Open To Work
Lisa Christmas
Customer Experience Consultant
Kenosha,WI
Summary
Customer experience leader with over 10 years of expertise in technical support, sales, and customer service across diverse industries including retail, healthcare, and automotive. Proficient in managing IT service requests, troubleshooting complex issues, and developing documentation to enhance operational efficiency. Familiar with ITSM tools and cybersecurity best practices, currently pursuing an M.S. in Cybersecurity with a focus on AI-driven service platforms. Demonstrated success in leading teams, optimizing service delivery, and utilizing technology to elevate customer satisfaction.
Overview
20
20
years of professional experience
3
3
Certifications
Work History
Customer Experience Consultant
CarMax
10.2023 - Current
- Mentored and developed 60+ new hires delivering live coaching, role-play facilitation and feedback; improved trainee performance scores by 50%.
- Conducted 30+ call observations, identified gaps, and delivered actionable coaching.
- Recommended 2 training curriculum changes adopted by training leadership improving onboarding.
- Resolve technical issues for staff and customers which reduce escalations by 30%.
- Manage 50+ daily customer interactions (calls/web), guiding vehicle selection, financing, and purchasing.
- Consistently exceed sales and service targets while maintaining top-tier customer satisfaction scores.
Save A Trip Refill Specialist
Walgreens
01.2022 - 04.2023
- Scheduled 50 vaccinations weekly including COVID-19, ensuring HIPPA compliance.
- Handled 80 daily support requests including troubleshooting, systems, online orders, and equipment.
- Improved customer retention by enrolling 200 + patients to the Save -A-Trip Refill campaign.
- Streamlined customer issue resolution, by reducing repeat calls by 55%.
Seasonal Retail Associate
American Girl (Mattel)
06.2022 - 01.2023
- Assisted 100 remote customers daily with product orders, reservations, and sales inquiries.
- Increased customer satisfaction through accurate order processing and tailored recommendations.
- Managed reservations for bistros, salons, and events, ensuring smooth customer experiences.
Education
Master of Science - Cybersecurity
Southern New Hampshire University
Manchester, New Hampshire05.2026
Bachelor of Art - Business Administration
Concordia University
Mequon, Wisconsin07.2024
Skills
- Microsoft Office Suite with Copilot
- Knowledge management systems
- Technical troubleshooting
- Generative AI
- Natural language processing
- Ethical AI design
- CRM systems
- Customer experience strategy
- Training and mentorship
- Real-time coaching and feedback
- Problem solving
- Cross-functional collaboration
- Help desk ticket management
- Crystal reporting
- Content management systems
- Reservation management
Certification
Security Awareness Home Office - Strongest Link (Adaptive 2022), 01/26
Projects
AI Training Exercise, Developed an AI-driven training exercise and supported PowerPoint presentation for an organization integrating core sales tip guides to improve customer service sales. Presentation adopted by peers and leadership, contributing to stronger performance, sales outcomes, and belonging.
Volunteer Experience
- Recruited volunteers for a fund-raising event through team presentations, resulting in a $600 donation to a local nonprofit.
- Organized and promoted virtual volunteer activities for new trainee graduation events.
Timeline
Customer Experience Consultant
CarMax
10.2023 - Current
Seasonal Retail Associate
American Girl (Mattel)
06.2022 - 01.2023
Save A Trip Refill Specialist
Walgreens
01.2022 - 04.2023
Master of Science - Cybersecurity
Southern New Hampshire University
Bachelor of Art - Business Administration
Concordia University