Lisa Martin
Accomplished customer experience and operations professional with more than 20 years of leadership experience coordinating services, building collaborative relationships, and delivering exceptional customer and participant experiences. Proven ability to serve as a trusted liaison among clients, participants, families, and community partners to ensure seamless communication, resolve concerns, and improve satisfaction. Experienced in program coordination, operational process improvement, data tracking, and team leadership. Recognized for a compassionate, solutions-focused approach, exceptional communication skills, and a consistent commitment to providing responsive, high-quality service while fostering trust and long-term relationships.
Work History
Career Pathways Coordinator
2 Years 1 Month- Serve as the primary point of contact for program participants, ensuring a positive experience through ongoing communication, encouragement, and individualized support.
- Build collaborative relationships with program leadership, facilitators, volunteers, and community partners to coordinate services and improve participant outcomes.
- Lead and mentor facilitators and volunteers to provide consistent, high-quality service delivery and participant engagement.
- Coordinate and manage educational programming serving more than 30 participants across multiple locations.
- Conduct participant follow-up and progress monitoring to identify concerns, remove barriers, and improve retention and program success.
- Analyze program data and participant feedback to identify opportunities for continuous improvement.
- Organize workshops, community events, and collaborative initiatives with internal leadership and external partners.
- Maintain accurate electronic documentation and confidential participant records.
- Resolve participant concerns with professionalism, empathy, and timely follow-up.
Production Manager
4 Years 11 Months- Served as the primary liaison between homeowners, project managers, construction teams, and trade partners throughout the customer journey.
- Built trusted relationships with homeowners through proactive communication, regular project updates, and responsive problem resolution.
- Coordinated multiple residential remodeling projects simultaneously while ensuring exceptional customer satisfaction.
- Facilitated meetings to establish expectations, address concerns, and maintain alignment among all stakeholders.
- Managed service concerns and project issues through timely communication and collaborative problem solving.
- Maintained detailed project documentation, schedules, change orders, and customer communications.
- Improved operational workflows that enhanced communication, efficiency, and overall customer experience.
- Coordinated scheduling, vendor communication, materials procurement, and project timelines.
- Supported recruiting, interviewing, and onboarding of new employees.
- Earned consistently outstanding homeowner reviews recognizing communication, organization, responsiveness, and personalized customer care that generated referrals and repeat business.
Telerecruitment Supervisor
13 Years 1 Month- Supervised daily operations for a customer service team of more than 25 employees.
- Built collaborative partnerships across multiple departments to support organizational goals and donor engagement.
- Directed recruitment efforts supporting five donor centers and more than 100 monthly blood drives.
- Resolved customer concerns with professionalism while maintaining strong relationships with donors and community partners.
- Monitored operational data and service metrics to improve productivity and customer satisfaction.
- Developed and implemented standardized procedures that improved service consistency and operational efficiency.
- Recruited, trained, coached, and developed staff to maintain a high-performing team.
- Collaborated with leadership and marketing teams on outreach initiatives, community events, and engagement campaigns.
Core Competencies
- Relationship Building
- Effective Communication
- Cross-Functional Team Collaboration
- Case Coordination & Follow-Up
- Client Engagement & Retention
- Program Implementation
- Operational Process Improvement
- Data Tracking & Reporting
- Leadership & Collaboration
- Documentation & Record Management
- Customer Satisfaction Initiatives
- CRM Systems (Buildertrend, Ontraport)
- Microsoft Office | Google Workspace
Accomplishments
Google Reviews from Dodson Builders Role
“A wonderful experience from start to finish. Lisa was in frequent contact with us…”
“Lisa was great to work with and made the pain of a remodel bearable.”
“Lisa was in constant contact with us… she is a joy to work with.”