Lisa Stansbury
Austin,Texas
Summary
Dynamic Customer Engagement Manager with a proven track record at the Department of Information Resources, excelling in CRM software and strategic thinking. Enhanced customer satisfaction through innovative onboarding programs and cross-departmental collaboration, driving business growth and optimizing best practices. Committed to fostering exceptional service standards and continuous improvement.
Overview
24
24
years of professional experience
Work History
Customer Engagement Manager
Department of Information Resources
07.2023 - Current
- Collaborated with cross-functional teams to develop new initiatives for enhancing customer experience and driving business growth.
- Championed a culture of exceptional customer service within the organization, setting high standards for team performance and leading by example.
- Identified areas for improvement in existing customer engagement processes by analyzing performance metrics and feedback data.
- Created a comprehensive onboarding program for new clients, ensuring seamless integration into company systems and services offered.
- Worked closely alongside other departments-sales/marketing/IT-ensuring seamless information sharing and collaboration towards common goals.
- Leveraged analytics tools to track customer engagement and satisfaction levels, allowing for continuous improvement of processes and strategies.
Quality Assurance Specialist
Department of Information Resources
02.2019 - 07.2023
- Ensured product compliance with industry regulations by staying up-to-date on relevant standards and guidelines, implementing necessary changes to maintain conformance.
- Enhanced customer satisfaction by addressing reported issues promptly and providing effective solutions.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Achieved timely resolution of non-conformance issues by implementing corrective action plans working closely with relevant departments.
Customer Service Liaison/Customer Care Coordinator
Health and Human Services Commission
06.2016 - 02.2019
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
- Negotiated mutually agreeable solutions during challenging situations, preserving positive brand reputation among clientele.
- Resolved escalated client complaints professionally, working diligently towards fair outcomes beneficial to all parties involved.
- Established long-term relationships with key clients, acting as their primary point of contact and trusted advisor throughout their journey with the organization.
Access Management Analyst
Texas Comptroller of Public Accounts
08.2015 - 06.2016
- Simplified user access management by implementing centralized authentication mechanisms using LDAP or Active Directory integration.
- Improved access management efficiency by streamlining authentication processes and implementing single sign-on solutions.
- Managed Active Directory services, ensuring efficient user access management and proper security protocols implementation.
- Maintained compliance with industry standards through adherence to best practices for security administration and user access management.
Contract Administration and Security Analyst
Texas Workforce Commission
05.2008 - 08.2015
- Maintained up-to-date knowledge of emerging threats by attending professional development events and staying informed on industry trends.
- Analyzed log files for anomalies, identifying potential intrusions or malicious activity before significant damage occurred.
- Educated employees on cybersecurity awareness through training sessions, significantly reducing instances of human error-related breaches.
- Managed access controls for sensitive information systems, safeguarding data integrity and confidentiality.
Network Troubleshooting Analyst
Texas Health and Human Services Commission
08.2001 - 08.2007
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
- Enhanced customer satisfaction rates through detailed analysis of customer feedback data and subsequent improvements in service offerings.
Education
Bachelor of Arts - International Studies/General Business
St. Edward's University
Austin, TXSkills
- CRM software proficiency
- Technical aptitude
- Customer segmentation
- Creative mindset
- Strategic thinking
- Best practices optimization
- Risk assessments
- Event coordination
- Stakeholder relations
Timeline
Customer Engagement Manager
Department of Information Resources
07.2023 - Current
Quality Assurance Specialist
Department of Information Resources
02.2019 - 07.2023
Customer Service Liaison/Customer Care Coordinator
Health and Human Services Commission
06.2016 - 02.2019
Access Management Analyst
Texas Comptroller of Public Accounts
08.2015 - 06.2016
Contract Administration and Security Analyst
Texas Workforce Commission
05.2008 - 08.2015
Network Troubleshooting Analyst
Texas Health and Human Services Commission
08.2001 - 08.2007
Bachelor of Arts - International Studies/General Business
St. Edward's University
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