Lisa S. Gross
Indianapolis,In
Summary
Dynamic and results‑driven professional with extensive experience in tax preparation, business operations, sales leadership, and client relationship management. Proven ability to analyze complex information, optimize processes, and lead teams to exceed performance goals. Recognized for exceptional strategic planning, communication, and decision‑making skills, consistently ranking as a top performer in competitive environments. Adept at building strong client relationships, improving operational efficiency, and driving business growth.
Overview
22
22
years of professional experience
Work History
Senior Business Operations Manager
GrossProfit Enterprises
Indianapolis, In
01.2016 - Current
- Provide leadership, direction, and strategic planning for business operations.
- Mentor and train employees to strengthen product knowledge and operational performance.
- Implement new technologies to improve efficiency and reduce operational costs.
- Collaborate with business partners to maintain consistency with policies, standards, and process approvals.
- Resolve complex operational issues and support cross‑departmental initiatives.
- Develop training programs and facilitate process improvements to meet business objectives.
- Analyzed market trends to inform decision-making and identify growth opportunities for the organization.
- Managed budgets and resource allocation to optimize operational performance while ensuring alignment with corporate goals.
- Mentored junior staff, fostering professional development and enhancing team performance through knowledge sharing.
- Spearheaded the implementation of new software systems to streamline data analysis and decision-making processes.
- Developed training programs for employees to increase their knowledge base.
- Provided leadership, direction and strategic planning for business unit operations.
- Implemented new technologies to improve operational efficiency and reduce costs.
- Served as a key corporate representative, liaising with multiple departments to support operational excellence.
- Collaborated with professionals to facilitate new process improvements, enabling the company to meet business objectives.
Media Sales/Assistant Manager
Gannett
Indianapolis, In
01.2014 - 05.2021
- Discussed emerging trends within the industry alongside ISRs.
- Respond to client escalations and mentor ISRs to better support key customers.
- Create, maintain, and share action plans with the account base.
- Tracked performance data, making necessary short-term and long-term plans.
- Analyzed current account portfolios for improved focus on daily customer relationship management with ISRs.
- Applied technical and business expertise to drive product adoption.
- Ensured comprehensive review sessions for better ISR insights.
- Demonstrated strong interpersonal skills by accurately reading situations for satisfaction determination.
- Ability to think strategically to develop a long-term plan for a more established business book.
- Utilized exceptional communication skills to convey messages clearly in both verbal and written formats, building productive relationships.
- Prioritizes and completes tasks with a concern for all the details involved, and monitors and checks work for accuracy.
- Proven ability to communicate and have instant credibility with new hires in the market.
- Adopted an understanding of specific territory dynamics and trends to leverage digital marketing.
- Serve as a market/ECS liaison and expert to designated market(s) and DESC team members regarding pricing, packages, systems, marketing information, processes, etc.
- Provided customer service by answering questions, resolving problems, and responding to complaints promptly.
Media Sales/Recruitment Consultant
Gannett
Indianapolis, In
01.2012 - 01.2014
- Developed a strong understanding of existing and prospective clients' strengths and challenges to determine digital marketing needs
- Specialized in recruitment advertising strategy, centered on the use of CareerBuilder products as well as print advertising, to match talent with job openings
- Assembled creative solutions for both medium and large corporate businesses, while creating consistency in follow-ups and continued service
- Developed strong referral networks through active participation in industry groups, professional associations, or community organizations.
- Collaborated with hiring managers to develop accurate job descriptions and identify key qualifications for open positions.
- Assisted with writing job postings and job descriptions for boards.
- Build trust, repertoire, and interpersonal connections which allowed for healthy business relationships
- Contributed to business development efforts by identifying potential new clients within target industries or markets.
Business Development Manager
Tom Wood, Inc.
Indianapolis, In
01.2004 - 01.2009
- Effectively ran the customer retention program (CRM called Contact Manager)
- Implemented CRM systems to streamline client management and improve communication efficiency.
- Analyzed sales data to refine approaches, optimize processes, and boost overall performance.
- Reached out to potential customers via telephone, email, and in-person inquiries.
- Developed training materials for electronic data capture
- Presented key selling points/features and benefits while focusing on customers’ needs and expectations
- Consistently moved the prospect towards commitment and sales
- Identified new business opportunities through market research and competitive analysis.
- Manage and maintain a detailed pipeline to achieve/exceed assigned monthly quota
- Developed strategic partnerships to enhance market reach and drive revenue growth.
Education
Bachelor of Science - Business Management
Indiana Wesleyan University
Marion, INSkills
- MS Office Word
- Excel
- PowerPoint
- CRM
- Analytical skills
- Strategic planning
- Interpersonal skills
- Team-building
- Communication skills
- Critical thinking skills
- Decision making skills
- Organization skills
- Documentation filing
- Relationship building
- E-commerce strategy
- Business continuity planning
- Cross-functional team leadership
- Business strategy
- Relationship building and management
- Client service
- Onboarding and training
- Staff management
- Motivational leadership
- New hire training
- Project management
- Business development
- Conflict mediation
- Professional rapport
- Strong analytical thinking
- Intelligent decision-making
- Operational excellence
- Sales operations
- Operations management
- Strategic partnerships
Affiliations
- Worldwide Womens Association
- Autism Society of Indiana
- World Tea Expo
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Business Operations Manager
GrossProfit Enterprises
01.2016 - Current
Media Sales/Assistant Manager
Gannett
01.2014 - 05.2021
Media Sales/Recruitment Consultant
Gannett
01.2012 - 01.2014
Business Development Manager
Tom Wood, Inc.
01.2004 - 01.2009
Bachelor of Science - Business Management
Indiana Wesleyan University