Lisa Deisenroth
San Jose,CA
Summary
Seasoned strategic Senior Director known for high productivity and efficient task completion. Specialize in large team leadership and developing effective strategies. Strengths include operational strategy, vision-driven change management, and robust business acumen. Excel in communication, problem-solving, and adaptability, ensuring seamless project execution and fostering cross-departmental synergy.
Overview
18
18
years of professional experience
Work History
Senior Director, Business Solutions
Barracuda Networks
Campbell , CA
06.2020 - Current
- Implemented new technologies to streamline processes and enhance productivity.
- Cultivated relationships with stakeholders to secure support and funding for key initiatives.
- Coordinated with regulatory bodies to ensure compliance with laws and standards.
- Produced thorough, accurate and timely reports of project activities.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Proposed or approved modifications to project plans.
- Directed operations to improve efficiency and increase profit margins.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Delegated work to staff, setting priorities and goals.
- Drove client satisfaction and improved support services to increase retention.
- Assessed current organizational systems and infrastructure, recommending changes as needed.
- Managed multiple projects simultaneously while ensuring deadlines were met.
- Lead cross-functional teams in developing creative solutions to challenging problems.
- Built relationships with external partners, vendors, and customers in order to foster collaboration.
- Created policies and procedures to improve operational efficiencies within the organization.
- Analyzed customer feedback data to identify areas for improvement in service delivery.
- Established performance metrics and evaluated staff to promote continuous improvement.
- Enhanced customer satisfaction through the development of service improvement initiatives.
Director, Global Customer Services
Barracuda Networks
Campbell , Cal
04.2015 - 06.2020
- Resolved any issues or discrepancies that arose during the processing of orders or requests.
- Liaised with customers, addressed inquiries, handled meeting requests and answer billing questions to provide outstanding customer care.
- Cultivated strong relationships with customers by responding promptly to inquiries or complaints.
- Developed and implemented strategic plans to ensure organizational goals were met.
- Directed the organization's daily operations, ensuring compliance with applicable laws and regulations.
- Assessed employee performance against established benchmarks or targets.
- Identified opportunities for improvement in operational performance metrics.
- Recruited, trained, supervised, evaluated and mentored staff members.
- Maintained quality control standards by monitoring the performance of process operations.
Global Customer Services Manager
Barracuda Networks
Campbell , Cal
10.2012 - 03.2015
- Oversaw operational processes related to order management and fulfillment.
- Collaborated with other departments within the organization to develop solutions that would increase overall efficiency in processing orders through the Order Management System.
- Developed and implemented procedures for efficient order management operations.
- Identified areas of improvement within the Order Management process by utilizing Lean Six Sigma principles.
- Implemented tools and systems to streamline order management activities.
- Implemented best practices related to sales process management and customer relationship building.
- Provided coaching and guidance to team members to build their skills in process management.
Customer Services Lead
Barracuda Networks
Campb , Cal
08.2007 - 10.2012
- Participated in regular meetings with senior management team to discuss progress of projects and initiatives related to customer service operations.
- Developed strategies for improving customer satisfaction levels.
- Worked closely with other departments such as sales, marketing and IT teams to ensure smooth delivery of services.
- Developed and implemented customer service policies and procedures to improve quality of customer experience.
- Ensured compliance with company policies and regulations related to customer service operations.
- Resolved escalated issues from team members or customers in an efficient manner.
- Collaborated with external vendors and suppliers providing support services related to customer service operations.
- Implemented changes based on feedbacks received from customers.
- Generated reports on key metrics such as average response time, first call resolution rate.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Handled cash and credit card payments and returned receipts, change and payment cards to customers.
- Volunteered to handle complaints and issues for manager during busy time periods.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls, chats and emails to facilitate customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Developed strong customer relationships to encourage repeat business.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Customer Services, Flooring Department
Bank of America
San Jose , Cal
06.2006 - 08.2007
- Drafted standard operating procedures related to handling incoming requests from customers.
- Managed workflow within the department by assigning tasks appropriately among team members.
- Identified new strategies for improving overall customer experience.
- Reviewed financial statements and other records to assess customers' ability to repay loans.
- Responded promptly to all customer inquiries regarding financing options and services provided by the company.
- Developed loan documents and gathered necessary information from clients.
- Performed administrative duties such as filing paperwork, preparing letters of commitment and denial, sending out disclosure packages.
- Gathered and documented client financial information and application details meeting lending requirements and accurately representing client status.
- Built relationships with clients and used knowledge of consumer marketplace, products and finance to fully understand clients' personal plans and introduced suitable loan services.
- Identified opportunities for new and improved products, services and processes to enable highest levels of customer service, loan production, quality and competitiveness.
Education
Associate of Arts - Business Administration
Heald Business College
Milpitas, CA04-2006
Skills
- ERP Systems Knowledge
- Salesforce CRM & CPQ
- NetSuite & Zone Billing
- Internal Order Management Tools
- Policy Development & Implementation
- Organizational & Business Development
- Operations Management
- Project Coordination
- Hiring & Retention
- International Business
- Critical Thinking & Problem-solving Abilities
- People Management, Team Building & Motivation
- Creativity & Innovation
- Cross-functional Team Leadership
- Issues Resolution
- Verbal & Written Communication
Activities
- Family Fun
- Sporting Events
- Cooking
References
References available upon request.
Timeline
Senior Director, Business Solutions
Barracuda Networks
06.2020 - Current
Director, Global Customer Services
Barracuda Networks
04.2015 - 06.2020
Global Customer Services Manager
Barracuda Networks
10.2012 - 03.2015
Customer Services Lead
Barracuda Networks
08.2007 - 10.2012
Customer Services, Flooring Department
Bank of America
06.2006 - 08.2007
Associate of Arts - Business Administration
Heald Business College
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