Summary
Overview
Work History
Skills
Accomplishments
Certification
References
Timeline
Generic

Lisa Wood

Wrightsville,Pennsylvania

Summary

Seasoned PMDA Help Desk Manager offering deep knowledge in customer service and team leadership. Skilled at resolving technical issues while maintaining high levels of customer satisfaction and meeting business objectives. Strong problem-solving abilities coupled with experience in implementing system improvements that enhance efficiency and productivity. Notable success in fostering strong relationships with CMS clients, staff, vendors, and stakeholders to facilitate project success.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Help Desk Manager

CVP contracted to CMS project
Washington, DC
09.2021 - Current
  • Achieved superior level of customer satisfaction through establishment of efficient help desk system
  • Provided technical assistance to customers and employees.
  • Monitored daily operations of the help desk team, including performance metrics and ticket resolution times.
  • Implemented procedures for responding to customer inquiries in a timely manner.
  • Ensured compliance with company policies regarding data security, privacy, and confidentiality.
  • Built and maintained successful relationships with stakeholders, clients, service providers, and vendors.

Help Desk Team Lead

CVP - contracted to CMS project
Washington, DC
03.2016 - 09.2021
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Recognized by management for providing exceptional customer service.
  • Utilized various software and tools to streamline processes and optimize performance.
  • Participated in sprint planning meetings with developers and product owners to understand upcoming features and changes.
  • Worked with Agile and Scrum methodologies to accomplish project milestones and meet demanding timelines.
  • Developed automated test scripts for regression and functional testing using Subject 7 and TestComplete.

Customer Support /Technical Account Manager

InOne Technology
Hunt Valley, MD
12.2011 - 03.2016
  • Developed customer relationships, identified customer needs and provided technical solutions.
  • Assisted customers with troubleshooting issues related to product usage or performance.
  • Implemented strategies for improving customer retention rates through proactive communication and problem resolution techniques.

Skills

  • Service Desk Team Management
  • Client Relationship Management
  • SLA Management
  • Performance Evaluation Conduction
  • Detailed Documentation
  • Incident Management

Accomplishments

  • Client Excellence Award - 2019

Certification

  • SAFe Practitioner Certification - 2019
  • Total Quality Management - 2022
  • ISTQB Foundation Certificate - 2022
  • Private Pilot Certification - 2017

References

References available upon request.

Timeline

Help Desk Manager

CVP contracted to CMS project
09.2021 - Current

Help Desk Team Lead

CVP - contracted to CMS project
03.2016 - 09.2021

Customer Support /Technical Account Manager

InOne Technology
12.2011 - 03.2016

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Lisa Wood