Sales Management

LISA A. LAHR

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

630-***-**** (C) - 630-***-**** (H) - ********@*****.***

Vice-President and Director

Operations Executive - Inside Sales Management - Outsourcer Management

Strategic Planning - Multi-Site Operations - Rapid Call Center Growth -

Project Management

P&L Responsibility - Organization Design - Call Center Consulting

Workforce Management - IVR Design - Call Center Technology Solutions -

Labor Relations

I am an operations management executive with 15+ years experience leading

large complex call/contact centers and support functions for service,

inbound sales and technical support in Fortune 500 firms. I have a

consistent track record of delivering significant and measurable financial

and service results, specifically in sales and productivity performance.

Relied upon to develop strategic operational changes to adapt to

competition, improve sales performance, productivity, and customer

satisfaction. Able to design more effective business processes and

technology solutions for call centers. Budget and P&L responsibility as

high as $38M. Organization size 500+ employees. Bachelors of Science:

Business Administration.

SIGNIFICANT ACCOMPLISHMENTS:

Strategic Contributor and Innovator

*Drove the functional re-organization of call centers to enhance sales

effectiveness, address work complexity, execution

*Led the re-engineering and consolidation of 67 call centers to 17 -

reduction in operational overhead of $56M

*Engineered significant IVR improvements to automate 21% of inbound

transactions - $36M in reduced operational costs

*Recommended and drove merger strategy to consolidate multi-site

Corporate Help Desk functions - $9.7M annual savings

Sales Performance Developer

*Developed numerous sales metrics to better understand, diagnose and

manage sales performance opportunities

*Delivered $21 million in annual revenue via strategic changes in sales

process, incentive and compensation design

*Designed significant modifications to recruiting/training practices to

attract and maintain a high quality sales employee

*Achieved strongest sales improvement in national sales close ratios,

multi-product sales, and revenue per order

*Achieved significant customer retention save rates through measurement

of specific retention process for inbound calls

*Created strong sales culture via leadership training, enhanced

communication, and employee engagement

Effective Internal Partner

*Built strong internal relations with IT to develop numerous metrics,

tools and technology improvements

*Partnered with field organization to jointly improve sales order

accuracy by 21%

*Influenced significant changes in marketing strategies to purify call

volume and support healthier sales practices

Change Advocate and Leader

*Led teams through rapid growth/expansions and closures/reductions due

to mergers restructures and optimization efforts

*Led organizations effectively through significant functional

realignment of responsibilities and compensation impacts

*Able to understand, influence and implement strategies that support

corporate initiatives and new products

*Effective at assessing and improving call center culture and employee

engagement in corporate goals and objectives

Professional Executive Leader

Experience

Comcast Corporation, Publicly traded U.S. Fortune 500 provider of premium

broadband services

Director/Customer Care/Inbound Sales and Retention 2000-2010

AT&T/SBC/Ameritech, Publicly traded U.S. Fortune 100 provider of

telecommunications services

Executive Director/Corporate Help Desk 1999-2000

General Manager/Customer Care Operations 1997-1999

Director of Quality/Consumer Enterprise Call Center Operations

1995-1997

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