Overview
Work History
Education
Skills
PROFESSIONAL SUMMARY
Accomplishments
Timeline
Generic

LISA MARIE GUZMAN

Weslaco,TX

Overview

19
19
years of professional experience

Work History

Global Account Consultant

Lyra Health International
03.2024 - Current
  • Developed and maintained relationships with customers to facilitate user engagement and satisfaction.
  • Managed customer inquiries and complaints in a professional manner.
  • Developed custom solutions for customers based on their business objectives.
  • Organized events such as webinars or workshops aimed at increasing customer engagement levels.
  • Collaborated with cross-functional teams to develop strategies for driving customer success.
  • Delivered presentations on product features, benefits, and value propositions at conferences or webinars.
  • Provided customer onboarding and training to ensure successful product adoption.
  • Analyzed customer data to identify trends, issues, and opportunities for improvement.
  • Established strong relationships with clients through regular communication and follow-up activities.
  • Conducted regular business reviews with customers to understand their needs and adjust strategies accordingly.
  • Managed crisis situations, ensuring minimal impact on customer satisfaction and loyalty.

Senior Customer Success Mgr./Global Enterprise

KEV Group (School Cash Accounting)
01.2023 - 05.2023
  • Net Promoter Scores (NPS): Received perfect scores of 10/10 from brokers and corporate HR, by strategy, that led to customer retention.
  • Managed 30 Enterprise Accounts, (School Districts) revenue close to $4 million, at a SaaS b2b company. Owned program governance including the review of internal reporting and identification of issues for escalation.
  • Created and fosters positive client relationships by anticipating needs and requirements, and identifying the best offerings to promote positive outcomes.
  • Prepared and presents quarterly business reviews with district leadership, providing counsel and guidance to enhance programming, increase adoption and utilization. Cross-Selling/upselling additional products.
  • Met high, fast-paced, demands and project deadlines

Customer Success Manager/Training Manager

LifeWorks- Health & Wellness (aka Morneau Shepell)
Remote, Texas
09.2019 - 01.2023
  • Onboarding Training Manager for new hires.
  • Managed 100+ client book of business with annual revenue of more than $1 million, at a health and wellness company.
  • Received numerous NPS scores of 10/10 from brokers and corporate HR departments.
  • Managed life cycle of of client from contract signing and implementation to upselling and renewals
  • Was the main point of contact for client requests and support, functioning as a liaison with internal departments to resolve issues as they arose.
  • Owned program governance including the review of internal reporting and identification of issues for escalation
  • Created and fostered strong client relationships by anticipating needs and requirements and identifying best offerings to promote positive outcomes
  • Conducted orientations for HR representatives and key stakeholders for program launch including but not limited to an overview of EAP programming, online platform access, and utilization. Also trained new team members on implementations, renewal processes and best practices, along with CRM system functionality.
  • Accountable for revenue growth and KPI's, through upsell opportunities and the expansion of covered lives.
  • Presented quarterly and annual business reviews to clients, while providing counsel to enhance programming and increase utilization

Full-Time College/Stay at Home Mom

N/A
, TX
11.2011 - 09.2019
  • Full-Time College Student, and Stay at home mom
  • Community outreach for my children's schools, and church

Owner/Designer

KIDZRACKZ
Santa Rosa, NM
01.2007 - 11.2011
  • Created, advertised, marketed and executed my own Children's line of wooden specialty coat racks and matching accessories.
  • Products were handmade and sold in five upscale Children's boutiques throughout the Rio Grande Valley, South Padre Island, and Houston, Texas.
  • Put on numerous fundraisers for local private schools, day care centers, and community functions.
  • Items were purchased through an online website, and sold throughout the US and Canada.

Other Relevant Employment

Stand Fed Bank,Delta Airlines,Northwest Airlines,
  • Standard Federal Bank-Licensed Personal Banker/Annuity Specialist
  • Delta Airlines- Flight Attendant, Recruiter, Onboarding new hire trainer
  • Northwest Airlines- Flight Attendant

Education

Doctorate - Management/Organizational Leadership

University of Phoenix
Tempe, AZ
03-2024

MBA - Business/Professional Human Resources Certificate

University of Phoenix
Phoenix, AZ

Bachelor of Science - Business/Human Resources

University of Phoenix
Phoenix, AZ

Real Estate Classes - Real Estate

Harlingen Board of Realtors

Skills

  • Data Analytics, Pivot Tables
  • Tableau software experience
  • Excel, PowerPoint, Word, Outlook, OneNote
  • Salesforce, Nexus, Symphoni, Workday
  • Power BI, Excel Macro, Azure
  • School Cash Accounting Systems
  • Life, Health, HMO & Accident Insurance License
  • Medicare/Medicaid Advantage experience
  • NPS perfect scores of 10 through strategies that lead to customer retention
  • Relationship building
  • Conflict resolution- Experience with difficult clients
  • Verbal and written communicator
  • Account management, pricing negotiations
  • Managed and provided training for all new hire-CSMs
  • Experienced Senior Global Customer Success Manager- Enterprise, Strategic, Key Accounts
  • Customer engagement
  • Excellent Communication Skills- Management Level
  • Strategic team-planning
  • Planning and coordination
  • Revenue growth
  • Relationship and team building
  • Marketing
  • Management team leadership
  • Solution innovation
  • Team engagement

PROFESSIONAL SUMMARY

Dynamic and results-oriented Senior Customer Success Manager and Global Account Consultant with 20+ years of cross-industry experience in SaaS, Start-ups, insurance, HR, finance, health & wellness, and international markets.  Proven track record of managing global and domestic client portfolios, exceeding KPIs, and driving high customer satisfaction across SMB, mid-market, and enterprise accounts. 

Skilled in building and leading high-performing teams, with a focus on strategic goal setting, cross-functional collaboration, and continuous growth.  Demonstrated success in increasing Adept at leading teams, facilitating onboarding and training, and increasing utilization through cross-sell strategies. Recognized for emotional intelligence, strategic thinking, and the ability to build lasting client relationships.

Accomplishments

  • Presidents List for Honors in Doctoral Program
  • Member of the National Honors Society of Leadership and Success. (NSLS).
  • Worldwide Women's Association.

Timeline

Global Account Consultant

Lyra Health International
03.2024 - Current

Senior Customer Success Mgr./Global Enterprise

KEV Group (School Cash Accounting)
01.2023 - 05.2023

Customer Success Manager/Training Manager

LifeWorks- Health & Wellness (aka Morneau Shepell)
09.2019 - 01.2023

Full-Time College/Stay at Home Mom

N/A
11.2011 - 09.2019

Owner/Designer

KIDZRACKZ
01.2007 - 11.2011

Other Relevant Employment

Stand Fed Bank,Delta Airlines,Northwest Airlines,

MBA - Business/Professional Human Resources Certificate

University of Phoenix

Bachelor of Science - Business/Human Resources

University of Phoenix

Real Estate Classes - Real Estate

Harlingen Board of Realtors

Doctorate - Management/Organizational Leadership

University of Phoenix

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