Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Lisa Schultz

Reading,PA

Summary


Results-driven leader with strong background in strategic management and organizational growth. Skilled in developing and implementing effective business strategies, optimizing processes, and driving team performance. Known for adaptability, effective collaboration, and delivering measurable outcomes in dynamic environments. Strong communication and problem-solving abilities, coupled with focus on fostering productive and positive team culture.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Director IT Support Services

Penske Truck Leasing
07.2018 - Current


  • Led strategic initiatives to performance and reduce operational costs.
  • Developed and implemented programs to enhance workforce productivity.
  • Streamlined processes to improve customer satisfaction.
  • Managed budgetary planning, ensuring alignment with organizational goals and financial targets.
  • Established key performance indicators to measure success and drive accountability across departments.
  • Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
  • Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
  • Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
  • Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
  • Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
  • Leveraged data analytics insights for informed decision-making in critical areas such as sales forecasting, budgeting, or personnel management.

Senior Manager - IT Customer Support Services

Penske Truck Leasing
03.2016 - 07.2018
  • Drive process improvement and support analysis of historic call volume information to influence decisions.
  • Work closely with various departments, supporting the Enterprise Support Management solution and implementing changes and enhancements as requested.
  • Manage vendor relationships and hold them accountable for SLAs.
  • Manage projects as needed and coordinate teams on project responsibilities.
  • Create and maintain vision for technological and resource solutions to prepare the IT Service Desk/Desktop Services teams for future support, including policies and procedures.
  • Conduct call data analysis
  • Anticipate future needs and make recommendations to elevate and improve performance.

IT Service Desk Manager

Penske Truck Leasing
03.2004 - 03.2016
  • Led service desk operations, ensuring timely resolution of technical issues and high customer satisfaction.
  • Developed training programs for staff, enhancing team performance and service efficiency.
  • Analyzed service desk metrics to identify trends, driving continuous improvement initiatives.
  • Developed a high-performing team by providing coaching, mentoring, and regular performance feedback.
  • Implemented an effective knowledge management system for quicker issue resolution and increased productivity.
  • Improved service desk efficiency by streamlining processes and implementing best practices.

Education

Governor Mifflin High School
Shillington, PA

Skills

  • Relationship building
  • Strategic planning
  • Verbal and written communication
  • Decision-making
  • People management
  • Employee development
  • Budget management
  • Creativity and innovation
  • Issues resolution
  • Negotiation

Accomplishments

  • Supervised team of 60+ staff members.
  • Member of Penske Diversity Council


Certification

  • Certified IT Service Desk Manager through Help Desk Institute

Timeline

Director IT Support Services

Penske Truck Leasing
07.2018 - Current

Senior Manager - IT Customer Support Services

Penske Truck Leasing
03.2016 - 07.2018

IT Service Desk Manager

Penske Truck Leasing
03.2004 - 03.2016

Governor Mifflin High School

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