Lisa Session

Birmingham, Alabama, United States

ad2og8@r.postjobfree.com 954-***-****

linkedin.com/in/lisa-session-9864185

Summary

I am passionate about providing solutions and support to customers and ensuring their satisfaction and retention. I have over 15 years of experience in management and IT, and I have successfully implemented four new technology platforms, including D365, D365-CRM, Variphy, and Dial Pad, with testing and training for internal and external users.

I have also developed and documented customer success tasks and procedures, implemented webstore training, and executed inter-departmental support training for all CSR's. Additionally, I have enhanced systems training with virtual programs and reports, and established a common Hazmat procedure and communication guide. In recognition of my achievements, I received the Innovation Award in 2021 for creating a significant impact within the Customer Success Department.

Experience

Customer Success Manager

Amerex Corporation

Aug 2020 - Dec 2023 (3 years 5 months)

• Maintained customer satisfaction by providing problems-solving resources.

• Answered customers’ questions.

• Managed staff.

• Accomplished customer service human resource objectives by recruiting, selecting, training, and coaching employees.

• Communicated job expectations to other employees.

• Planned, monitored, appraised, and reviewed job contributions of others.

• Enforced company policies and procedures.

• Achieved customer service objectives by contributing customer service information and recommendations to strategic plans and reviews.

• Prepared and completed actions plans.

• Implemented production, productivity, quality, and customer-service standards.

• Resolved problems.

• Completed audits.

• Identified customer service trends and determined system improvements.

• Met customer service financial objectives by forecasting requirements.

• Prepared annual performance reviews.

• Analyzed variance and initiated corrective actions.

• Determined customer service requirements by maintaining contact with customers.

• Improved customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results.

• Maximized customer operational performance by providing help desk resources and technical advice.

• Resolved problems and disseminated advisories and warnings.

• Detected and diagnosed network problems.

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• Updated job knowledge by participating in educational opportunities, maintaining personal networks, and participated in professional organizations.

• Accomplished information systems and organization missions by completing related results as needed.

CONNEX Software Integration and Implementation Specialist Command Alkon

Jul 2019 - Aug 2020 (1 year 2 months)

• Responsible for installing and configuring software that integrates Command Alkon and third-party supplier software systems with Command Alkon’s Supplier Collaboration Platform to provide digital data communication among trading partners.

• Responsible for resolving escalated incidents, customer concerns, and software issues and takes ownership of Command Alkon product offerings by providing end-user testing and addressing feedback from customers.

• Provided guidance and educated customers on Command Alkon’s software and integration with our Supplier Collaboration Platform.

• Provided resolutions for clients via phone, email and online meetings.

• Accurately logged, analyzed, and resolved incidents and service requests using designated ticketing system.

• Prioritized work based on severity and priority of incident, service request, or problem.

• configured new systems and testing software enhancements. Software Analyst

Command Alkon

Aug 2016 - Aug 2019 (3 years 1 month)

• Provided in-depth product support to customers regarding Command Alkon’s Software Products.

• Diagnosed and resolved complex technical and product functionality issues related to the Command Series suite of applications.

• Tested and reproduced issues to determine the cause of the problem and document any software deficiencies. in case notes to provide to the development department.

• Documented all incoming issues and research in Clarify (Dovetail).

• Managed customer expectations regarding issue resolutions.

• Worked with customers and internal staff on performing and supporting customer upgrades.

• Ensured customer records are accurate in company database.

• Maintained relationships and open lines of communication with colleagues.

• Team Lead for Level 1&2 Support for Command Performance Quality Control Software

• Level 1 trainer for Command Performance Quality Control Software. Product Support Representative Collections Captive - Warranty Administration FIS

May 2015 - Jun 2016 (1 year 2 months)

• Provided in-depth product support to FIS clients by resolving incoming inquiries.

• Responded to internal customer inquiries on system functionality via telephone or in written internet- based email.

• Resolved user concerns raised during operation, maintenance or product applications.

• Identified problems with software-related applications and recommended corrective action. Lisa Session - page 2

• Documented customer information and recurring issues to support product quality programs and product development.

• Recreated client issues in test environment, identified/documented how applications and systems interact to support business processes.

• Customized FIS software using authoring tools to meet individual customer needs - modified screens and data fields, created new forms, screens, product sets, tables, etc.

• Conducted train the trainer sessions to instruct and train internal customers (employees) or external customers on changes, new systems or new procedures.

• Performed other related duties as assigned.

TLD (Top Level Domain) Compliance Manager/Support

ICM Registry LLC

Sep 2011 - Mar 2015 (3 years 7 months)

• Fulfilled critical role implementing, necessary Compliance Program policies and procedures to ensure uninterrupted operations as well as prevention of illegal, unethical or improper conduct.

• Leveraged subject matter expertise to effectively develop strategies for system upgrades and enhancements.

• Cultivated positive relationships with customers seeking technical support and implementation projects

• Assumed key role in restructuring compliance program within the Registry community

• Collaboratively communicated with corporate attorneys

• Instrumental in resolution of legal compliance issues

• Resourcefully utilized automated diagnostic programs to analyze problems while maintaining and regulating network operation.

• Created Procedure Manual for all Compliance and Legal issues for staff. Systems Support Analyst (IT) - Licensing Analyst (Legal) - Executive Administrative Assistant (BIS)

JM Family Enterprises, Inc.

Jun 2005 - Feb 2011 (5 years 9 months)

SYSTEMS SUPPORT ANALYST (IT) - 6/2005 to 2/2011

• Streamlined process improvement initiatives by successfully transferring backup database systems from tape to disc as well as configuring and resolving problems with NetBackup Management System.

• Instrumental in providing system upgrades and patching post support.

• Leveraged subject matter expertise to perform operational platforms, application and infrastructure activities.

• Contributed to execution of system and operational processes and system administration activities, critical to ensuring project completion.

• Charged with multiplatform database backups/restores, remote tape operations and backup monitoring and administration.

Licensing Analyst

JM Family Enterprises, Inc.

2002 - 2005 (3 years)

• Envisioned, developed and implemented auditing and licensing procedures and controls to ensure accuracy for state law and regulation compliance.

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• Proactively maintained annual report management, occupational and local license renewals and calendaring of filing dates.

• Provided critical quality assurance within license application processing and appointment notices/ terminations.

Executive Administrative Assistant

JM Family Enterprises, Inc.

2000 - 2002 (2 years)

• Responsible for direct high-level administrative support for two Vice Presidents simultaneously and 20 staff associates.

• Spearheaded project management support initiatives by resourcefully conducting research, preparing statistical reports and managing inquiries.

• Provided Chief administrative duties which included correspondence preparation, visitor receiving and scheduling which was instrumental for a smooth day to day operations management. Education

American InterContinental University

Bachelor of Technology - BTech, Information Technology Jun 2001 - Jun 2005

Licenses & Certifications

Real Estate Sales Agent Avast Realty - Alabma Real Estate Comission Issued Oct 2018 - Expires Sep 2024

000118718

Skills

Customer Experience • Salesforce.com • Customer Retention • Software as a Service (SaaS) • Data Analysis • Sales Management • Business Analysis • Customer Engagement • Digital Marketing • Business-to-Business (B2B)

Honors & Awards

Innovation Award - VP

Jan 2021

Awarded for recognition for the development and implementation of new processes, services and technology that created a significant impact within the departmental realm of the Customer Success Department.

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