LISA ATKINS
Kansas City,MO
Summary
Customer experience and account management leader with 20+ years of success driving customer retention, operational performance, and revenue support in high-volume service environments. Proven track record managing strategic accounts, resolving complex escalations, improving workflows, and leading teams that strengthen client relationships and support sustainable business growth.
Experienced with leading customer service teams to ensure top-notch customer satisfaction. Utilizes strategic planning and process improvements to boost efficiency. Track record of developing team capabilities and resolving customer issues effectively.
Overview
28
28
years of professional experience
Work History
Director of Customer Experience / Customer Service Manager
Alphapointe
Kansas City, MO
03.2016 - Current
- Lead customer experience, strategic account support, escalation management, and workflow improvement initiatives for high-volume operations and key customer relationships.
- Strategic Account & Customer Leadership
- Manage 325 active customer accounts while personally overseeing 5 major strategic accounts.
- Lead government contract and VA CMOP customer operations supporting approximately $10–12 million in annual revenue.
- Serve as the primary escalation point for pricing, shipping, fulfillment, and service recovery issues.
- Strengthen long-term customer relationships through proactive communication, problem-solving, and operational accountability.
- Sales Operations & Revenue Support
- Partner cross-functionally with sales, production, QA, shipping, and purchasing to improve communication flow, service levels, and operational efficiency.
- Support customer retention and revenue growth through stronger responsiveness, account support, and consistent communication.
- Help drive customer portal onboarding that exceeded implementation goals by 146%.
- Leadership & Process Improvement
- Manage 150–200+ daily customer communications across phone, email, and order channels.
- Led workflow restructuring that reduced customer response backlog by 86% and improved escalated issue turnaround by 2 days.
- Train and mentor customer service and sales support staff on communication standards, escalation handling, and operational procedures.
- Managed teams of up to 6 customer service representatives and 3 sales representatives.
Customer Service Manager
US Toy Co.
Grandview, MO
09.2014 - 02.2016
Marketing & Business Development Coordinator / Training Manager
Isle of Capri Casino Kansas City
Kansas City, MO
07.2006 - 06.2013
Call Center Manager
T-Mobile USA
Lenexa, KS
08.1998 - 06.2005
Education
Some College (No Degree) -
Regis University
Denver, COPenn Valley Community College
Kansas City, MO University of Central Missouri
Warrensburg, MOSkills
- Strategic Account Management
- Customer Experience Leadership
- Revenue Growth Support
- Customer Retention & Escalation Resolution
- Sales Operations Support
- Process Improvement & Workflow Optimization
- Cross-Functional Collaboration
- KPI Monitoring & Reporting
- Team Leadership & Coaching
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Training and mentoring
- Decision-making
Timeline
Director of Customer Experience / Customer Service Manager
Alphapointe
03.2016 - Current
Customer Service Manager
US Toy Co.
09.2014 - 02.2016
Marketing & Business Development Coordinator / Training Manager
Isle of Capri Casino Kansas City
07.2006 - 06.2013
Call Center Manager
T-Mobile USA
08.1998 - 06.2005
Some College (No Degree) -
Regis University
Penn Valley Community College
University of Central Missouri
Accomplishments
- Manage 325 active customer accounts, including oversight of 5 major strategic relationships.
- Lead VA CMOP customer operations supporting approximately $10–12 million in annual revenue.
- Reduced customer response backlog by 86% through workflow restructuring and communication improvements.
- Improved turnaround time for escalated customer concerns by 2 days through enhanced accountability and process discipline.
- Exceeded customer portal adoption goals by achieving 146% of the original implementation target.
Certification
- Google Project Management Certification — Foundations of Project Management
- Google Project Management Certification — Project Initiation
- Disney Institute Business Program — Quality Assurance
- AI for Nonprofits Sprint Certification
AWARDS & RECOGNITION
Sales Support Award Recipient (multiple quarters), Building Block Award Recipient — Company-Wide Recognition