Desired Job Title
Director, Customer ServiceSr. Sales and Service ManagerCall Center ManagerDirector of OperationsCustomer Experience ManagerWork Type
Full TimeLocation Preference
HybridRemoteOpen to relocation: No
Open To Work
Verified
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Lisa A. Matalon
Islip Terrace,NY
Work Preference
Summary
Customer service leader with extensive experience in transforming global support operations. Achieved significant cost savings through strategic initiatives and BPO partnerships, driving efficiency and enhancing customer satisfaction metrics. Proven track record in developing high-performing teams and optimizing processes to support growth and operational excellence.
Overview
29
29
years of professional experience
Work History
Director, Customer Service
Henry Schein, Inc.
Melville, NY
02.2004 - 09.2025
- Led a diverse U.S. and global customer support organization across multi‑site operations, overseeing managers, supervisors, and frontline teams.
- Designed and executed a customer service transformation strategy that improved scalability and efficiency, leveraging BPO partnerships to deliver $250K in first‑year cost savings.
- Customized and launched the NICE multi‑channel Self‑Service platform, increasing adoption and reducing support headcount dependency by 15%.
- Enhanced Salesforce CRM usability, enabling representatives to boost productivity and achieve higher first-call resolution rates.
- Consistently delivered industry‑leading metrics: 98%+ quality,
- Built and implemented KPI frameworks, quality monitoring programs, and workforce management processes to optimize performance across contact center platforms.
- Managed multimillion-dollar budgets and resource allocation for debt reduction team and accounts receivables, maximizing operational efficiency and profitability.
- Recruited, mentored, and promoted high‑potential talent, building one of the company’s strongest and most effective management teams.
- Played a key leadership role in customer service integration during M&A activity, coordinating resources, leading stakeholder alignment, and ensuring seamless operational transitions.
- Managed teams with expertise in post-call inquiries, debt collection, and other customer-facing functions.
- Partnered with audit and compliance teams to support ISO 9002, SOX, and BDO audits with zero non‑conformance findings for 20+ years.
Sr. Sales and Service Manager
1800Flowers.com
Jericho, NY
01.1997 - 12.2004
- Developed a strategic plan that strengthened customer retention and loyalty, positioning service as a core competitive advantage.
- Trained and developed 12 Sales & Service Managers, embedding coaching and leadership practices that elevated engagement and team performance.
- Directed daily operations for large U.S. call center, overseeing workforce planning, retention initiatives, and customer engagement strategies.
- Reduced agent absenteeism by 18% in four months through targeted policy updates, cultural improvements, and enhanced accountability. Team managed dept collection and customer service facing functions.
- Implemented capacity planning and volume forecasting processes to ensure accurate staffing, resource alignment, and service level consistency.
- Restructured management layers to establish a one‑on‑one leadership model, improving morale, communication, and workforce stability.
Education
Bachelor of Business Administration -
Ashford University
Skills
- Customer experience strategy
- Service transformation
- Salesforce
- NICE
- Avaya
- Verint
- IVR
- Webchat
- AI Agent Assist
- Global Call Center Leadership
- Forecasting & Capacity Planning
- Workforce Management
- Process Optimization & Cost Control
- KPI framework implementation
- Quality Assurance & Performance Metrics
- CRM optimization
- Multi-channel support
- Resource allocation
- Performance improvement
- Operations oversight
- Mergers & Acquisitions (M&A) Integration Support
- Cross-functional team leadership
- Cross-functional collaboration
- Stakeholder engagement
- Strategic planning
- Training, Coaching & Mentorship Programs
- Team development
- Leadership training
- Regulatory & Audit Compliance
- Conflict resolution
- Problem-solving
- Problem-solving
Training
- Leadership Development Programs, Henry Schein Learning & Development Institute
- Gartner Membership - Customer Experience & Support Innovation Highlights
- Higher Ambition Training Alliance - Completed 2024
- ConantLeadership - Doug Conant BLUEPRINT Leadership Summit & Boot Camp (2021-2022)
- Certificate of Mentorship & Diversity & Inclusion Initiatives - Henry Schein, Inc.
Timeline
Director, Customer Service
Henry Schein, Inc.
02.2004 - 09.2025
Sr. Sales and Service Manager
1800Flowers.com
01.1997 - 12.2004
Bachelor of Business Administration -
Ashford University