Lisa "Lj" Orth Email and Phone Number

Planning and Executing sales programs for our global sales teams focused on Business Applications (Dynamics 365 Customer Experience, Service, Finance, Supply Chain and Power Platform, Low Code development tools) to our SMB managed segment customers.

Orchestrate the delivery of SMB specific resources readiness and tools to help address gaps in customer acquisition and partner leads flow. Work with the Direct Sales, Success and GDC teams to drive results through targeted plays and enabling the roles of each team to successfully execute together. Define the Rhythm of Business (ROB) and/or Governance model for evaluating progress on program and plan execution, ROI, mapping customer journeys to address gaps to ensure successful implementations.

Private Baking service providing unique personalized cakes, cookies, pies, cupcakes, cake pops, pastries for your celebrations and events.

Lead 8 Customer Success Managers focused on supporting $45M Enterprise domestic and international commercial clients utilizing multiple Vector Solutions SaaS Training and Learning software platforms and applications. • Developed the strategic plan to optimize the customer journey, including systematic engagement, to ensure a high customer engagement and successful renewals.• Mapping Customer Journeys and creating cross functional RACI to streamline onboarding and long-term satisfaction of customers to reduce churn• Created new employee onboarding and training plans to reduce ramp time for productivity• Using ChurnZero, Salesforce Pardot and Hubspot created proactive customer communications strategy leveraging email, digital and social marketing methods

Responsible for bar staff scheduling, inventory of merchandise and beverages (bar and to go), ordering and/or transferring packaged beer from stock to taproom for to go sales, coordinate all aspects of customer events including being day of event point of contact. Monitoring and providing guidance to Social Media team on planning and advertising events. Bartending 3-4 shifts per week

Operational execution of strategic marketing initiatives for product and go to market launches for 85K SMB/Enterprise Businesses generating $132M • Defined requirements and collaborated with developers to translate into actionable plans. Supervised cross functional teams and built consensus with senior leaders on trial and deployment schedules • Implemented processes in the sales and support departments resulting in a 22% reduction of order entry error rates and 4.7% NPS score increases• Created and implemented processes for CRM, billing, and support. Managed project involving the development of a next generation sales and billing system.

Lead the introduction and deployment of new products/features/services/systems for Comcast Business across the Central Division.• Developed initial processes and procedures to successfully deploy Business Services Products, Systems and Support across to 2,500 Sales and Support employees.• Partnered with Division/Regional PMO, Division and Headquarters stakeholders to define requirements and collision events to ensure that all teams were in alignment with launch strategies.

Established Project and Program management processes and procedures for new department within Sage Customer Experience to standardize Sage Business Care offerings across all products, technologies, and services.• Lead key cross product programs such as the launches of Mobility and Connected Services, developing a standard for Universal Case Management in CRM and Support Tools.• Conducted collaborative Journey Mapping sessions to identify key areas of need in the customer experience to increase Sage Business Care adoption rates 20%.

Responsible for the customer claim submission and adjudication process through all contact channels – web, phone, email• Reduced operating costs by 31% over 18 months through the implementation of processes andTechnologies (Avaya ACD/SIP, IVR, CTI, Salesforce.com, Desktop Tools) to improve service capabilitiesin call center and online (email, chat, self service)• Developed and implemented internal employee knowledgebase for easy distribution of company andclient information.

Cross departmental team leader to develop and implement strategic solutions improving effectiveness and efficiencies for launches of support tools for both internal and external customers.• Lead evaluation of SOW’s, business requirements, application development and implementation of national call center solutions to track performance against financial and operational goals (Total Service Level, FCR, Retention, Calls Offered/Handled/Abandoned, Digital Sell-in, Online Sell-in, Voice Sell-in, Transitional Sales, CSAT, ATTI,).• Represented Comcast Customer Service in evaluation and transition of legacy Adelphia/Time Warner applications required to support subscribers through acquisition/merger.• Led regulatory compliance team to ensure development and implementation of consumer solutions for compliance with FCC mandate to protect Customer Proprietary Network Information (CPNI).• Technologies leveraged: Cisco, Avaya, Instranet, Clarity, Genesys, CSG, Amdocs, Nuance, West, Witness/Verint, Teleservices, Salesforce.com.