Lisa Davis

About

I am a Director, Operations & Customer Experience with 10+ years of leadership success driving strategic initiatives, refining operations, and delivering superior customer experiences. What I do is develop customer experience strategies, analyze feedback to identify pain points and implement solutions, and lead cross-functional teams. I am skilled in building strong relationships with stakeholders to align strategies with business objectives, while advocating for customer needs, in order to attain loyalty. The added value I bring to the table is that I am adept at streamlining processes to reduce costs. Also, I am well-versed in mentoring staff, in order to nurture a culture of excellence and continuous enhancement. »»» EXPERTISE »»» Operational Leadership Operational Excellence Customer Experience Customer Advocacy Customer Relationship Management Supplier Management Superior Customer Satisfaction Process Improvement Initiatives Data Analysis & Visualization Vendor Management

Experience

• Associate Director | Network Engineering & Operations · HCLTech01-01-2017

  Spearhead team of 6 telecom engineers to resolve intricate last-mile provisioning challenges in liaison with diverse stakeholders, including carriers and internal Verizon teams. Oversee global team of 35 delivery managers in India and the Philippines to optimize supplier performance and validate timely service delivery through training and performance management. Cultivate partnerships with telecommunications carriers to exceed service level agreements, elevate customer satisfaction, and drive business growth. Directed supplier collaborations to reduce timelines by initiating proactive conversations with carriers concerning expediting order confirmations beyond SLA specifications, accelerating order processing by 7%. Streamlined service installation processes to boost customer satisfaction via leveraging collaborative relationships with carrier suppliers and rolling out checkout procedures, slashing installation time by 5%. Achieved delivery accelerations, shaving 3 months off a critical customer order to meet urgent business needs by associating with carriers and account teams, boosting customer satisfaction and loyalty.

• Associate Director, Network Engineering & Operations · Verizon09-01-2014 – 10-01-2017

  Headed cross-functional team of 12 supervisors and approximately 200 technicians to offer proper network infrastructure installation, repair, and maintenance services across the state of California. Championed adoption of innovative practices within converged work group to standardize operations and overall organizational efficiency. Conceptualized strategic plans to achieve company objectives while optimizing workforce performance and maintaining positive union relations. Simplified field operations via strategic workforce planning, including realigning district schedules and maximizing mid-day and night shift staffing, decreasing overtime pay by 8%. Prioritized employee relations and slashed grievances by 5% through fostering open communication, addressing concerns proactively, and instituting transparent grievance resolution process. Fostered innovation and growth in the California market to establish a foundation for future projects by controlling pilot initiatives, collaborating with cross-functional teams, and promoting iterative improvement every 6 months.

Education

• Southern Illinois University, CarbondaleBachelors of Science, Marketing
• Northwestern UniversityFoundations of Project Management

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