Lisa Thompson Email & Phone Number

Carroll, Iowa

• Led Customer Service vertical for Project Genesis which was a multiple year business transformation project replacing a custom front office legacy system and JD Edwards back office system.
• Worked with internal and 3rd party IS project teams and the business unit to help gather business requirements to aid in the design and development of software applications.
• Developed detailed business user requirements, system documentation, and workflow procedures.
• Drove business process and decisions to ensure adherence to Commercial Off-The-Shelf (COTS) and best in class project methodology.
• Performed analysis and evaluation of options, alternatives, and system capabilities.
• Assisted with the creation of training material.

• Responsible for driving achievement of assigned goals, metrics and key performance indicators.
• Coached and developed a team of supervisors.
• Ensured subordinate supervisors developed strong teams.
• Directed all function-related activities within the scope of the operation. Defined and recommended objectives, developed short and long term plans and programs to support company goals and budgets.
• Reviewed performance against plan and approved changes in direction as needed.
• Ensured continuous review and analysis of processes and procedures to identify and implement operational improvements to enhance efficiency and customer satisfaction.

• Supervised, coached, monitored, advised and provided feedback to associates to achieve individual, as well as department goals and metrics.
• Engaged customers directly as needed to resolve escalated service issues or facilitate customer retention.
• Maintained staffing, scheduling and distribution of assignments/projects to meet department needs.
• Ensured accurate associate data files, including payroll, personnel and performance.
• Implemented policies and procedures and recommended new approaches to drive continuous improvement.
• Conducted interviewing and hiring.

• Supervised, coached, monitored, advised and provided feedback to associates to achieve individual and department sales goals.
• Implemented policies and procedures and recommended new approaches for continual improvement in department sales.
• Ensured accurate associate data files, including payroll, personnel and performance.
• Maintained staffing and scheduling to meet department needs.
• Calculated monthly commissions.
• Created motivating monthly as well as daily contests.

• Trained new hires.
• Coordinated and conducted on-going sales training.
• Monitored the progress of the representatives.
• Acting supervisor in the absence of one.

• Processed credit cards.
• Compiled, faxed and mailed customer fulfillment.
• Department scheduling to meet departmental needs.
• Provided administrative support to a department of 50 associates.

• Took inbound service calls.
• Resolved service issues for customers and technicians.
• Assisted customers with interpretation of contract coverage.