LISA DRY

774-***-**** • email: acrvok@r.postjobfree.com • http://www.linkedin.com/in/lisadry

PROFESSIONAL PROFILE

Client Services Professional with a proven ability to build highly motivated service teams focused on best in class customer service. Strengths in management, relationship building, cross-functional teamwork, content management, training and documentation. Areas of expertise include:

ERP/CRM Experience

Problem Resolution

Call Center Management

Process Documentation

Communication/Training

Program Management

EXPERIENCE

Scan-Optics, Inc. – Manchester, Ct, 2/2015 – Present

Customer Care Manager

Implemented a customer care function in a digital imaging production environment. Collaborated with production and sales to develop customer relationships, analyze and deliver metrics and key performance indicators, ensure adherence to Service Level Agreements (SLA), communicate requirements and provide quality assurance. Functions as Operations Manager when Director of Operations is unavailable.

Provides input into production and revenue forecast through an understanding of customer environments.

Manages pipeline of incoming and ongoing projects by translating proposal and SOW requirements for staffing, technical support, job setup and applicable training.

Participates in ongoing continuous improvement projects in production with an emphasis on meeting client requirements.

EMC Corporation – Hopkinton, MA, 10/2010 – 2/2015

Content Manager, Web Publisher, Customer Service Innovation Team

Subject Matter Expert for the EMC Online support site with a focus on Software and associated documentation. Managed expectations of content submitters while responding to both critical and routine application support requests. Provided implementation support for product teams adopting the catalog capabilities of online support. Continually engaged in problem solving to meet specific product support needs and educating end-users on features and functionality.

All Star Incentive Marketing – Sturbridge, MA, 10/2005 – 10/2010

Customer Service Manager, 9/2007 to 10/2010

Program Manager, 10/2005 – 9/2007

Managed program operations and full service call center. Trained and supervised a staff of 12 Program Managers and Customer Service Specialists managing approx. 50 incentive programs. Fostered a strong team environment for cross program support leading to exceptional customer service.

Monitored call center performance/metrics and provided escalation path for problem resolution.

Designed a comprehensive employee training program to onboard new team members to shorten onboarding time.

Directed staff and provided troubleshooting for order fulfillment, invoicing and customer service using Microsoft Great Plains ERP system and proprietary CRM system.

Worked cross-functionally with all departments (sales, shipping, purchasing, and IT) to provide a best in class client experience which exceeded expectations.

The Customer Retention Company – Burnt Hills, NY, 3/2004 – 10/2005

Territory Manager, New England

Managed a wide-ranging territory, marketing a highly customizable suite of loyalty products and services to Automotive Dealers across a large spectrum of manufacturers.

Grew sales territory revenue by 65% in one year by closing key accounts including a presence in the two largest dealer chains in Massachusetts.

Maintained relationships with on-going clients that included review and analysis of customer data to assist customers in strengthening service business.

Citizens Bank - Sturbridge & Worcester, MA, 8/2002 -9/2003

Assistant Manager

Trained and supervised a team of bankers at a full-service retail banking branch. Focused on skill building and teamwork to build strong customer relationships, maintaining high service levels and cross-training on selling skills to market a wide range of banking products

Trained staff to recognize and use bank resources to effectively service customers and provide accurate information on banking regulations, policies and procedures.

Met or exceeded all individual and team revenue goals by aggressively marketing bank products and building strong customer relationships resulting in a large referral base.

Lendia Mortgage - Worcester, MA, 11/2001 – 8/2002

Mortgage Consultant

Qualified and placed clients into a variety of mortgages and demonstrated consistent month over month growth. Aggressively followed up on web based leads and built a strong referral base leading to increased sales.

Progress Software - Bedford, MA, 1993 – 1995

Senior Support Engineer

Performed first-line customer support in a technical call center, supporting database products running on a variety of platforms, up-selling customers where appropriate. Maintained a 90% closure ratio and superior customer satisfaction ratings.

IBM Corporation - Boston Metro Area, New York City Metro Area, 1983 – 1993

Senior Systems Engineer, New York City, Boston Area, 1986 – 1993

Facilities Engineer, Fishkill, NY, 1983 – 1986

Evaluated customer requirements and configured customized solutions to meet business needs as part of the sales support cycle. Provided account management and post sales system and application training for both new and established customers for both individual and groups. As a Facilities Plant Engineer, managed multiple large capital improvement and new build projects at IBM manufacturing plant.

EDUCATION AND TRAINING

Certificate of Advanced Paralegal Studies

Bay Path University May, 2008

M.Ed. Early Childhood Education

Lesley University, Cambridge, MA May, 1998

B.S. Mechanical Engineering

University of Massachusetts, Amherst, MA May, 1983

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