Lisa Hosgood
Sellersville
Summary
Dynamic Customer Experience Manager at Macy's with a proven track record in cross-functional collaboration and data analytics. Enhanced customer satisfaction through effective feedback management and performance evaluations, driving a culture of excellence. Skilled in training and onboarding, I fostered a high-performing team that consistently exceeded service goals.
Customer Experience Specialist with background in enhancing client satisfaction and loyalty through effective communication and problem-solving. Strong emphasis on team collaboration, achieving results, and adapting to evolving needs. Skilled in conflict resolution, process optimization, and customer relationship management. Known for reliability and proactive approach to improving service standards.
Overview
11
11
years of professional experience
Work History
Customer Experience Manager
Macy's
10.2019 - Current
- Assisted in managing customer inquiries and feedback to improve service quality.
- Participated in team meetings to discuss strategies for enhancing the overall customer experience.
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Conducted regular performance reviews with team members, fostering professional growth and development.
- Developed new employees and on-going performance assessment of current employees.
- Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
- Established performance and service goals and held associates accountable for individual performance.
- Analyzed sales trends to identify opportunities for upselling or cross-selling products, increasing revenue without sacrificing customer satisfaction.
- Organized quarterly workshops for continuous skill development among team members, promoting a culture of excellence in customer service delivery.
- Negotiated with vendors to secure better service terms that enhanced overall customer experience.
- Championed customer-centric culture within company, leading by example and rewarding exceptional customer service behaviors.
Licensed Insurance Agent
J & L Auto Tags
08.2014 - 10.2019
- Guided clients through policy selection and coverage options to meet individual needs.
- Analyzed client information to provide tailored insurance solutions and enhance customer satisfaction.
- Educated clients on policy benefits, claims processes, and risk management strategies effectively.
- Developed strong relationships with clients, fostering trust and loyalty through exceptional service.
- Calculated quotes and educated potential clients on insurance options.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
- Established trust with clients through transparent communication regarding policy costs, coverages, exclusions, limitations, endorsements or riders available upon request.
- Enhanced cross-selling success by identifying complementary products that would further protect clients'' assets or reduce liability exposure.
- Delivered outstanding first-contact resolution rates when assisting clients with inquiries about premiums or billing issues.
- Attended continuing education courses and workshops to gain additional insurance industry knowledge.
- Generated new business opportunities via targeted marketing campaigns, resulting in increased lead generation and conversion rates.
- Managed a diverse book of business, adapting to changing client needs and maintaining expert knowledge of multiple lines of insurance products.
Education
High School Diploma -
Northeast High School
Philadelphia, PASkills
- Cross-functional collaboration
- Voice of customer analysis
- Customer empathy
- Data analytics
- Engagement strategy development
- Digital channel expertise
- Customer feedback management
- Performance evaluations
- Training and onboarding
- Customer relationship management (CRM)
- Decision-making
- Staff management
- Microsoft office
- Team recruiting and hiring
- Calendar management
- Campaign management
- Promotional events
- Sales forecasting
- Market analysis
Accomplishments
- Supervised team of 50 staff members
- Managed relationships with Account Executives
- Enforced company policies and procedures and held associates accountable for metrics and reliability
- Worked with freelance help to adhere to the same standards as the team
Timeline
Customer Experience Manager
Macy's
10.2019 - Current
Licensed Insurance Agent
J & L Auto Tags
08.2014 - 10.2019
High School Diploma -
Northeast High School