Client relationships

Lisa Herbertson Allison Park, PA 412-***-**** ***************@*****.*** linkedin.com/in/lisa-herbertson-04173b9dd

Summary

Highly skilled and detail-oriented Client Services professional with 15+ years of experience in operations management, process improvement, and campaign marketing. Proficient in Salesforce, PeopleSoft, Campus Nexus, and Customer Relationship Management (CRM) software to track customer interactions, manage human resources, and administer workflow. Experienced in revenue growth, program knowledge and cross-functional collaboration to ensure customer satisfaction.

Work Experience

Thrive DX

Operations Manager/Events Manager

May 2022 to Present

●Develop and review existing policies and procedures by auditing experience check-in surveys, evaluating student attendance, and escalating issues to ensure overall satisfaction

●Coordinate, host, and present in the classroom and special events

●Ensure overall satisfaction with University partners by communicating directly with Program Directors

●Monitor and engage in the classroom to ensure a positive student experience

Senior National Advisor

May 2021 to May 2022

● Completed onboarding requirements by performing virtual meetings with candidates, training new hires, and working with employees, ensuring 50% turnover from start to finish

●Work with committed student to ensure smooth transition into the extended program

●Travel to University partners campuses as needed organizing and hosting workshops

●Continue to build relationships with Admissions teams

Independence University

Online Senior Admissions Director

January 2020 to May 2021

●V.I.P. Subject Matter Expert

●Meeting monthly/weekly goals by collaborating with other departments to facilitate financial, registration, advising, and student support needs

●Identifying highly motivated and results driven students by optimized contact strategy and quality conversation analysis

●Maintains self-tracking mechanisms and communications plans

●Assist at risk students by providing specialized support

5D Services

Director of Call Center Operations

June 2018 to December 2019

●Managed a staff of 25 offshore call center agents

●Directed team to a 50% increase in new accounts by implementing corporate directives and key performance indicators

●Oversaw all aspects of sales and operations by implementing evaluation and training programs

●Ensured qualitative and quantitative measures were achieved

●Reported financial data by utilizing CRM system

Additional Experience

Education Management Corporation

AI Online Associate Director of Admissions

●Managed a 8-15 Admissions Representatives

●Directed team to a 75% increase in new student enrollments

●Oversaw all aspects of recruiting by creating and implementing evaluation and training programs

●Ensured qualitative and quantitative measures were achieved

Core Competencies

●Operations Management, Process Improvement, Policy Development, Campaign Marketing, Market Knowledge, Revenue Growth, Customer Relationship Management, Program Knowledge, Exceptional Communication Skills

Technical Skills

●Salesforce, Peoplesoft, Campus Nexus, CRM

Education

●Bradford School of Business Pittsburgh - Pittsburgh, PA, US

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