Lisa Hockert
Circle Pines,MN
Summary
Proven professional with 30+ years' experience in customer-focused roles. Thrive in an organization where my skills and experience foster mutually-beneficial relationships between the customer and the company with outcomes of increased sales, customer retention and improved processes that drive company growth.
Excels at:
• Developing employee and customer relationships through leading, coaching, and motivating teams
• Leveraging technology, alliances, and channels to achieve more effective and efficient results
• Improving processes that reduce labor expense and increases sales
• Developing strategic and tactical plans for new product launches and various sales programs
• Problem solver – leadership through change – strong work ethic - organized
Overview
17
17
years of professional experience
Work History
Tech Services Manager
Staples
09.2015 - 11.2023
- Managed and develop team of 80+ associates while cultivating positive employee morale and promoting employee retention.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Implemented best practices in workflow management to ensure timely completion of tasks without compromising quality or client satisfaction levels.
- Spearheaded initiatives aimed at reducing costs while maintaining high service standards across all functional areas of responsibility.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Initiated cross-functional team collaborations to address complex customer challenges efficiently while fostering a collaborative working culture within the organization.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established performance benchmarks for the team, motivating employees to exceed expectations consistently.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Organized and detail-oriented with a strong work ethic.
- Demonstrated leadership skills in managing projects from concept to completion.
- Worked effectively in fast-paced environments.
- Launched quality assurance practices for each phase of development
Contact Center Manager
Taymark Inc.
08.2006 - 09.2015
- Managed and develop team of 100+ associates while cultivating positive employee morale and promoting employee retention.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Reduced call wait times by optimizing workforce scheduling and utilizing real-time data insights.
- Led successful cross-functional initiatives for continuous improvement in the contact center environment.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Optimized call routing strategies to decrease call abandonment rates and improve overall customer experience.
- Analyzed key performance metrics to identify areas of improvement and implement targeted action plans.
Education
No Degree - Business Administration
St. Thomas University
Saint Paul, United StatesSkills
- Forecasting
- Written Communication
- Goal Setting
- Professionalism
- Training and Development
- Time management abilities
- Team Collaboration and Leadership
- Process Optimization
- Interpersonal Relationships
- Computer Skills
- Performance Evaluations
- Operations Management
- Customer Service Management
- Team Development
- Multitasking
Timeline
Tech Services Manager
Staples
09.2015 - 11.2023
Contact Center Manager
Taymark Inc.
08.2006 - 09.2015
No Degree - Business Administration
St. Thomas University