Lisa Plasky
Melvindale,MI
Summary
Customer Success and Technical Support Professional with a proven record of building strong client relationships that drive satisfaction, loyalty, and retention. Adept at translating customer needs into effective solutions that improve engagement and product adoption. Recognized for clear communication, analytical problem-solving, and cross-functional collaboration to resolve issues efficiently and deliver a high-quality customer experience. Seeking to contribute proactively to organizational growth while continuing to expand professional expertise through high-impact performance and innovative approaches.
Overview
12
12
years of professional experience
Work History
Lead Customer Success Specialist (Remote)
Sensi.ai
Austin, TX
04.2018 - Current
Industry: Manufacturer of Virtual In-Home Care Devices
- Position reports to: VP of Customer Success
- Achievements: 99% CSAT
- Recognition as the Lead of Customer Success: Employee of the Quarter in years 2019, 2021, 2023, 2024 as well as multiple verbal and written personal positive Customer Feedback Reviews
- Direct customer-facing support via Email, live chat, telephone, and Hubspot from which I own and answer approximately 50 tickets per day
- Hubspot account management and reporting
- Lead qualifying and Sales presentations
- Onboarding, live training, account retention and maintenance
- Client usage analysis
- Creation and upkeep of Knowledge Base, Client User Guides and Training Guides
- Google Suite/Google Calendar Management
- Troubleshoot and test website errors and client user issues, and escalate to other departments if necessary
- Technical Support of product setup, connectivity, and operation
- Analyze and report Software Bugs
Client Services Specialist (Remote)
Michael Management Corporation
New York, NY
04.2014 - 04.2018
Industry: SAP software eLearning SaaS
- Position reports to: Owner/CEO
- Zoho Sales IQ Live Chat (All 4- and 5-star reviews / feedback)
- Zoho CRM (Leads, Contacts, Individual Accounts, Corporate Accounts, Tasks, Potentials, Invoices, Notes)
- Technical and Customer Support through Zendesk
- Custom company "Manager" platform (Backend platform)
- M2B custom subscription setup platform and Help Desk (manual setup of "live access" subscriptions)
- Credit card processing (Brain Tree, Stripe / Authorize.net)
- Outlook/Outlook Calendar Management
- Accounts review (deactivation, reactivation, possible fraud, or misuse)
- Composing Blogs
- Team Presentations
- Weekly Staff Meetings
- Live Training Demos and Webinars
- Sales/Upselling
- Creating and handling SaaS Agreements
- Skype and Slack
- Telephone / VoIP (incoming and outgoing)
- Daily and monthly spreadsheet sales tracking
- NPS, CSAT, CES
Education
Bachelors - Business Administration
Baker College of Allen Park
Allen Park, MI06.2017
High school - College Preparatory
Walled Lake Central High School
Walled Lake, MI09.1987
Skills
- Customer Success Management & Technical Support
- Account Management & Client Retention
- Customer Onboarding & Training
- SaaS (B2B & B2C)
- Startups
- Sales / Upselling & Cross-Selling
- NPS, CSAT, CES, Customer Experience (CX)
- Empathy-Driven Support with superior verbal & written communication
- Stakeholder Management
- Cross-Functional Collaboration
- Escalation & Ticket Triage / Help Desk Support / VOIP/Chat/Email/SMS Support
- Interviewing & New Hire Training
- Medical/Healthcare/Dental Terminology
- CRM (HubSpot, Zoho, Pipedrive, Salesforce) / Zendesk / LMS Platforms
- AWS, Cloudflare, Grafana, Mixpanel, Custom Dashboards, SAP (Familiarity), Microsoft Office (Word, Excel, PowerPoint), Microsoft 365/Outlook, Google Workspace (Docs, Calendar, Gmail), DocuSign, SharePoint, OneDrive, Dropbox, Slack, Skype, Zoom, WebEx, GoToMeeting, Google Meet, JoinMe
- Calendar Management
- Multilingual Support (Google Translate)
ADDITIONAL DETAILS
- Full flexibility of work hours and time zones
- Personal home office space / equipment
Timeline
Lead Customer Success Specialist (Remote)
Sensi.ai
04.2018 - Current
Client Services Specialist (Remote)
Michael Management Corporation
04.2014 - 04.2018
High school - College Preparatory
Walled Lake Central High School
Bachelors - Business Administration
Baker College of Allen Park