Lisa Hanna
New Port Richey,Florida
Summary
Customer focused leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. Documented strengths in building and maintaining relationships in dynamic, fast-paced settings. Proactive and meticulous with 6 years of experience. Expertise in generating optimal satisfaction levels while building profits and client generation.
Overview
24
24
years of professional experience
Work History
Customer Service Manger
Scent Fill
01.2018 - 01.2024
- Supervised and managed Customer Service Specialist
- Performed employee evaluations, recommend merit increases and intercompany job promotions
- Maintained employees work hours, pay scales, and vacations requests and missed time worked
- Performed Hiring and Firing
- Documented all processes and procedures to reduce onboarding time by 15%
- Grew customer accounts though exceptional customer support maintaining a knowledgebase of evolving product offerings and improved customer retention by proactively recommending products to existing and new customers alike
- Triage incoming calls reducing customer resolution by 22%
- Handled 60 plus support tickets and inquires daily with a 97% satisfaction rating.
Account Executive
SCC Soft Computer
01.2011 - 01.2018
- Responsible for providing support and maintaining client satisfaction to client account ts totaling $3.5 million in revenue
- Maintains detailed and confidential documentation regarding client accounts to generate leads for the sales department for continued sales revenue
- Act as the primary liaison between clients and support personnel to resolve client issues
- Collaborates with Business Unit Management to meet monthly billing quotas of 80% per month
- Selected as Super User for Maximizer application for testing and training of 17 Account Executives.
Associate Account Executive
SCC Soft Computer
01.2007 - 01.2011
- Managed 36 clients designated as leaving SCC
- Ran standard reports and created reports using Access, created and maintained departmental spreadsheets
- Collaborated with SCC staff to provide timely updates of client problems and solutions
- Maintained billing reports
- Coordinated Software Loads and Software Synchronizations (Syncs)
- Take meeting minutes, type, file
- Scheduled meetings and trainings for department and Account Executives
- SharePoint administrator and assisted in departments SharePoint site restructure.
Account Management Central Processing (AMCP)
SCC Soft Computer
01.2005 - 01.2007
- Responsible for handling all aspects of Software Change Requests (SCR’s) to include processing, quoting, purchase orders, research, etc
- Processed Requests for Quotes, hardware installations and software upgrades an average of 30 requests daily
- Acted as back up to all other AMCP positions
- Tracked shipping of software to clients
- Instrumental in developing and implementing Software Product Change process.
- Assisted with maintaining established departmental policies and procedures, objectives and quality improvement, safety and environmental and infection control standards.
Field Notification Coordinator
SCC Soft Computer
01.2003 - 01.2005
- Coordinated and deployed field notifications to affected client base
- Created, maintained, and updated spreadsheets to track the status of field notifications and corrections to client systems
- Prepared FDA reports summarizing the status of field notifications and corrections until completion
- Collected and archived any additional documentation (certified mail receipts, etc.)
- Created weekly, bi-weekly and quarterly reports on the status of field notifications and corrections for company management review and follow-up.
Quality Certification Coordinator/Document Control Specialist
Jabil Global Services
01.2000 - 01.2003
- Coordinated and managed all Certification Auditing requirements for company
- Coordinated and assisted management in continual improvement and overall maintenance requirements for certifications
- Responsible for all aspects of maintaining, and issuing controlled documents according to specified standards, such as ISO 'International Standard Organization', and other regulatory agencies standards
- Corresponded with clients and vendors with regards to record generation, retention, and transfers
- Implemented and ensured maintenance of database on archival records
- Analyzed change requests and process engineering change orders
- Assisted in various Quality Assurance positions including IPC Inspection and validations of customer specifications on electronic repaired assemblies
- Reviewed and approved documentation- reformatted and made necessary changes when applicable
- Participated in quality audits of new and established suppliers and customers.
Education
Business Administration - Business Administration
St. Petersburg College
Clearwater, FL01.2014
Skills
- Gorgias
- ShipStation
- QuickBooks
- Shopify
- MS Office Suite
- Google Docs
- Strong Work Ethic
- Customer-focused mindset
- Teamwork and Collaboration
- Customer Service
- Effective Multitasking
- Clear Communication
- Punctual and Dependable
Timeline
Customer Service Manger
Scent Fill
01.2018 - 01.2024
Account Executive
SCC Soft Computer
01.2011 - 01.2018
Associate Account Executive
SCC Soft Computer
01.2007 - 01.2011
Account Management Central Processing (AMCP)
SCC Soft Computer
01.2005 - 01.2007
Field Notification Coordinator
SCC Soft Computer
01.2003 - 01.2005
Quality Certification Coordinator/Document Control Specialist
Jabil Global Services
01.2000 - 01.2003
Business Administration - Business Administration
St. Petersburg College
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