LISA FLORES

Work History

Crete United, ProStar Energy Solutions

08.2022 - 12.2025

HVAC Service National Accounts
Lead a team managing four key national accounts
Collaborate with partners to ensure timely completion of preventive maintenance visits each quarter
Serve as project manager for service related unit replacements for client accounts
Review and prioritize service tickets and team workload in alignment with service level agreements
Coordinate quarterly business reviews with key stakeholders and client leadership
Provide updates and weekly reporting to designated client points of contact
Facilitate ongoing client meetings to share updates and identify opportunities
Work closely with estimators to deliver quotes to clients within SLA.

ProStar Energy Solutions

Managed a remote and onsite Tier 1 support team of 6 representatives
Enhanced operational efficiency to accommodate a 56% increase in contact volume without additional headcount
Forecasted workload and created schedules for optimal team coverage
Successfully launched Fexa implementation within three months of project kickoff
Introduced virtual shared mailbox management and schedules
Reduced team case load by 50% through process improvements
Streamlined onboarding with a Tier 1 training playbook and documented SOPs
Implemented quality assurance metrics through Salesforce for NPS analytics and client reporting
Led the project for Cisco Contact Center implementation and transition to WebEx softphones
Onboarded new partners, including system setup and training for Fexa and Youreka software
Collaborated with key stakeholders to develop vertical-specific SOPs.

Dallas

02.2019 - 02.2022

Cowboys (Transitioned to role at ProStar Energy Solutions; part of the Dallas Cowboys owner portfolio and bridged tenure), Oversaw a hybrid remote CSR team supporting four distinct phone queues for B2C and B2B e-commerce
Coached employees on operational policies and procedures
Implemented outbound chats, reducing cost per interaction by 22%
Enhanced chat satisfaction by 23% and handle rate by 12.3% year-over-year through training initiatives
Introduced email tracking for efficiency monitoring and SLA reporting
Developed QA best practices for call handling and implemented assessment programs and KPIs
Maintained a 2% abandon rate with an average speed of answer of 30 seconds
Addressed and resolved BBB and social media complaints
Achieved $1M in annual savings by identifying fraudulent e-commerce orders using the Kount system
Researched e-commerce chargebacks for various brands.

Home Team Pest Defense

04.2018 - 02.2019

Managed 8 representatives on the customer service and accounts receivable teams
Processed accounts payable and submitted information for corporate payment
Handled cash receipts and bank deposits, ensuring account reconciliation
Assisted with financial statement variance analysis
Conducted new hire training and provided coaching on the best practices for call interactions
Reduced days sales outstanding from 11.3 to 7.8 days.

Trend Micro

08.2011 - 04.2018

Managed the NABU customer service call center and call routing via Avaya
Collaborated with sales, resellers, and customers to resolve software licensing issues while ensuring JSOX compliance
Managed budget and reduced operating costs for chat support
Oversaw email and chat distribution for end users and channel partners
Supported and communicated company policies and changes
Coached and mentored team members on interaction techniques
Developed quality metrics and improved call assessments from 78% to 92.5%
Reduced order errors from 5% to 0.5% and order cycle time from 2 days to 15 minutes for automated orders
Ensured OM processing rules aligned with JSOX compliance.

Thryv

03.2004 - 08.2011

Led a team of 12 search engine marketing account managers with a $5M annual click budget
Created call assessment forms and guidelines for quality assurance
Increased client retention by 15% and quality click expenditure by $1M
Analyzed metrics and implemented changes to enhance search performance
Coordinated outsourcing initiatives and developed standard operating procedures
Resolved complex customer issues and trained team members on new products and processes
Assisted in the review and creation of process documentation for ISO compliance.