Summary
Overview
Work History
Skills
Accomplishments
Generic

Lisa Moffat

Romeoville,IL

Summary

Visionary leader with 27 years in the rail industry, skilled in enhancing customer experiences. Acknowledged for fostering strong employee and customer relationships while strategically planning for organizational success. Demonstrates a proven track record in B2B marketing and customer support, with expertise in leadership, marketing, and customer relations.

Overview

27
27
years of professional experience
2
2
years of post-secondary education

Work History

Director of Marketing

Salco Products, Inc.
Lemont, IL
Dec.2012 - Current
  • Lead and Develop Marketing Team: Manage and mentor a high-performing marketing team of 5, fostering a collaborative environment. Achieved a 15% increase in team productivity by implementing individual performance metrics and conducting regular performance reviews.
  • Brand Identity Management: Maintain and enhance the organization's brand identity, ensuring consistency across all marketing channels. Increased brand recognition by 20% through the development and implementation of brand guidelines and standards.
  • Marketing Strategy Implementation: Oversee the implementation of marketing strategy across various channels, including website, campaigns, events, digital marketing, and press releases. Successfully executed marketing campaigns that resulted in a 25% increase in leads and a 10% increase in conversion rates.
  • Cross-functional Collaboration: Collaborate with sales, product development, and other cross-functional teams to align marketing strategies with overall business objectives. Improved alignment between marketing and sales teams, leading to a 30% increase in sales-qualified leads.
  • Digital Marketing Oversight: Direct digital marketing efforts, including SEO, social media, email marketing, and advertising. Enhanced online visibility and engagement, resulting in a 40% increase in website traffic and a 25% increase in social media followers.
  • Performance Measurement: Establish key performance indicators (KPIs) to measure and assess the performance of marketing initiatives. Implemented KPI tracking system, resulting in a 20% improvement in ROI measurement accuracy and a 15% increase in marketing campaign effectiveness.
  • Leadership Development: Demonstrated strong leadership skills by managing projects from start to finish. Spearheaded the successful launch of multiple marketing initiatives, resulting in a 30% increase in market share within the target demographic.
  • Time Management: Managed time efficiently to complete all tasks within deadlines. Implemented time management strategies, resulting in a 20% reduction in project completion time and improved overall team productivity.

Director of Customer Support

Salco Products, Inc.
Lemont
Sep.1997 - Dec.2012
  • Leadership and Team Management: Led and managed the customer support team, providing guidance, mentorship, and support. Achieved a 15% improvement in customer satisfaction scores through effective team leadership and training programs.
  • Culture Development: Fostered a positive and collaborative team culture, encouraging continuous learning and development. Increased employee engagement by 20% through regular team-building activities and recognition programs.
  • Process Improvement: Identified opportunities for process improvements and efficiencies to enhance customer satisfaction. Reduced average resolution time by 25% through the implementation of streamlined processes and automation tools.
  • Issue Resolution: Handled escalated calls and resolved difficult issues regarding client complaints and other matters. Decreased customer escalations by 30% through proactive problem-solving and effective communication techniques.
  • Feedback and Insights: Provided insights and feedback to help improve products and services based on customer interactions. Implemented customer feedback system, resulting in a 20% increase in product/service improvement initiatives.
  • Returns Authorization: Validated and authorized customer returns to ensure compliance and accuracy. Reduced return processing time by 20% through improved validation procedures and staff training.
  • Resource Development: Created comprehensive resources for customer support representatives to enhance their job proficiency. Improved first-call resolution rates by 15% through the development of knowledge base articles and training materials.
  • Training Programs Implementation: Implemented targeted upselling and cross-selling training programs, resulting in a 10% increase in revenue from upsell/cross-sell opportunities. Enhanced sales skills and product knowledge among support representatives, leading to improved revenue generation.

Skills

  • Customer Service Management
  • Inside Sales Management
  • Team Leadership and Development
  • Customer Experience Innovation
  • KPI Measurement and Analysis
  • Process Optimization
  • Customer Segmentation
  • Project Management
  • Creative Direction
  • Problem-solving aptitude
  • Account Management
  • Customer Relationship Building

Accomplishments

  • Team Management: Member and facilitator of the Leadership Team since its inception in 2012, guiding the team through employee engagement initiatives and achieving yearly corporate goals.
  • Organizational Development: Successfully established a robust marketing department from inception, aligning strategic objectives with operational implementation to drive brand awareness and customer engagement.
  • Team Development: Built a dynamic team of 5 skilled professionals, fostering a culture of creativity and collaboration to deliver innovative marketing campaigns that consistently exceeded targets
  • Project Management: Led a 15-month project overseeing a complete website redesign, resulting in a notable 25% surge in website traffic. The improvements significantly contributed to achieving record-breaking sales and enhancing the overall customer website experience.
  • Corporate Communications: Improved employee engagement and communication by developing from scratch a collaborative platform for employees to find company information, create content, and manage tasks and events.
  • ERP Implementation Leader: Led the selection and implementation of the current ERP system, providing comprehensive training on all sales/customer service-related modules
  • Performance Optimization: Developed a tracking process and program to achieve a 99% accuracy rate on order processing, reducing errors and improving efficiency by 5%.
  • Organizational Culture Development: Developed a suggestion box program to encourage employee feedback, resulting in operational improvements and enhanced employee morale.
  • Training and Development: Developed training manuals and held lunch-n-learns to improve employee knowledge on parts and processes, reducing errors and contributing to better customer experiences.




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