Lisa Marie Boykin

Responsibilities as a HR Generalist included hiring qualified candidates to fill roles within the company, on boarding employees and conducting new hire orientation, making sure that employees understood their benefits and when to enroll, also handling all the payroll and benefits for the 300+ employees in 6 states across the US, help integrate a solid company culture, initiate and create policies and procedures for company operations and compliance, conduct investigations for employee misconduct, conduct employee performance reviews, specialized in employee engagement, and help to design company compensation scales.

• Developed strong employee relationships through attentive listening and prompt resolution of concerns.
• Kept work areas clean and neat to promote efficient operations.
• Organized and maintained supplies to support employee operations.
• Provided exceptional service to employees, resulting in increased retention and positive feedback.
• Delivered high-quality work consistently, exceeding performance objectives regularly.
• Established key performance indicators for the department, monitoring progress towards targets regularly.
• Trained new team members effectively, increasing overall team efficiency.
• Collaborated with cross-functional teams to drive project completion.
• Evaluated process inefficiencies and recommended improvements to management for increased effectiveness.
• Managed multiple priorities successfully, meeting tight deadlines without sacrificing quality of work.
• Supported creation of detailed, technical financial models to value potential acquisition targets.
• Evaluated staff performance and provided coaching to address inefficiencies.
• Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
• Provided reporting for forecast analysis.
• Maintained database systems to track and analyze employee operational data.
• Gathered, organized and input information into digital HRIS database.
• Developed effective improvement plans in alignment with goals and specifications.
• Devised and implemented processes and procedures to streamline employee operations.
• Created and managed project plans, timelines and budgets.
• Conducted regular reviews of employee operations and identified areas for improvement.
• Educated staff on organizational mission and goals to help employees achieve success.
• Evaluated employee needs and feedback to drive improvements.
• Collected, arranged, and input information into HRIS database system.
• Collaborated with teams to define, strategize, and implement company policy and procedures.

Primary responsibility was to manage, maintain and successfully lead a remote call center with 300+ employees and maintain quality control and functionality.

• Listen to calls and then coach employees on how to improve their communication skills on the phone in order to obtain more willing survey participants
• In addition, also conduct interviews, provide new hire orientation, have created the instructional guides and employee assessments for the day to day operations and for employee accountability
• Created new logos as well as created marketing materials and business cards for MD Marketing
• Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
• Collaborated with cross-functional teams to identify potential areas of improvement in production processes, leading to enhanced product quality.
• Spearheaded root cause analysis investigations when needed, determining underlying issues and recommending appropriate fixes.
• Participated in regular management review meetings, providing updates on quality control performance and suggesting areas for improvement.
• Improved customer satisfaction with thorough final product inspections and adherence to strict quality control guidelines.
• Updated quality control standards, methods, and procedures to meet compliance requirements.
• Conducted regular audits of production facilities, ensuring compliance with industry standards and regulations.
• Enhanced product quality by implementing rigorous inspection procedures and standardized testing protocols.
• Implemented data-driven decision-making strategies, enabling more accurate identification of trends and areas for improvement.
• Coordinated with other departments to establish preventive maintenance schedules for equipment, reducing downtime due to unexpected failures or malfunctions.
• Managed supplier relationships to ensure high-quality raw materials were consistently used in production processes.
• Used VOXCO to produce reports regarding daily production quality, non conformance of products or processes and quality trends.
• Streamlined quality control processes, resulting in increased efficiency and reduced costs.
• Established a system for tracking non-conformances, facilitating quick resolution and preventing future occurrences.
• Developed comprehensive training programs for new quality control team members, ensuring consistent performance across the board.
• Reduced production defects by closely monitoring manufacturing processes and providing timely feedback to production teams.
• Initiated corrective actions when necessary, addressing product or process issues promptly to minimize impact on operations.
• Consistently maintained detailed records of all quality control activities for easy reference during audits or process evaluations.
• Collected and analyzed call metrics to evaluate quality, providing feedback, and interpretation to production management or staff.
• Facilitated proactive approach to quality control, preemptively identifying potential issues.
• Implemented sustainable quality control practices, contributing to company's environmental responsibility goals.
• Initiated cross-departmental collaborations to integrate quality control measures seamlessly.
• Streamlined defect identification processes, significantly reducing production errors.
• Fostered detailed-oriented environment, encouraging meticulous attention to quality at all stages.
• Optimized testing methodologies to cover broader range of defects with quicker detection times.
• Streamlined and monitored quality programs to alleviate overdue compliance activities.
• Assisted in organizing and overseeing assignments to drive operational excellence.
• Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
• Set aggressive targets for employees to drive company success and strengthen motivation.
• Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
• Leveraged data and analytics to make informed decisions and drive business improvements.
• Defined clear targets and objectives and communicated to other team members.
• Established team priorities, maintained schedules and monitored performance.
• Controlled resources and assets for department activities to comply with industry standards and government regulations.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
• Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
• Launched quality assurance practices for each phase of development
• Developed detailed plans based on broad guidance and direction.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Successfully managed budgets and allocated resources to maximize productivity and profitability.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Developed process controls and metrics for daily management of call center.
• Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
• Created team rotations to man center effectively during peak hours.
• Executed Monthly Performance Plans with representatives to to identify production gaps.
• Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
• Supervised 8 Quality control analysts in providing excellent customer service to callers requiring assistance.
• Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
• Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
• Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
• Trained team members on performance metrics and consumer behavior identification.
• Oversaw the successful implementation of new technology platforms that enhanced agent efficiency and provided valuable insights into customer behavior.
• Implemented quality assurance measures to monitor agent performance, ensuring adherence to company policies and procedures.
• Coordinated efforts between different teams within the organization to ensure seamless service delivery across all customer touchpoints.
• Improved workforce planning capabilities by analyzing historical call volume patterns to accurately predict future staffing needs.
• Determined quality assurance benchmarks and set standards for improvement.
• Enhanced team performance, providing regular coaching sessions and constructive feedback for continuous improvement.
• Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
• Created clear and effective policies governing all aspects of employee work and interaction with clients.
• Effectively resolved escalated customer complaints through proactive problem-solving techniques, resulting in higher satisfaction scores from clients.
• Recruited, trained and onboarded new agents, maintaining exceptional service standards.
• Streamlined call center operations for increased efficiency through optimizing scheduling, staffing, and performance tracking processes.
• Developed quality employees within call center to take over leadership positions.
• Created a supportive work environment that encouraged open communication, fostering a strong sense of teamwork among agents.
• Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
• Established and oversaw performance targets for call center associates.
• Led daily team meetings to review performance, set targets and motivate staff.
• Resolved escalated customer issues promptly and professionally to maintain satisfaction.
• Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
• Determined quality department standards, practices, and procedures.
• Applied coaching techniques and tools to support managers and team members in improving performance.
• Assured consistent quality of production by implementing and enforcing automated practice systems.
• Recorded, analyzed, and distributed statistical information.
• Implemented new quality assurance and customer service standards.
• Monitored staff organization and suggested improvements to daily functionality.
• Tracked quality issues with external customers, suppliers, and internal plant operations.
• Established and tracked quality department goals and objectives.
• Cultivated strong relationships with regulatory bodies to ensure compliance with all quality mandates.
• Conducted regular training sessions for staff to uphold and exceed quality standards.
• Developed and enforced strict quality control protocols to ensure adherence to industry standards.
• Led team of quality control specialists, fostering culture of continuous improvement.
• Guided organization through several successful quality certification processes, showcasing commitment to excellence.

