Summary
Overview
Work History
Education
Skills
Timeline
Generic

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, OH
06.1993

Six Sigma Training - undefined

Columbus, Ohio

Skills

  • 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