Lisa Richmond
Liberty
Summary
Professional leader with extensive experience in driving growth and leading high-performing teams. Skilled in strategic planning and stakeholder management, consistently delivering impactful results. Known for strong collaboration and adaptability in dynamic environments.
Overview
22
22
years of professional experience
Work History
Partner Management Liaison
Helzberg Diamonds
05.2022 - Current
- Stayed informed on industry developments and market trends to gain competitive advantage.
- Networked with other professionals and organizations to expand contacts and opportunities.
- Evaluated staff & partner performance regularly, offering constructive feedback designed to promote growth within their roles.
- Spoke with peers to verify task completion, meeting tight deadlines, and schedules.
- Fostered collaborative work environment, encouraging cross-functional teams to achieve common goals.
- Collaborated with colleagues and support staff to maximize team efficiency.
- Recommended and assisted with developing tools to improve the customer experience.
- Realigned quality control measures, ensuring highest standards of service delivery.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Analyzed and reported on key performance metrics to senior management.
Customer Care Supervisor
Helzberg Diamonds
10.2015 - Current
- Leader of the customer service team who provides customer support via multiple channels and exceeds service standard goals
- Initiated and coordinated supervisor meetings to empower contract vendor supervisor and build consistency amongst teams
- Monitored all metrics to ensure goals are met or exceeded
- Cross-trained and backed up the Customer Service Manager
- Solved critical customer situations
- Developed, planned and executed presentation to educate team with holiday expectations
- Developed rapport and trust among all departments within the organization
- Trained team on operating procedures and company policies to ensure customer satisfaction and integrity upheld
Customer Care Representative/Specialist
Helzberg Diamonds
01.2014 - 10.2015
- Applied logical, critical and strategic thinking when partnering with store locations and interacting with customers to resolve situations and determine needs
- Balanced daily activities while executing special projects
- Resolved customer inquiries and concerns via phone, email, chat and social media
- Led by example to set team standards and provide motivation
- Successfully developed a documentation process to track revenue generated through mail in repairs
Account Manager
USA 800 Inc
03.2013 - 01.2014
- Analyzed and reported customer activity, business trends and areas of opportunity
- Ensured successful implementation of new clients
- Managed multiple client accounts
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
Customer Service Representative and Supervisor
USA 800 Inc
03.2011 - 03.2013
- Led team of 20+ employees over multiple client accounts
- Developed creative techniques to improve performance
- Analyzed daily performance to identify training needs
- Coached and mentored teams on daily basis in a tactful and empathetic manner
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Server
Smokehouse BBQ
02.2009 - 03.2011
- Accurately recorded guest requests and strived to exceed their expectations
- Anticipated and addressed all guest needs
- Displayed enthusiasm and knowledge about the restaurant’s menu and products
Asset Protection
Walmart
04.2007 - 02.2009
- Developed strong relationships with store management, fostering an atmosphere of trust and collaboration for asset protection initiatives.
- Improved asset protection efforts by conducting thorough internal and external investigations.
- Displayed excellent communication skills when interacting with law enforcement both verbally & in written form.
- Testified at court hearings involving criminal acts committed against the company.
- Ranked #1 in the district for successful apprehensions
Underwriting Assistant and Coordinator
Media Professional Insurance
02.2003 - 04.2007
- Coordinate overall service and productivity for the Media program
- Training and development of new hire Underwriting Assistants
- Cross-Trained on multiple account types
- One of two individuals authorized to work large account clients
- Managed and prioritized all account requests in order to meet demanding deadlines
- Supported Underwriter activity by preparing new and renewal business quotes, policies and certificates
- Communicated with agents and brokers via multiple channels daily
- Organized new and renewal policies
- Review and analyze daily correspondence, reports and endorsements
Education
Medical Assistant Diploma -
Sanford Brown College
North Kansas City, MO01.2001
Skills
- Critical thinking
- Data & performance analysis
- Leadership
- Coaching & mentoring
- Decision making
- Collaborative abilities
- Employee training
- Metric monitoring
- Team leadership
- Proficient in Microsoft suite
- Operations management
Timeline
Partner Management Liaison
Helzberg Diamonds
05.2022 - Current
Customer Care Supervisor
Helzberg Diamonds
10.2015 - Current
Customer Care Representative/Specialist
Helzberg Diamonds
01.2014 - 10.2015
Account Manager
USA 800 Inc
03.2013 - 01.2014
Customer Service Representative and Supervisor
USA 800 Inc
03.2011 - 03.2013
Server
Smokehouse BBQ
02.2009 - 03.2011
Asset Protection
Walmart
04.2007 - 02.2009
Underwriting Assistant and Coordinator
Media Professional Insurance
02.2003 - 04.2007
Medical Assistant Diploma -
Sanford Brown College
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