Main responsibilities were to help with continuing education for the salons employees while maintaining self education and full clientele, to meet sales goals and objectives, and help create processes and procedures to increase salon revenue and functionality for success.

• Trained new stylists, helped implement the AVEDA service wheel, provided ongoing training, provided Red Chocolate methodology documentation and understanding, led team building exercises, and motivated others to LIVE AVEDA and incorporate the AVEDA lifestyle
• In addition, work as a master hair stylist and take guests as time allowed as well as providing assistance to customers for services to help maintain to best quality.
• Cultivated an inclusive salon atmosphere by providing a welcoming environment for clients of all backgrounds and hair types.
• Earned recognition as a Master stylist within the salon due to dedication toward ongoing education and mastery of new techniques.
• Boosted client retention rate by consistently exceeding expectations in terms of skill, creativity, and attention to detail.
• Contributed to overall salon success by actively participating in promotional events, social media campaigns, and community outreach efforts.
• Managed bookings to form bonds with loyal customers and remember hairstyle preferences.
• Colored and treated hair using modern technology.
• Established positive working relationships with peers and management through clear communication and teamwork initiatives.
• Streamlined booking process through efficient scheduling, leading to increased appointment capacity without sacrificing client experience.
• Increased customer satisfaction by staying attuned to each client''s unique needs and preferences, adjusting styling techniques as necessary.
• Ensured a clean, organized workspace that adheres strictly to safety standards set forth by state licensing boards.
• Shampooed, cut, and colored hair using appropriate hair care and styling products to enhance individual scalp conditions and hair textures.
• Increased salon revenue by promoting and selling various hair care products, treatments, and services.
• Maintained a loyal clientele through consistent delivery of exceptional customer service and high-quality results.
• Enhanced client satisfaction by providing personalized hair consultations and recommending tailored styling solutions.
• Consistently met or exceeded sales goals for retail products by educating clients on the benefits of proper hair care routines at home.
• Delivered expert color treatments using professional judgment to achieve desired outcomes while maintaining hair health.
• Skillfully executed intricate up-dos and other special occasion hairstyles, resulting in numerous referrals and repeat business.
• Developed expertise in advanced cutting techniques, resulting in more precise and creative hairstyles for clients.
• Strengthened client trust by effectively addressing concerns and resolving any issues related to their hair services.
• Mentored junior stylists, sharing industry knowledge and best practices to enhance their skills and confidence.
• Collaborated with other stylists to create unique looks for special events and fashion shows.
• Continuously expanded technical skills by attending workshops, seminars, and training sessions on the latest trends in hairstyling.
• Sanitized work station and sterilized hair tools and equipment after each client to maintain salon safety and cleanliness standards.
• Completed safety training and certifications to minimize risk of infection or injury to customers.
• Processed payments, entering sales in register for prompt customer service.
• Determined appropriate hair treatments based on conditions and textures.
• Counted and documented opening and closing cash amounts daily.
• Resolved guest complaints about service or style.
• Distributed business cards outside of salon to generate new business.
• Used social media platforms to promote salon and services.
• Utilized latest techniques in Balayage and other techniques, highlights and color correction.
• Attended hair shows, classes and seminars to stay up-to-date on latest trends.
• Demonstrated thorough knowledge of all salon products and services.
• Trained salon staff in traditional and innovative hair cutting techniques and salon management.
• Evaluated client needs and recommended treatments and strategy to achieve desired results while maintaining hair health.
• Educated clients about products and self-maintenance for healthy hair based on needs and preferences.
• Maintained regular client list and successfully handled walk-in customers.
• Managed cash flow, business transactions, banking, and accounting processes.
• Optimized work shifts, managed staff schedules, and ensured adequate coverage during peak hours to maintain exceptional customer service levels.
• Resolved customer concerns promptly and efficiently to maintain a strong reputation within the local community.
