Lakisha Smith

Irving, TX *****

adzrma@r.postjobfree.com

+1-313-***-****

Deliver motivational leadership to achieve exceptional operational and financial performance. Create a winning culture through consistent leadership development and improvement. Provide exceptional customer experiences through excellence in leadership and operating routines. Work Experience

Team Lead-SR Team Lead/Facility Maintenance-Account Management/Canadá/ California Region

Vixxo - Dallas, TX

January 2018 to Present

• Directly responsible for the strategic and day to day performance management of 30+ contracted maintenance companies

• Assisted with the company's busiest account to reach the highest quarter profit in company history by increasing KPI's set by the client.

• Ensured customer satisfaction by managing open service request daily to ensure equipment was serviced in a timely manner.

• Designed creative ways to manage daily duties to maximize all resources to prevent equipment from being down for extended periods of times.

• Monitor, service request to ensure customer satisfaction and maintaining accurate spreadsheets of Down equipment and following up on progress of all open request on a daily basis.

• Served as a liaison between technicians and end customer to ensure appointments were set and Deadlines were on target.

• Worked with dispatchers to re-route technicians to assist with emergency equipment situations.

· Managed CSRs to meet KPI’s, monitored attendance, coached, developed and mentored CSRs. Customer Care Manager/Logistics- TX

Cagney Global Logistics - TX

January 2016 to December 2017

· Directly responsible for the strategic and day to day performance management of 15 Logistics agents

· Assisted with the successful launch of the Home Delivery line of business with a fortune 100 company.

· Assisted with the company’s busiest account to reach the highest quarter profit in company history.

· Ensured customer satisfaction by analyzing shipments and proactively identifying potential issues for resolution.

· Increased revenues by strengthening carrier relationships and building carrier lane capacity.

· Located carrier capacity by utilizing multiple carrier databases within operating system and web based applications.

· Assisted with generating $10,000 gross profit from a new customer.

· Create company policies, procedures, and quality management systems

· Work under intense pressure to meet shipping deadlines.

· Monitor deliveries, ensuring customer satisfaction and maintaining accurate logs of all transportation and goods.

· Organized and coordinated freight movements for various companies that required outsourced transportation

· Served as a liaison between drivers and end customer to ensure appointments were set and deadlines were on target

· Re-routed freight that was a beyond point for the agent that was assigned to perform the delivery.

· Requested hot shot quotes for same or next day delivery and rebooked freight. Sales Supervisor/Coach

Dialog Direct - MI MI

January 2013 to December 2016

· Directly responsible for the strategic and day to day performance management of two Supervisors and 50+ agents in a 648 seat call center

· Lead up to 4 programs comprising of 10 lines of business, including customer service, inbound and outbound sales, retention and tech support.

· Responsible for $7+ million annual budget, including 30%+ margins

· Partner with on and off site vendor management team to communicate and align program goals and updates, including weekly, monthly and quarterly business reviews

· Examine account operations, training procedures, and company objectives to formulate short and long- term goals, programs, and initiatives

· Established Quality and Training processes implemented throughout the Nation star Mortgage project.

· Successfully developed agents to full potential to assume sales for customers qualified to refinance current mortgage.

· Processed insurance claims for the Great Call program for customers who had issues with their phone and followed up with resolution for the customer on future calls.

· Program turnaround experience resulting in retaining client by increasing KPIs from 5% conversion to 45% conversion

· Improved Account GM performance from -3% to 36%

Customer Service Supervisor- MI

Minacs - MI

January 2008 to December 2012

· Responsible for the strategic and day to day performance management of a 500 seat call center with two programs and five lines of business, including outbound sales, billing, payments, financial research and retention

· Responsible for $2+ million annual budget.

· Provide timely feedback and coaching to motivate peers and direct reports to reach performance and career goals

· Train and develop representatives to achieve a high level of customer satisfaction, performance and development

· Effectively manage enterprise escalations, partnering with internal and external departments for resolution

· Provide timely feedback and coaching to motivate peers and direct reports to reach performance and career goals

Train and develop representatives to achieve a high level of customer satisfaction, performance and development

Education

High School Diploma

Southwestern High School

2000

Skills

• Launch New Strategic Accounts

• Analyze/Appraise effectiveness of organizational operations

• Create Revenue Growth Initiatives

• Develop leaders to ensure organizational camaraderie and center success

• Lead organization process improvement

• Monitor Topline Margin Expenditures

• Project Management

• Performance Management

• Vendor Management

• Quality Management

• Operations Management

• Change Management

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