LISA HIGGINSON
Springfield,IL
Summary
With over 20 years of experience in customer service leadership, telecommunications, and internet industries, I am a high-energy leader dedicated to delivering exceptional customer and employee experiences. Strong focus on training and innovation enables me to stay ahead of industry trends and provide cutting-edge solutions. Committed to ensuring the highest level of satisfaction for both customers and employees, driving success through strategic thinking and hands-on leadership.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Principal Business Strategy
08.2022 - Current
- Develop and implement cohesive training strategies primarily in the remote customer service center space
- Conduct competitive analysis to assess current and potential industry competitive landscape
- Design and analyze A/B testing to maximize results
- Build relationships with internal stakeholders and external partners to ensure successful delivery of projects
- Generate industry and consumer insights to empower data-driven decisions
- Monitor and report on project performance and provide meaningful data to create sound strategic plans and actions accordingly
- Identify emerging trends to prepare, evaluate, and suggest new ideas and campaigns
- Create comprehensive reports that demonstrate progress and successes within the brand experience
Associate Director Project and Program Manager
08.2019 - 08.2022
- Led team of project managers
- Employee selection, supervision and development
- Supervise launch and execution of new products and offers
- Create robust communication and training plans for new products and offers
- Support day to day operations and problem resolution with Root Cause Analysis
Lead Channel Manager
07.2017 - 08.2019
- Led for AVPs for many lines of business DMDR, Mobility Sales & Service, Direct Sales, Reconnects, Sales Support & OBTM teams in the Customer Service organization
- Project coordination for Performance Based Routing, Fiber and Broadband strategy and execution
- Developed and presented Ops review content for VP and SVP levels
- Coordinated All Manager meetings and prepared directors for new pricing, product launches
- Created and introduced incentive programs
- Partnered with compensation team to design payment abstracts and plan communications
- Client relations with Strategic Partner leadership
Associate Director Communications
11.2012 - 07.2017
- Led National Mobility Communications
- Prioritized, simplified and streamlined communications strategy for multiple organizations
- Planned communications strategy
- Video support including YouShare and Extraordinary Videos (YouTube platform)
- Created powerful launch plans, presentations and presented to field leaders
Manager and SR. Quality/M&P/Process
11.2010 - 01.2017
- IPhone and iPad Launch project manager
- Developed criteria for unlock att.com program with CDE team
- Communicated product/service launches, enhancements, and outages
- Created Methods and Procedures and device tutorials documentation for product[s] support such as MiFi
- Create Clarify CRM Needs and Technical Guide flows
- Developed business requirements for new products and services such as HSPA+
Education
Management Development Program - undefined
Harvard School of Business
01.2014
Masters - Business Administration
University of Phoenix
01.2013
Bachelor’s - Business Administration
University of Phoenix
01.2010
Skills
- Customer Service Leader
- Trainer
- Project and Process Management
- Personnel Selection (interview skills, selection)
- Proficient in Microsoft Office
- Business Objects
- Power BI
- Business Analytics and data story telling
- Compensation Management
- Incentive Programs
- Employee Training and Development
- Including content writing
- Labor Relations
- Product Launches
Certification
Project Management Certification eCornell University2023
Timeline
Principal Business Strategy
08.2022 - Current
Associate Director Project and Program Manager
08.2019 - 08.2022
Lead Channel Manager
07.2017 - 08.2019
Associate Director Communications
11.2012 - 07.2017
Manager and SR. Quality/M&P/Process
11.2010 - 01.2017
Management Development Program - undefined
Harvard School of Business
Masters - Business Administration
University of Phoenix
Bachelor’s - Business Administration
University of Phoenix
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