• Oversaw salon employee performance, facility cleanliness, and sales.
• Provided staff coaching, mentoring, and consultation to enhance performance and professional development.
• Increased staff productivity by providing ongoing training, motivation, and performance evaluations.
• Established a positive workplace culture that fostered teamwork, open communication, and professional growth among staff members.
• Oversaw staff recruitment efforts to ensure a diverse team of talented professionals was assembled for the salon''s success.
• Developed a strong referral program by encouraging satisfied clients to recommend the salon to their friends and family members.
• Evaluated stylist performances through regular feedback sessions and implemented strategies for improvement when necessary.
• Cultivated relationships with suppliers to secure favorable pricing on top-quality products while managing costs effectively.
• Coordinated special events such as bridal parties or fashion shows in partnership with other local businesses.
• Oversaw salon renovations, creating more modern and efficient workspace that enhanced service delivery.
• Developed and executed training programs for staff, elevating their skills in latest beauty techniques.
• Led team of stylists and beauticians, fostering collaborative environment that boosted overall salon performance.
• Upheld 24-hour response time to service requests.
• Scheduled in-house and vendor work accounting for sales and customer volume.

Sole owner and operator of a successful salon and spa, employing 30 stylists and estheticians managing their schedules, payroll, benefits and HR functions as well as the operating functions of the business.

• Cultivated an inclusive salon atmosphere by providing a welcoming environment for clients of all backgrounds and hair types.
• Earned recognition as a top stylist within the salon due to dedication toward ongoing education and mastery of new techniques.
• Boosted client retention rate by consistently exceeding expectations in terms of skill, creativity, and attention to detail.
• Contributed to overall salon success by actively participating in promotional events, social media campaigns, and community outreach efforts.
• Implemented effective time management strategies to reduce wait times for clients while maintaining quality service.
• Streamlined booking process through efficient scheduling, leading to increased appointment capacity without sacrificing client experience.
• Established positive working relationships with peers and management through clear communication and teamwork initiatives.
• Increased customer satisfaction by staying attuned to each client''s unique needs and preferences, adjusting styling techniques as necessary.
• Maintained a loyal clientele through consistent delivery of exceptional customer service and high-quality results.
• Completed safety training and certifications to minimize risk of infection or injury to customers.
• Processed payments, entering sales in register for prompt customer service.
• Educated customers on products to maximize benefits.
• Distributed business cards outside of salon to generate new business.
• Stayed updated on current hair trends and techniques to make customers look fashionable and increase satisfaction.
• Used social media platforms to promote salon and services.
• Answered phone calls and emails to schedule client appointments.
• Trained salon staff in traditional and innovative haircutting techniques and salon management.
• Maintained posting of MSDS sheets in workplace.
• Initiated workplace improvement programs for increased service efficiency.
• Scheduled in-house and vendor work accounting for sales and customer volume.
• Delegated workplace responsibility to appropriate staff.
• Upheld 24-hour response time to service requests.
• Provided financial management through preparation of bank deposits and settlement of sales, returns, and transaction reports.
• Trained and motivated employees to perform daily business functions.
• Oversaw business budget planning and administration, accounting functions, purchasing, and bi-weekly payroll to handle financial needs.
• Organized special events such as styling workshops or themed promotions to engage customers and boost sales revenues.
• Conducted market research to stay abreast of industry trends, incorporating popular styles into salon offerings regularly.
• Recruited top talent for the salon team by conducting thorough interviews and assessing applicants'' skills against job requirements accurately.
• Collaborated with local businesses for cross-promotions, increasing brand visibility within the community.
• Oversaw the maintenance of salon equipment to ensure optimal functionality while minimizing downtime due to repairs.
• Put together realistic budgets based upon costs and fees for successfully operating business.
• Established a positive work environment through open communication channels, fostering strong teamwork among staff members.