Results-Driven Client Relations Leader
Resume:
Lisa Menendez
St. Louis, MO *****
*************@*****.***
Drive results by building strong relationships with clients and employees, creating collaborative, high-performing environments with open communication and clear goals • Manage multiple high-priority responsibilities with precision and organization, ensuring deadlines are met and details are handled accurately • Provide consistent coaching, set clear expectations, and foster accountability to empower team members while maintaining a positive, solutions-focused culture • Lead with integrity and enthusiasm to strengthen morale, develop talent, and cultivate a workplace where individuals feel supported, respected, and motivated to perform at their best.
Skills
Client Advocacy & Relationship Management
Customer Experience Leadership
Strategic Account Support & Renewal Readiness
Contract Compliance, SLA Awareness & Performance Tracking
Cross-Functional Coordination & Service Delivery Oversight
Stakeholder Communication & Business Review Facilitation
Risk Identification, Issue Resolution & Escalation Management
Agent Coaching, Training & Development
Process Improvement & Operational Efficiency
Recruiting, Onboarding & Team Development
CRM, Documentation & Productivity Tracking (ProGold, HubSpot, Brivity, Salesforce, Qualtrics, KPI, eMetrotel, KNK Business System)
Budget Oversight & Office Financial Management
Social Media Marketing & Brand Support
Event, Meeting & Fundraiser Coordination
Organizational Planning & Multi-Priority Management
Experience
Concordia Publishing House Customer Service Manager
January 2024 – April 2026
Build and maintain strong customer relationships as a trusted advisor and advocate for positive outcomes.
Lead customer service education initiatives to ensure product knowledge, promotion accuracy, and effective system integration.
Partner with Sales, Marketing, IT, and Product teams to optimize customer journeys and improve service delivery.
Develop, implement, and manage a Voice of the Customer (VoC) program in HubSpot, translating feedback into actionable service and product improvements.
Monitor and analyze NPS, service levels, and engagement metrics to identify trends, mitigate risk, and increase customer satisfaction and loyalty.
Deliver quarterly executive business reviews highlighting performance insights, customer trends, and strategic recommendations.
Proactively resolve customer issues through cross-functional collaboration to improve operational efficiency and experience.
Lead, coach, and develop a team of 13 customer service professionals, fostering accountability and high performance.
Conduct regular team meetings and coaching sessions to reinforce best practices and improve service quality.
Oversee system performance, testing, and upgrades to ensure accurate order processing, promotions, shipping, and discount application.
Administer customer experience tools including Qualtrics and e-Metrotel to maintain service standards and optimize team performance.
Coldwell Banker Premier Group November 2012- October 2023 Broker Manager & Relocation Director
Recruited and onboarded real estate agents to drive growth and retention.
Directed nationwide relocation referrals for 16 agents, ensuring seamless client transitions.
Resolved complex contract issues by collaborating with clients and external brokers.
Managed office operations, staff, and budgets to maintain efficient daily performance.
Oversaw marketing, listings, client records, and contract documentation for agents.
Trained and coached agents on systems, contracts, sales skills, and business development.
Audited contracts to ensure compliance, accuracy, and timely transactions.
Tracked expenses, commissions, and productivity using ProGold to improve accountability.
Led team events, meetings, and fundraisers to strengthen engagement and culture.
Promoted brand visibility through consistent social media content creation.
Modeled and enforced adherence to the REALTOR® Code of Ethics.
Education & Accreditations
University of Missouri – St. Louis
August 1992- May 1996
Bachelor of Science, Elementary Education Elementary 1-8; Social Studies 4-8; Language Arts 4-8; Missouri Professional Certificate II
Maryville University
Interior Design August 2000 - May 2002
Other Certificates or Designations
Licensed Real Estate Agent in the State of Missouri
Graduate of REALTOR® Institute - 2006
At Home with Diversity Designation - 2011
Wounded Warrior Project Designation- 2019
Volunteer Experience
Volunteer for church and school community events, supporting planning and coordination efforts.
Participate annually in NICU Santa Letter program with Mercy Hospital, providing support to families during the holiday season.
Serve as an annual holiday bell ringer for The Salvation Army, assisting with seasonal fundraising efforts.
Coordinate annual Christmas gift collection for K–8 students through sister parish outreach, supporting children and families in need.
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