Lisa Pappas Email & Phone Number

Washington Dc-Baltimore Area

• Manage Member Care support with a focus on ensuring quality support and donor stewardship for our members. Ensure monthly KPI goals are met and quality service is consistently provided to members for 100,000+ interactions annually.• Directly interact with Member Care Team Leadership and agents on a daily basis to ensure our Member Care team has the tools and support they need to successfully build and foster relationships with our members.

Washington D.C. Metro Area

• Manage Member Care support with a focus on ensuring quality support and donor stewardship for our members. Ensure monthly KPI goals are met and quality service is provided to members for 100,000+ interactions annually.• Led RFP selection for Member Care Call/Email support vendor to handle over 100,000 phone and email interactions with members annually – June 2019• Selected and supported vendor team who has consistently met or exceeded KPI goals for Service Level, Average Speed of Answer, and Abandon Rate for the entire partnership. This time frame includes an unexpected transition to working from home due to Covid-19 pandemic and maintained remote work by all team members since launch in Sept 2019.• Managed onboarding and training for new vendor and agents including developing training materials for future agent hires. • 61% of agents from onboarding remain on the team 16 months after launch • 91% of current agents have been with the team for year or more• Developed and implemented Sustainer Retention tools and techniques. Following training and implementation, monthly sustainer save percentages by this team increased by 200%-400%.

Greater Memphis Area - Remote Employee

• Developed, implemented and maintained numerous operational processes and created dozens of detailed, step by step instruction and reference tools which increased efficiency and improved quality and significantly increased security throughout the organization.• Initiated PCI Compliance Program including creating company's PCI Compliance Security Policy, initiating new hire and annual security and PCI training for employees, and ensuring PCI requirements are fulfilled for 9 merchant processing accounts, 3 physical locations, and over 100 employees.• Served as database manager for MCA&F's main database containing over 400,000 Member/Donor/Event Attendee records. Responsible for data hygiene, ongoing training and support for 51 active users, and database subject matter expertise for development, maintenance, and issue resolution of database related items.• Oversaw flow of information between Member/Donor/Event Database, Retail/E-Commerce Database and Website including working with colleagues and vendors to troubleshoot issues from a process and workflow perspective.

Quantico, Va

• Developed, implemented and managed diverse Member Services processes, policies, and procedures to increase efficiency and improve quality. Created numerous detailed instruction guides and reference tools and provided training to Member Services Representatives. Implemented single contact issue resolution program with 90% success rate. • Served as database manager for MCA&F's main database containing over 400,000 Member/Donor/Event Attendee records. • Developed and maintained dozens of detailed analytical reports for use in executive business planning. • Ensured monthly fulfillment and circulation of over 100,000 issues of Leatherneck and Marine Corps Gazette magazines. • Managed and trained a total of 8 Member Services Representatives with a focus on providing exceptional service to members and customers.

• Developed and maintained numerous operations policies and created dozens of job aids and reference tools to increase efficiency and uniformity of new account setup. This streamlined the account setup process and decreased rejection of submitted accounts by 20-30%.• Reduced new account set up time by 50-60% by working with interdepartmental team to develop updates to electronic account set up tool.• Created and implemented new hire/job preparation training program which increased knowledge and job skills for those attending by 20-50% upon completion of the program.

• Supported over 20 Office Administrators each assisting a Sales Team of 10-20 people. Provided direction on policies, procedures, job functions and workload management.• Developed and implemented account management procedures and facilitated individual training sessions for a total of 10 new local Office Administrators.• Provided quality contract review to ensure compliance with applicable company policies and legal dictates and consistently maintained a new merchant agreement reject rate of less than 10%.

• Successfully and simultaneously supported 3 sales teams with 10-15 AEs each to set up an average of 200-300 new accounts per month.• Consistently maintained an agreement reject rate of less than 10% by providing quality contract review to ensure compliance with applicable company policies and legal dictates.