LISA L HERRMANN
Sheboygan,WI
Summary
Utilize my leadership skills, educational background, experience, and creativity to meet company objectives while continually growing in knowledge.
Overview
23
23
years of professional experience
Work History
Contact Center Manager/Client Success Manager/Business Development Associate
Panacea Smart Solutions LLC
Sheboygan, WI
07.2023 - Current
- Created the structure for the basis of a Contact Center as it was a new division I was hired to establish
- Wrote training manuals and trained new members hired for the Contact Center
- Developed a job description for the Contact Center and hired 12 members
- Managed team members in India and the US
- Established metrics for the team that held them accountable and encouraged them to hit high standards
- Successfully onboarded team with the company's largest client
- Extended the Contact Center to and internal team covering Marketing calls for Panacea
- Designed a structure for a Client Success program and began to run it myself before creating a full team
- Assisted the company by making calls to potential clients, set up discovery meetings and ran the m
- Managed daily operations of the contact center, including staffing, scheduling, and customer service.
Tour Coordinator
Kohler Design Center
Kohler, WI
01.2019 - 03.2023
- Recruited, hired, and managed working retirees as they performed duties as tour guides
- Created and lead History Tour of the Kohler Co
- Created a Virtual Factory Tour for guests during factory isolation over COVID times
- Worked remotely during COVID and managed chat program fielding questions from multiple guests at one time
- Restructured the path and verbiage of the factory tour
- Formed a multifunctional team to assist in boosting the efficiency and effectiveness of the tour
Customer Sales Supervisor
Bemis Manufacturing Co.
Sheboygan Falls, WI
01.2004 - 01.2011
- Supervised and mentored CSR Department to succeed beyond in the company
- Managed Mail and Messenger service to build an efficient interoffice mail service
- Developed and carried out LEAN 5S initiative in Customer Service, Traffic, and Financial Services Departments
- Redesigned and wrote training paths for the Customer Service Department and then trained all CSRs
- Participated on the Bemis Organizational Development Team to instill Corporate Values among employees
- Learned and trained Salesmen and all users on the use of the DI Diver sales analysis program
- Developed standard communications on pricing, programs and promotions
- Completed and delivered performance evaluations for direct reports and CSR department
- Developed company Values with a multifunctional team and then trained all employees to emulate them
Lead Customer Sales Coordinator
Bemis Manufacturing Co.
Sheboygan Falls, WI
01.2002 - 01.2004
- Created return program for The Home Depot representatives and trained Reps to disseminate the program to all the stores
- Worked on corporate team to write and develop the Quality-of-Service Metric to ensure on time deliveries
Education
BA - Secondary Education - English Major, History Minor
Concordia University
Mequon, WIBS - Business Management
Lakeland College
Sheboygan, WISkills
- Self-motivated leader
- Detail-orientated
- Creative thinker
- Logical thinker
- Team player
- Strong written communication
- Strong oral communication
- Proficient in Excel
- Proficient in Word
- Proficient in PowerPoint
- Proficient in AS400
- Proficient in JD Edwards
- Proficient in Microsoft AX
- Proficient in Salesforce
Training
- MRA Customer Service Techniques, 09/07/03
- Power Excel, 10/06/03
- Lean Office, 11/05/03
- Effective Delegation, 08/04/03
- Secrets of Successful Negotiation, 05/04/03
- How to Supervise People, 11/03/03
- Coaching Skills for Managers and Supervisors, 12/03/03
- Criticism and Discipline Skills for Managers, 03/03/03
- Step Up to Leadership, 02/03/03
- Advanced Word, 11/03/03
Volunteer Experience
Chair of Board of Education, St. Paul Lutheran Church, Sheboygan Falls, WI, 01/01/98, 12/31/15, Create programs for the Education Department; GLOW Program, Family of Christ Night, Nursery Program, Sunday School Program, VBS programs., Created a budget for the Education Department and monitored all spending to stay within budget lines.
Timeline
Contact Center Manager/Client Success Manager/Business Development Associate
Panacea Smart Solutions LLC
07.2023 - Current
Tour Coordinator
Kohler Design Center
01.2019 - 03.2023
Customer Sales Supervisor
Bemis Manufacturing Co.
01.2004 - 01.2011
Lead Customer Sales Coordinator
Bemis Manufacturing Co.
01.2002 - 01.2004
BA - Secondary Education - English Major, History Minor
Concordia University
BS - Business Management
Lakeland College
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