Lisa Odom
Richland,MS
Summary
Results-oriented Director of Customer Operations emphasizing team performance and customer-focused strategies.
Overview
22
22
years of professional experience
Work History
Customer Treasury Support Specialist
Trustmark Bank
Jackson, Mississippi
06.2025 - Current
- Trained businesses on new products to deliver exceptional customer support.
- Resolved technical issues related to online banking and mobile applications efficiently.
- Facilitated communication between customers and technical teams to expedite resolutions.
- Maintained compliance with company security protocols during support interactions.
- Managed difficult customer situations with composure, utilizing de-escalation techniques.
- Collaborated effectively with staff and management to enhance support services.
- Assisted users in troubleshooting technical issues to improve user experience.
- Performed clerical and administrative duties to support on-site operations.
Director of Customer Operations
TEC
Jackson, MS
09.2019 - 06.2024
- Designed and led team performance management initiatives and strategies to foster a customer-centric culture of accountability and continuous improvement.
- Streamlined workflow processes, leading to increased efficiency, and reduced operational costs.
- Worked closely with other departments, such as marketing or product development, to align customer service objectives and goals.
- Developed strategies for increasing sales by leveraging existing relationships with customers.
- Oversaw the development of training materials, programs, and initiatives for customer service staff.
- Recruited new employees when needed for the Customer Operations Department.
- Analyzed customer feedback provided by NPS surveys to identify areas for improvement.
- Prepared staff work schedules, and delegated work to the staff, setting priorities and goals.
Enterprise Solutions Manager
CSpire
Ridgeland, MS
02.2018 - 09.2019
- Managed a team of Enterprise Solution Advocates responsible for the technical and customer support of Mississippi government and enterprise accounts.
- Drive NPS (Net Promoter Score) to exceed KPI's.
- Budget adherence.
- Data review to identify resource efficiencies and synergies.
- Review of SLA’s performance results versus the company’s goals and objectives.
IT Technical Help Desk Manager
Saks Fifth Avenue
Jackson, MS
12.2003 - 09.2017
- Managed daily operations of the help desk, ensuring timely resolution of technical issues to improve service levels, and reduce incident response times.
- Conducted performance reporting to evaluate team effectiveness and identify training needs.
- Developed and maintained a knowledge base to streamline support processes.
- Monitored ticketing system for trends, and escalated critical issues.
- Collaborated with cross-functional teams to align IT support strategies with business objectives.
- Established resource allocation strategies to optimize team performance and workload management.
- Conducted regular team meetings to review performance metrics and set improvement goals.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Isolated problem trends and completed troubleshooting efforts for recurring problems until discovery of permanent solutions.
- Streamlined help desk processes and documentation to keep the department organized and operations running smoothly.
- Worked closely with senior management to develop strategies for improving customer service levels.
- Managed inventory of spare parts such as hard drives, memory chips required for servicing customers' computers.
- Monitored daily operations, including performance metrics and ticket resolution times.
- Conducted performance reviews of all personnel working at the help desk.
- Provided technical assistance to customers and employees.
- Provided company users with technical support.
- Met with stakeholders to collaborate and resolve problems.
- Examined metrics and prepared IT project progress reports.
- Globally managed the hardware support of over 100 retail locations, 2 DCs, and one corporate office.
- Led the project team of application software testing to update the infrastructure upgrades across the company.
Education
Bachelor of Arts - English / History
University of Mississippi
University, MS08-1990
Skills
- Technical support and troubleshooting
- Online banking solutions
- Customer training and education
- Compliance management
- Relationship management
Timeline
Customer Treasury Support Specialist
Trustmark Bank
06.2025 - Current
Director of Customer Operations
TEC
09.2019 - 06.2024
Enterprise Solutions Manager
CSpire
02.2018 - 09.2019
IT Technical Help Desk Manager
Saks Fifth Avenue
12.2003 - 09.2017
Bachelor of Arts - English / History
University of Mississippi