Lanisa R. Cain

• Company Overview: LeadSigma is a start up company; assist in creating processes and procedures and new product development
• Procedures and new product development
• Handle daily customer needs and troubleshooting
• Assist clients with Lead management and account retention
• Provide information about product features, benefits, and usage instructions
• Troubleshooting problems
• Identify root causes, and find appropriate solution for client
• LeadSigma is a start up company; assist in creating processes and procedures and new product development
• Conduct detailed analysis of customer feedback to identify patterns and areas for improvement in product development.

Title and registration clerk from Feb 2011-Dec 2013

• Daily interaction with 25+ states
• Title and registration of vehicles
• Title work for dealers, professional and private sectors

Fleet Renewal Specialist Jan 2014-Dec 2018

• Company monthly fleet renewals
• Process registration corrections
• Process license plate, decals and registration replacement
• Work with fortune 500 companies to ensure their fleets are properly titled and registered and proper documents are maintained through merges and name changes
• Daily interaction with at least 40 clients
• Daily use of databases
• Violations Specialist- Clearing company toll/violations and traffic fines for registration/vehicle operation purposes
• Created and coordinated with IT to develop standardized automated reporting for the end client

Customer Support Specialist Jan 2019-June 2020

• Conflict resolution
• Communicate directly with customers to solve problems, answer questions, give advice and support
• Attend and run client meetings
• Identify and assess customer needs to achieve satisfaction
• Manage income calls
• Escalate complex issues to the appropriate team for rapid support

Senior Manager Customer Support June 2020- Oct 2023

• Managed and lead a team of 15 client support specialist within office and remote between Kansas City and Atlanta GA
• Implemented and developed operational standards, policies and procedures.
• Develop and maintain metrics and monitor mechanisms for team performance (KPI's) in order to ensure client SLAs are met
• Develop and maintain relationships with key customers and clients
• Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
• Improved team performance by providing comprehensive training and fostering a collaborative work environment.
• Led cross-functional teams to achieve project milestones and deliver high-quality results.
• Provided strong leadership to enhance team productivity and morale.
• Held monthly meetings to create business plans and workshops to drive successful business.

• Day to Day management of Store Operations which included the following:
• Cash Operations - Management of Blockbuster daily income model to ensure funding was accurate and correct
• Daily and Weekly Sales Goals - Ensured the weekly sales and Leadership goals were achieved
• Inventory Management - Ensured proper Loss Prevention policies and procedures were followed to prevent internal and external theft
• Document Control - Creation of required documents, daily submission and record keeping
• Consumable Management and Control - Weekly ordering of consumables and paper goods to ensure company standards were met to accomplish sales goals
• Employee Relations - Hiring, Training and Termination Role as well as employee morale and integrity goals
• Regional and Area Inventory Coordinator Duties:
• Executed company Inventory Management Model to ensure the proper operations procedures were followed
• Document Control review, Document Management, Inventory of Consumables, Security standards, review and monitoring of Inventory standards to ensure goals were met and guidelines enforced