oversaw performance and strategy of all operational and account management departments for revenue growth attainment. This included developing key initiatives for product and program implementation; managing relationships with key customer accounts and partnerships; evaluating pricing strategies, customer usage, and client satisfaction.Growth for our company came through key partnerships with corporate and franchise offices where we developed many programs that focused on implementing programs to grow revenue. As an example, our program research and implementation of internet leads led to the creation of technology to contact leads immediately after submission and create a ten fold increase in close rates.

Westerville, Oh, Us

Manage operations, account management and on-boarding activities to ensure operational efficiency and client satisfaction.Created turn-key activation process: • Decreased time to activate new clients from 7 days to 24 hours. Led to an increase of clients activated per month from a record of 10 to an average of 50 utilizing equivalent staff resources.• Increased cash flow and achieved record revenue months.Played integral role in changing business focus from answering service to sales support organization:• Increased average revenue per call from less than $1 per call to an average of $2.25 per call,• Decreased customer cancellation rate from 5% to less than 1% per month by implementing standard account management and operational processes, and• On-boarding of largest client and increase of customer base by 28% in three months.Increased average phone minutes per FTE from less than 120 minutes per day to an average of 300 minutes per day while maintaining abandonment rate and average time to answer.Successfully outlined, tested, and implemented custom system changes and upgrades to accommodate directional change in business.

Led operational unit of largest subsidiary company, MedCost Recovery, a claim recovery business for large insurance providers. Responsible for restructuring and development of business unit that identified and recovered more than $100 million lost to payment errors. Managed nationwide team of auditors.• Reduce review process from four steps to one. Resulted in ability to submit recoveries to the client one month earlier and decreased labor costs.• Worked with cross functional departments to double client recovery submissions in nine months. Prioritized highest yield plan, provider, and algorithm combinations and eliminated lowest yield categories. Concurrently increased revenue by >100%.• Increased accuracy of work from 40% to greater than 90% through client and reviewer feedback loop, technology enhancements, and new recovery test process. Allowed for migration to “Pre-Validated” status with client.

Express-Med was a medical supply company specializing in the delivery of chronic disease supplies and medications directly to customers. Ranked #110 on the Inc. 500 list in 2000 for three-year growth of nearly 2,000%.Directed activities of sixty associates in diabetes customer service, incontinence customer service, acquisition integration, and distribution center via one manager and five supervisors. Responsible for overall revenue and EBIDTA performance for largest product lines. Assisted with strategic planning including marketing and potential acquisition targets. Achieved revenue, cost of goods, and order forecast targets.

Managed advertising and outbound sales activities of twenty staff members. Responsible for creative development, media planning, tradeshow coordination, budgeting, and new customer forecasting and achievement. Increased customer base by over 20,000 new customers per year to achieve Business First Fast 50 award for fastest growing company in Central Ohio in 1998.

Bachelor'S Degree, Marketing

Master Of Business Administration (M.B.A.)