Lisa Plasky

Industry: Virtual In-Home Care Medical Technology

Reports to: VP of Customer Success

Key Achievements

• Maintained a 99% CSAT while supporting customers across email, chat, phone, and HubSpot ticketing systems
• Earned Employee of the Quarter recognition in 2019, 2021, 2023, and 2024
• Consistently recognized through verbal and written customer commendations for outstanding support and relationship-building
• Supported high-volume customer operations averaging approximately 50 customer interactions daily

Responsibilities & Impact

• Manage the full customer lifecycle including onboarding, live training, technical support, retention, and account management for healthcare technology clients
• Deliver high-touch customer support across multiple communication channels while maintaining strong customer satisfaction and response quality
• Partner with Sales teams to qualify leads, support product demonstrations, and contribute to customer adoption and revenue growth
• Analyze customer usage trends and engagement data to identify adoption opportunities, improve retention, and proactively address client concerns
• Create and maintain Knowledge Base articles, onboarding materials, client user guides, and training documentation to improve self-service support and internal efficiency
• Troubleshoot product, software, and connectivity issues while partnering cross-functionally with Product and Engineering teams to resolve escalations efficiently
• Maintain detailed customer account documentation, support reporting, and communication tracking within HubSpot and internal systems
• Advocate for customer needs by identifying recurring issues, workflow improvements, and opportunities to enhance the customer experience

Industry: SAP eLearning SaaS Platform

Reported to: Owner/CEO

Responsibilities & Impact

• Delivered technical and customer support through Zoho SalesIQ, Zendesk, phone, Skype, and Slack while consistently earning 4–5 star customer feedback ratings
• Managed customer accounts, subscription setup, billing support, invoicing, and fraud prevention processes through Zoho CRM and internal platforms
• Conducted live software demonstrations, onboarding sessions, webinars, and customer training presentations to drive SaaS adoption and long-term engagement
• Assisted with sales support, upselling opportunities, and SaaS agreement coordination to support customer retention and revenue growth
• Monitored customer satisfaction metrics including NPS, CSAT, and CES to identify areas for service improvement and stronger engagement
• Supported high-value customer accounts by providing proactive communication, issue resolution, and ongoing product support
• Collaborated across internal teams to resolve customer concerns, troubleshoot technical issues, and improve overall customer experience workflows
• Maintained detailed documentation and account records while managing multiple customer requests in a fast-paced remote environment