Lisa Espinosa Email and Phone Number

Responsible for all Business improvement, process and product initiatives for the Viator Customer Service business - Successfully worked with the product and engineering teams to migrate the business to Salesforce - Salesforce certified Administrator - Effective translator between technical and non-technical teams - Evaluated data, utilized data science teams and key objectives to create projects and set priorities - Migrated all inbound social avenue from Social Studio to Sprout - Worked with multiple routing tools in Salesforce - Continual focus on improving processes, driving efficiencies and creating measurable financial results - Facilitated and automated an agent feedback program - Drive UAT in Salesforce sandbox environments - Data analysis of all aspects of the business to drive current and future projects - Collaborate with offshore contact centers

-Responsible for managing and training Customer Service, Estimating and Accountingteam members-Analyzed procedures and workflow of the division, and recommended improvements insuch areas as purchasing, accounting, budget development, and administration-Managed projects and requirements for agents and customers-Increased job and invoicing accuracy which led to increased profits-Utilized data from previous jobs to increase gross profit margin by 82% annually-Worked with production team to implement processes that improved productivity