LISA GARVEN
Columbus,OH
Summary
- Results-Driven Sales and Service Manager, Leveraging 26 years of Successful Leadership
- Proven Architect of Peak-Performance Teams
- Customer Service and Sales Expert with Deep Knowledge of Call Center Key Performance Indicators
- Customer Care Advocate, with Demonstrated Success Achieving Superior C-Sat Levels and Deepening Sales Relationships
- Top Performer who Thrives in High Volume, High-Expectation, High-Stress Environments
- Articulate Communicator, Building Rapport and Trust at All Levels
- Quota Breaker, Consistently Leading Organizations to Exceed Revenue Targets
- Enterprise Change Management Expert, Establishing Strong “Success-Based” Cultures
Overview
30
30
years of professional experience
Work History
Contact Center Specialist
Premium Service Brands
07.2025 - Current
- Managed high-volume inbound calls, resolving customer inquiries efficiently.
- Developed and implemented training materials for new team members, enhancing onboarding process.
- Utilized CRM software to track interactions and maintain accurate customer records.
- Collaborated with cross-functional teams to streamline communication and improve service delivery.
- Full knowledge and expertise of all brands within the Premium Service Brands network
- Top converting specialist within the contact center
Lead Store Manager
Sovran Self Storage Inc.
01.2014 - 06.2025
- Support and oversight of (18) store properties in the Ohio, Michigan, and Kentucky markets
- Management of P&L as well as budget variance
- Auditing and Operational Compliance
- Vendor Management
- Recruitment, Orientation, and Training of all store staff
- Site Acquisition Lead
- Provide World Class Customer Service and Upselling of Products and Services
Remote Call Center Manager
Titan Teleservices
01.2015 - 01.2020
- PM & Weekend management of 60+ remote call center agents
- Responsible for meeting company key performance indicators (i.e., Average Handle Time, After Call Work, Calls Per Hour, and Conversion %)
- Day to day behavioral coaching of agents
- Interviewing, Onboarding, and Training of all call center agents
- Quality monitoring and scoring of agent calls ensuring CSAT is within standard
- Real-time management of agent schedule adherence/workforce management
PM Corporate Office Manager
Renew Remodeling & Repair
01.2013 - 01.2016
- Full recruitment, training, and development of office staff
- Neighborhood canvassing/lead generation for sales representatives
- Collaborate and Plan with Project Management and Insurance Adjustment
- Payroll preparation and administration
Teller Coordinator
US Bancorp
01.2008 - 01.2013
- Ordering and Maintaining cash levels for the branch
- Branch audits and Teller Cash Exposures
- Behavioral Coaching of Teller Staff to ensure Service and Sales quotas were met
- Branch notary
Assistant Manager
Englefield Ohio Co.
01.2002 - 01.2008
- Site product order management
- Audit
- Stock Inventory
- Vendor Management
- Cash Handling & Banking
Call Center Recruiter/Trainer
Colorado Prime Corporation
01.1999 - 01.2002
- Job description design and posting
- Initial interview and final hiring decisions
- Onboarding and Full, Live training
- Employee shadowing oversight
- Post training performance tracking
- Post training employee survey assessment
Regional Apartment Manager
A-1 Developers
01.1996 - 01.1999
- Management of (7) Apartment Communities in Central Ohio
- Vendor Management
- Unit Presentation and Leasing Sales
- Eviction Proceedings
- On-Call 24 Hours daily
Education
College Preparatory Studies -
Groveport Madison High School
Groveport, OH06.1993
Six Sigma Training - undefined
Columbus, OhioSkills
- Profit and loss oversight
- Sales revenue forecasting
- Talent acquisition expertise
- Demonstrative leadership
- Operational efficiency enhancement
- Workforce optimization
- Quality assurance
- Remote site management
- Start-up management
- Behavioral coaching specialist
- Talent acquisition and onboarding
- Sales and upselling training expertise
Timeline
Contact Center Specialist
Premium Service Brands
07.2025 - Current
Remote Call Center Manager
Titan Teleservices
01.2015 - 01.2020
Lead Store Manager
Sovran Self Storage Inc.
01.2014 - 06.2025
PM Corporate Office Manager
Renew Remodeling & Repair
01.2013 - 01.2016
Teller Coordinator
US Bancorp
01.2008 - 01.2013
Assistant Manager
Englefield Ohio Co.
01.2002 - 01.2008
Call Center Recruiter/Trainer
Colorado Prime Corporation
01.1999 - 01.2002
Regional Apartment Manager
A-1 Developers
01.1996 - 01.1999
Six Sigma Training - undefined
College Preparatory Studies -
Groveport Madison High School