Lisa Grimes Email & Phone Number

Raleigh, North Carolina, United States

Raleigh-Durham-Chapel Hill Area

• Within the Chief Customer Office, I co-designed award winning scalable digital strategies for the business utilizing social and digital data intelligence. With a focus on the B2B customer’s voice, I was able to.
• Developed and launched a Social VOC program blending social and digital data with traditional voice of customer (NPS) survey driven data.
• Created the first ever Social/Digital NPS Scoring system.
• Designed and implemented an advanced process and approach to differentiate B2B customer conversations from B2C in the social and digital space.
• Consulted with executives and senior leaders to develop digital strategies focused on business outcomes.
• Designed crucial research processes using both structured and unstructured (digital) data.

Raleigh, North Carolina, United States

• As the Social Media Listening Lead, I developed marketing strategies utilizing social media and digital data to frame marketing campaigns and plan Tier 1 events.
• Partnered with Dell’s Executive Security Team designing and implementing automated process monitoring social and digital conversations pertaining to potential threats and or rising crisis’ for the Dell Brand, Dell.
• Developed and implemented early warning process utilizing social and digital conversations to shift from a reactive approach into a proactive data driven processes.
• Assessed, Triaged, Mitigated and Managed Executive Escalations working directly with Dell Executives.
• Traveled and attended over 100 conferences globally as a Speaker, engaging and educating customers on how Dell uses Social Media internally; this included holding Q&A and best practice sessions on how the customer can.

Round Rock, Texas

• As Manager of the Social Media Listening Center for Dell, I drove cross-functional teams to deliver innovative programs across B2C and B2B customer service and operations, delivering a high-performing remote and.
• Program Developer Social Media Outreach – Developed and Launched @DellCares, servicing customers in social channels delivering 99% resolution and high satisfaction. – Social Servicing evolved into a viable channel.
• Co-founder - Dell’s Global Social Media Listening Command Center, supporting 11 languages. o Developed global training program to ensure 24/7 coverage o Program recognition: Altimeter’s Open Leadership Award 2010, ABA.
• Designed mobile version of the Social Media Command Center, launched in 9 countries and 14 languages, used major events, conferences and customer sites globally.
• Assisted with facilitating #DellCap Days with key social influencers actively engaging clients on the Global Social Command Center design, resulting in the program becoming an industry best practice.
• Developed QMP (Quality Management Program) designed to monitor branded employee accounts in social to ensure all accounts remained compliant within the FCC guidelines.

Round Rock, Texas

Tested and Launched new non-traditional sales queues globally utilizing online chat ensuring sales objectives were met while maintaining above average CE scores and a Winning Culture mindset.Traveled to Hyderabad, India for 6 months where I developed and delivered sales training for sales agents and Sales Managers.

Nashville, Tennessee, OKC And Round Rock, TX

Inbound Sales agent, Sales Coach and SR Sales Manager worked at three different locations to share best practices. Multi award winning sales agent and Manager from MVP Award to CE Legend Award.

Wintergarden, FL

Roles and responsibilities included: Managing the day to day scheduling and operations of the business; Proof reading, editing and formatting documents; Desktop Technical support; Sales and Sales Management; Computer repair; Networking installations;