Lisa M Lemke Email & Phone Number

Johns Creek Georgia

Greater Atlanta Area

Led technology operations for the Southeast region. Delivery excellence, Total Customer Satisfaction and escalation management.

Southeast U.S. Region

Led a team of Account Delivery Managers supporting a $42M portfolio of enterprise accounts. Responsible for delivery excellence, P&L management, Total Customer Satisfaction, revenue and margin attainment and escalation management.*Year over year track record of achieving revenue targets and exceeding gross margin goals.*Mid 90's net promoter scores*High 90's Total customer Experience scores*$9M in additional revenue achieved in one year through project to refresh aged customer hardware*10-15% actual performance above plan of record for each account in portfolio*Instrumental establishment of off-shore support team--selection, training, ongoing mentoring*Deployments consistently brought in under budget and ahead of schedule.

Greater Atlanta Area

Leadership and program management for all aspects of remote deployment including process development, refinement and goal setting. Met deployment, financial and TCE goals. *27% cost reduction in support costs*14% increase in number of deployments eligible for remote implementation.*Established and refined process guidelines.*Highest voice of the workforce survey scores from employees in organization.

North America

Creation and ongoing management of North America Deployment support center. Managed a team of 25 agents in two countries supporting call receipt, call dispatch, case scheduling and invoicing for the US and Canada. *$5M in additional revenue achieved in one quarter by closing over 8,000 backlogged service events, ending the fiscal cleanly for the first time ever. *Forged strong relationships with field partners and integration center.

Greater Atlanta Area

Led cross-functional team of technical and administrative staff supporting all responsibilities for Chicago, Great Lakes and Englewood regions. Managed call creation, technical troubleshooting, parts predict, dispatch, call closure and invoicing.