Maureen Lyons Email & Phone Number

Burlington, Ma

Lexington, Ma

Staffed, trained, led, and managed a team of eight customer service representatives. Directed daily operations of the Customer Service Team; planned, prioritized, and delegated work tasks to ensure proper functioning of the department. Partnered with Sales Management on monitoring quality control for quoting, configuring, and ordering new product, upgrades, and renewals.  Established solid working relationship with worldwide distributors and resellers to ensure successful ordering and quoting of the product line.Collaborated with IT Department on the implementation, testing, and training for the Salesforce.com Customer Service platform.Participated in the development and testing of the Quoting Tool with IT Department; created and presented training video.Analyzed relevant data to determine the Customer Service outputs and to identify and implement strategies to improve quality of service, productivity, and profitability.Created and maintained customer service representative training documentation. Reviewed customer complaints and resolved quickly. Handled complex customer issues and escalated to IT for resolution.

Lexington, Ma

Developed comprehensive project plan for product launches, tracked progression of tasks to ensure successful product launch. led weekly product launch meetings for team of 30, facilitated post-mortem meeting to perform analysis of how the product launch was executed.

Lexington, Ma

Collaborated with distributors and resellers to ensure accurate order processing. Communicated directly with customers by telephone, email, and social media, reviewed product orders for accuracy and accounting compliance for fulfillment. Responded promptly to customer inquiries and resolved customer complaints

Waltham, Ma

Ensured that all executive administrative needs for the senior vice presidents of Sales and Service were accomplished, conducted the interviewing, hiring, and training of all contract and permanent administrative staff for regional offices in Waltham, Connecticut, and Upstate New York. Partnered with regional administrative manager on corporate event planning, including roadshows.Promoted from executive assistant after one year.