Lisa Cavanaugh

• Own domestic and international client relationships and account strategy for a portfolio of corporate relocation programs, serving as the primary point of contact for program governance, escalations, and decision-making.
• Maintain high client satisfaction by balancing program cost, service delivery, and policy intent, and by resolving complex issues quickly and fairly.
• Lead trend analysis and client reporting to identify drivers of experience, cost, and cycle time, and translate findings into actionable recommendations.
• Drive growth through value-based proposals, including expanded services, increased utilization of existing solutions, and pricing discussions aligned to outcomes.
• Partner with Customer Experience and Operations (CXO), Client Finance, Supply Chain, and Implementation to align service delivery with client goals.
• Retained two top-25 client accounts through the RFP process by coordinating internal stakeholders, aligning to client priorities, and supporting a strong, fact-based renewal narrative.
• Managed a top-5 client relationship with sustained satisfaction, supporting revenue protection and growth through proactive governance and operational improvements.
• Supported multiple sales pursuits by providing program expertise, client-ready storylines, and operational capability input.

Selected Account Management initiatives and outcomes

• Project Fusion: supported training and enablement of colleagues on operational process changes and practical adoption needs.
• Fixed Fee utilization: partnered with stakeholders to increase adoption and align program use to client cost and experience goals.
• HCA Pre-D process: strengthened upstream steps to support smoother downstream execution and fewer preventable exceptions.
• Cummins authorization automation: improved authorization workflow efficiency and reduced manual handoffs.
• TVA fixed fee usage: increased consistency of program application and supported better cost governance.

• Managed overall service delivery for a book of clients by monitoring quality, experience, and operational performance.
• Led and coached a team of relocation consultants while managing escalations, exception processing, and targeted training.
• Communicated and maintained client-facing reports covering active relocations, financials, and key program data.
• Coordinated cross-functionally to ensure consistent experiences for consultants and transferring employees.
• Counseled clients on policy administration and operational functions and participated in business reviews and prospective presentations.

• Progressive responsibility across client delivery, exception handling, and operational subject matter expertise.

• Progressive responsibility across client delivery, exception handling, and operational subject matter expertise.

• Progressive responsibility across client delivery, exception handling, and operational subject matter expertise.

• Progressive responsibility across client delivery, exception handling, and operational subject matter expertise.