Lizzy Cayer

• Provided behavioral support and care for youth with intellectual disabilities
• Certified in TCI (Therapeutic Crisis Intervention) and Ukeru safety practices
• Maintained calm, secure environments through crisis de-escalation techniques

• Prospected and engaged internet leads to drive in-store sales appointments
• Assisted customers with credit applications and financing pre-qualification

• Led multi-location callflow redesign in 3CX and TotalCX across 21 stores, ensuring consistency,
compliance, and improved customer experience network-wide
• Partnered with service teams to pilot and refine Brooke.ai implementation, tailoring opcode
availability to minimize shop disruptions and improve booking accuracy
• Managed Podium and Reputation.com platforms to enhance customer feedback visibility
• Authored internal SOPs and training guides for BDC onboarding
• Provided on-site support and service optimization to improve customer throughput
• Played key role in two dealership buy/sell transitions with minimal service disruption

• Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
• Conducted post-implementation follow-ups
• Enhanced team productivity by assisting colleagues in resolving complex technical problems.
• Spearheaded initiatives to improve internal workflows, enabling faster case resolution and enhanced support quality.
• Diagnosed and troubleshot hardware, software and network issues.
• Configured hardware, devices, and software to set up work stations for employees.
• Created user accounts and assigned permissions.
• Offered assistance in implementing and developing training programs.
• Managed escalated cases, liaising with senior management to resolve high-priority issues promptly and effectively.
• Developed customized solutions to address unique client needs, resulting in increased product adoption.

• Led system onboarding (DealerFX, Xtime) for 17 rooftops, including during acquisitions
• Led multi-location callflow redesign in 3CX and TotalCX across 21 stores, ensuring consistency, compliance, and improved customer experience network-wide
• Partnered with service teams to pilot and refine Brooke.ai implementation, tailoring opcode availability to minimize shop disruptions and improve booking accuracy
• Managed Podium and Reputation.com platforms to enhance customer feedback visibility
• Authored internal SOPs and training guides for BDC onboarding
• Provided on-site support and service optimization to improve customer throughput
• Played key role in two dealership buy/sell transitions with minimal service disruption

• Managed inbound/outbound service leads and appointment scheduling
• Created vehicle walkaround videos and handled appraisal coordination

• Closed deals and maintained customer satisfaction in a fast-paced sales cycle
• Ranked in top 10% nationally for acquisition sales
• Conducted pre-move assessments and set client expectations for service delivery
• Delivered proactive follow-ups and issue resolution throughout customer journey

• Managed a portfolio of small-to-medium business accounts, overseeing billing, renewals, fiber migrations, and issue escalations
• Ranked in the top 5% of national sales performance by delivering customer-first solutions that balanced cost savings with upgraded services
• Led QA team operations: hired, trained, and coached agents; delivered compliance training; and conducted audits affecting vendor compensation
• Processed complex orders across AT&T platforms (ROME, LSCRM, Phoenix), ensuring accurate documentation and seamless activation
• Applied structured feedback and call auditing to improve agent performance, customer satisfaction, and operational compliance
• Managed cross-functional teams to ensure seamless coordination between QA, development, and support departments.
• Streamlined bug reporting process, expediting resolution times for critical issues.
• Collaborated with stakeholders to establish key performance indicators for the QA team, driving continuous improvement efforts throughout the organization.
• Recorded, analyzed, and distributed statistical information.
• Improved overall efficiency of the QA department through strategic planning and resource allocation.
• Created and maintained quality management systems to align with industry standards.