Customer Service Manager

Lissa Orr

**** ***** ****, ********* ** *****

(C) 303-***-**** (E) ********@*****.***

Career Overview

Personable and dedicated professional with over 20

years of experience. Seeking position within a company

that has deeply instilled focus and culture which

revolves around providing exceptional experiences and

genuine quality to its customers.

Core Strengths

-Self motivated -Big-picture focus on

company

-Organized and detail goals

oriented

-Excellent follow through -Calm under pressure

-Collaborative

Work Experience

09/2008 - 06/2010 Morgan Creek Ventures Boulder, CO

Senior Associate

. Creation, implementation and tracking of in-

house customer service/warranty program.

. Administrative support to partnership group.

. Support delivery and closing of over twenty

million dollars in real estate and one on

one customer service to new homeowners

during warranty period.

. Oversee property management for three fully

leased commercial properties in central

Boulder. Interaction with tenants and

emergency response coordination as needed.

10/2003 - 09/2008 FrontierLiving Denver, CO

Director of Operations

. Member of leadership team. Directed

strategic initiatives, developed and rolled

out new policies, hired and trained staff,

participated in strategic planning, cash

flow analysis and overall business culture.

. Management of Frontier Commitment

Department: Customer Service, Closing

Coordination, Warranty and close out of all

outstanding punch items with general

contractor.

. Assemble and manage the project development

team including the Land Planner, Architect,

Landscape Architect, Civil Engineer and

Environmental consultants.

02/2002 - 10/2003 Simplify Inc. Evergreen, CO

Owner, Development Consultant

. Development consultant responsible for the entitlement effort for

multi-million dollar residential projects in the Denver metropolitan

market.

. Liaison between property owner and development consultants including

Civil Engineer, Traffic Consultant, Landscape Architect

. Responsible for identification of critical issues, budget concerns and

general site characteristics for prospective development deals.

. Clients included FrontierLiving, Development Planning Associates, KB

Home, and Wonderland Homes

12/1997 - 09/1999 Amrion Boulder, CO

Customer Relations Manager

. Manager of in-bound call center with four revenue groups, five teams

and one hundred agents.

. Primary decision maker for department with annual revenue of

$50,000,000.

. Created performance based compensation program that resulted in a 30%

reduction in negative turnover improving overall culture and morale.

08/1992 - 05/1997 CareerTrack Boulder, CO

Assistant Manager, Inbound Services

. Primary decision maker in day-to-day operation of fifty person inbound

call center.

. Supervision of call center leadership team.

. Responsible for staffing decisions and optimization of headcount to

match inbound phone traffic.

08/1988 - 05/1992 L. L. Bean Freeport, ME

Customer Satisfaction Training Coordinator

. Designed, organized and implemented customer service training

curriculum.

. Conducted seasonal training of approximately 1,500 new hires.

. Supervision of seasonal trainers.

Educational Background

Western State College, Gunnison, CO, USA

Bachelors, Business

Cum Laude

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