LILIA ACOSTA
Customer Service Director
Summary
Experienced Director with 10+ years of leadership experience in Customer Service and Direct Selling. Proven track record of managing and developing high-performing teams through coaching, structured training, and performance accountability. Recognized for creating scalable structures, improving service efficiency, and fostering a culture of growth and excellence.
Overview
12
12
years of professional experience
2
2
Languages
Work History
Director of Member Services
JIFU
Salt Lake City, Utah
04.2024 - Current
- Developed comprehensive programs, resulting in higher levels of satisfaction and loyalty. Increased members satisfaction score from 80% to 94% and lowered resolution time from 1.66 to .90
- Served as the strategic liaison between Member Services, Sales, Marketing, Events, and Executive Leadership, presenting performance metrics and aligning goals across departments.
- Revamped and enhanced the training program, ensuring consistent onboarding, skill development, and resource availability for customer-facing teams.
- Oversaw staffing and workforce management, ensuring proper coverage and operational efficiency to meet service-level expectations.
Field Development Manager
LifeVantage Corporation
Lehi, Utah
08.2020 - 04.2024
- Fostered relationships with field leaders and their organizations to understand how to help drive them to meet end of month goals.
- Lead virtual and live trainings to support field growth.
- Created sales incentives to motivate teams to reach rank advancement and promotion goals.
- Developed team identity with direct reports. This included building and cultivating team culture to help increase productivity.
- Created an outbound program to welcome our new Clients and help walk them through onboarding tools. This increased our event registrations by over 10%.
- Enforce compliance with industry policies and procedures, including security and privacy policies, and legal regulations.
Call Center Supervisor
LifeVantage Corporation
Lehi, Utah
10.2018 - 08.2020
- Conducted effective crucial conversations with direct reports to enhance field support satisfaction while building rapport with agents.
- Create and maintain reports on team performance metrics, including saves/retention, upsell numbers, and customer satisfaction levels.
- Conduct performance reviews with direct reports and create development plans to achieve effective behavior and performance goals.
Collections Lead
Snap Finance
Salt Lake City, Utah
01.2018 - 10.2018
- Increased past due collections on my team by 30% through agent development and coaching programs.
- Conducted skip tracing- this would help locate customers who had moved or changed contact information.
Marketing Services Supervisor
Harland Clarke Corp.
Salt Lake City, Utah
01.2014 - 10.2018
- Lead and managed teams of 10-60 outbound agents to meet and exceed weekly and monthly targets.
- Trained, coached, and mentored team members on outbound call techniques, product knowledge, and customer service skills to enhance their performance and productivity.
- Monitor and evaluate team members' performance, providing feedback and performance improvement plans as necessary to ensure KPIs are met.
Education
Business Management
Salt Lake Community Collage
High School Diploma -
Cyprus High
Skills
- Team Leadership & Development
- Data Analysis & Reporting
- Event & Promotion Support
- Sales
- Training and Development
- Excellent Communication Skills
- Retention & Loyalty Strategies
- Conflict Resolution
- Motivational Leadership
- Team Leadership & Development
Awards
Harland Clarke Leading by Excellence Award 2015, 2016 & 2017, Snap Finance Top Collector 6/10 months of employment., LifeVantage Super Star August 2022
Timeline
Director of Member Services
JIFU
04.2024 - Current
Field Development Manager
LifeVantage Corporation
08.2020 - 04.2024
Call Center Supervisor
LifeVantage Corporation
10.2018 - 08.2020
Collections Lead
Snap Finance
01.2018 - 10.2018
Marketing Services Supervisor
Harland Clarke Corp.
01.2014 - 10.2018
Business Management
Salt Lake Community Collage
High School Diploma -
Cyprus High